why do you need to verify my identity?

At MATE, we take your privacy and account security seriously.

We’re required by law to follow legislated rules to help protect you from fraud and identity theft.

This means we must use multi-factor identity authentication (MFA) for all high-risk transactions – these are changes that could put your account or personal details at risk.

Service-related high-risk transactions include:

• Adding a new service to your account
• Changing your plan
• Cancelling a service
• Relocating your service
• SIM swaps or replacements
• Changing an in-progress order

Account-related high-risk transactions include:

• Changing your name or ownership details
• Updating personal details on your account like your email address or mobile number
• Adding, removing or editing an authorised representative
• Requesting sensitive account info (like usage or payment details)

Before completing any of the above, we must verify you with:

1. At least two forms of ID (e.g. your customer number, service address, date of birth, etc.), and
2. A verification code sent via email or SMS

This process helps us make sure that you, and only you, can make important changes to your account.

Thanks for helping us keep your details safe.