EE launches identity checker to help businesses protect customers against fraud

  • EE’s Digital Identity platform offers online identity checks which protect against fraud in real time, helping make customer transactions safer
  • This is supporting banking partners in the UK detect SIM Swap fraud and prevent financial transactions, helping to stop customers from having their money stolen
  • Digital Identity is part of BT’s plan to innovate to help protect customers from fraud

EE, the UK’s largest mobile operator and part of BT Group, has announced its new Digital Identity platform, which helps protect customers from becoming victims of fraud. Through a series of checks, the platform quickly and seamlessly verifies a customer’s identity in real time, helping to prevent identity theft and fraudulent activities.

A common type of criminal activity that EE tackles with the Digital Identity platform is SIM swap fraud; an account takeover where a customer’s phone number is transferred without the account holder’s knowledge. A fraudster can then intercept messages or calls to the phone number and gain unauthorised access to online accounts.

EE’s Digital Identity ‘SIM Swap’ checker allows businesses to know when a customer’s SIM was last changed, as a recent change could indicate potential fraud. With banking partners, this information is then used to stop financial transactions taking place until further identity checks are carried out. Similarly, the Digital Identity ‘Call Divert’ feature confirms that no call diversions have been put in place on a phone number, so all calls reach the intended user and are not diverted to a fraudulent number.  

EE has already helped a number of banks across the UK to protect customers using Digital Identity, showing the benefits of using the platform when authenticating customers.

The platform can also help prevent fraudulent online account sign ups with its ‘Know Your Customer’ product. A business can cross-check new customer data with data held in the EE databases and see if a phone has been reported lost or stolen, so they can be confident that a customer’s identity is genuine. It also creates a more seamless experience for the customer, as they don’t have to provide their own verification or intervene in any additional checks.

With millions of online transactions taking place every month and increasing year on year, new approaches to fraud protection are needed to protect customers against unauthorised financial fraud losses, which totalled £824.8 million in 2019[1]. This has decreased 2% since 2018, showing new identity verification products, such as the Digital Identity platform, are helping businesses in multiple markets authenticate a customer’s online activity and prevent unauthorised fraud.

Christian Thrane, Managing Director of Consumer Marketing at BT said: “At BT and EE, we are committed to innovating to help protect customers from fraud and are already working closely with a number of industries, including banking, eCommerce and gaming, to protect millions of transactions every day. We are continuing to move into new sectors to help prevent even more fraudulent activity, so consumers across the UK can be confident in the safety of their online experiences.”

The UK’s Mobile Network Operators work closely together to build the best solutions to protect customers, facilitated by the GSMA.


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Notes to Editors:

Businesses can find out more information about the Digital Identity service by emailing

[1] UK Finance report: Fraud – The Facts 2020:

About EE:

EE runs the UK's biggest and fastest mobile network, offering superfast connections in more places than any other operator. EE brought the first 4G network to the UK in October 2012 with it continuing to be the UK’s biggest 4G network and launched the UK’s first 5G network in May 2019.

EE has received extensive independent recognition, including being named the UK's best network every year since 2015 for all the following awards: The Mobile Choice Awards, The Mobile News Awards, The Mobile Industry Awards and by RootMetrics®.

As well as offering mobile services to consumers and small and medium businesses, EE also provides home and business broadband using both 4G and fixed line connections.

EE is committed to being number one for service in the industry. It has 600 shops across the UK. EE remains the only mobile provider to answer 100% of customer calls in the UK and Ireland and was recognised as the UK’s Best Large Contact Centre by the UK Customer Experience Awards 2018 and Welsh Contact Centre Awards 2019. EE was awarded The Sunday Times’ Best 100 Companies to Work for in 2018 and 2019, as well as being named Best Employer 2018 by the European Contact Centre & Customer Service awards.

EE is part of BT’s Consumer business unit which provides products and services to all of BT’s consumer customers in the UK.