why was the transfer of my mobile number to MATE rejected?

The most common reason why the transfer of your mobile number from another provider fails is due to a mismatch between the information provided to us and that held by your current provider.

We check the following when you request to transfer your mobile number:

• Mobile number
• Date of birth (if your mobile number is prepaid)
• The account number of your current provider (if your mobile number is postpaid)

You may have incorrectly selected prepaid when your current mobile service is postpaid or vice versa.

Prepaid

If your current mobile number is a prepaid service, you will need to provide us with the correct date of birth so we can resubmit the port. On a prepaid plan, you pay for your service upfront and “recharge” when your credit runs out, or when the period expires.

Postpaid

If your current mobile number is a postpaid service, you will need to provide us with your existing provider’s account number so we can resubmit the port. On a postpaid mobile plan, your provider will send you a bill every month. You will have an account number with this provider.

We recommend you also check the details with your current provider and verify that your number is still connected and active. We cannot transfer your existing mobile number if it has been disconnected.

In some cases, you will be required to contact your current mobile provider and obtain the port out reference number, as this may differ to the account number on your bill.

To resubmit the transfer of your mobile number if it has failed, login to our myMATE app or self-care portal and visit the “my orders” section. Alternatively, you can reach out to our support team via Live Chat for further assistance.