why do I need to call to verify my eSIM order?

What is the identity check process for activating an eSIM?

To ensure the security of our customers and to prevent fraudulent activities, we have implemented an identity check process for all eSIM activations. Here’s what you need to know:

1. Order Verification: Once you place an order for an eSIM, or request to switch from a physical SIM to an eSIM, your order will be marked as ‘Awaiting Verification’.

2. Required Actions: Please call our customer support team at 13 14 13, press 3, press 3 again (technical support), then press 2 (support with your mobile service), then press 1 (eSIM activations) to speak with our eSIM activations team and verify your order. This call is a crucial step to protect your identity and secure your service.

3. Activation: After successfully completing the necessary checks, your order will be ready for activation. You can then activate your eSIM through our self-care portal or myMATE app.

Why do I need to call to verify my eSIM order?

We understand that having to call to complete a identity check might seem like an inconvenience, but it is crucial for protecting your account and preventing identity theft. This process ensures that only you, the account holder, can activate or make changes to your mobile services.

How can this identity check benefit me?

This identity check is designed to:

• Protect your personal and financial information from being compromised.
• Ensure that any changes or upgrades to your service are authorised by you, preventing unauthorised use of your identity.

What if I need help during the process?

If you need any assistance during this process or have any other questions, please do not hesitate to contact our customer support team at 13 14 13. We are here to help ensure a smooth and secure transition to your new eSIM.