How We Check Your Identity

To protect you from fraud, we check the identity of anyone who asks for certain changes to a Spriggy Mobile account. We do this before we make the change, every time.

These checks help stop someone else taking over your child's mobile number, for example by moving it to a new SIM or another provider. The law also requires us to use them (Telecommunications Service Provider (Customer Identity Authentication) Determination 2022).

When we check your identity

We'll check your identity before we:

cancel a mobile service
send a replacement SIM or move a number to a new SIM or eSIM
change a mobile number
change your email address, postal address, password, login PIN or payment method
share account information with you that isn't already on a bill or notice we've sent you

We only make these changes for the parent who holds the Spriggy account. We won't make them because a child asks.

How we check

In the Spriggy app

You'll need to be logged in with your PIN, Face ID or fingerprint.
Some changes ask you an extra question about your account before they go ahead.
For some changes, such as changing your login PIN, we'll also text a link to the mobile number on your account. The change only goes ahead once you've confirmed it.

When you contact us

We'll ask you questions that only the account holder should be able to answer.
For a replacement SIM or a SIM swap, we'll also text a link to the mobile number on your account for you to confirm.
Some changes can't be made by our team and need to be done in the app.

Texts we send to confirm a change

When we text you a link or code to confirm a change, the message will tell you:

that a change has been requested on your Spriggy Mobile service
not to share the link or code with anyone except Spriggy, and only if you asked for the change
what to do if you didn't ask for the change

We don't charge for these messages.

If you get one of these texts and didn't ask for a change, contact us through in-app chat straight away. We'll stop the change, or undo it if it has already happened, and tell you how to protect your account.

Moving your number to another provider

When someone asks to move a Spriggy Mobile number to another provider, we text a code to that number. The move only goes ahead once the code is confirmed. This check is required by a separate set of rules for moving numbers between providers.