how do I cancel my mobile service?

To process a cancellation of your mobile service, you must contact us during our support operating hours (Mon to Fri 8:30 AM to 7:00 PM Nationwide, Sat & Sun 9:00 AM to 5:00 PM Nationwide) by:

1. Phoning us on 13 14 13;
2. Visiting our support page and selecting the “chat to us” box, then asking Grace if you can speak to a Live Agent, who can help cancel your service over live chat.

This is because we must follow legislated rules to authenticate your identity and protect our customers from fraud and identity theft. You can find more information about this process here.

Please note that if we cancel your mobile service, you will lose your phone number, and this can no longer be used with another provider.

If you wish to retain this number, you will need to port (transfer) this to another provider. Once completed, this will automatically cancel the service on our end.

You can cancel your MATE mobile service at any time. The amount owing will be the cost of any usage incurred up until the time of cancellation, and the minimum monthly charge will be pro-rated for any unused days in accordance with your monthly billing cycle.