MTN Ghana has rolled out a self-service SIM swap feature designed to spare customers the ordeal of visiting a service centre when their SIM card is lost, damaged, or stolen.
The new functionality, accessible via the myMTN App or by dialling *1333#, allows subscribers to complete the process from virtually anywhere—whether at the beach or, as the company cheekily puts it, “from the back seat.”
The telecommunications giant announced the enhancement as part of its ongoing efforts to digitise customer service and reduce wait times at physical outlets. The self-swap option eliminates the need for in-person verification by leveraging the National Identification Authority’s biometric database to authenticate users remotely.
The process begins with a simple trip to any authorised MTN retailer to purchase a new, blank, or unregistered SIM card. Once the card is in hand, the customer opens the myMTN App and taps on the “More” section, or dials *1333# to access the USSD menu.
From there, the customer selects the SIM Swap option and chooses whether the swap is for themselves or for another person. The system then prompts the user to enter the phone number they wish to swap, followed by the serial number of the new SIM card. A reason for the swap—such as loss, theft, or damage—must also be selected from the provided options.
Before proceeding, the customer is required to consent to the collection and use of their biometric data, which MTN states will be used exclusively to verify identity through the NIA. The company makes clear that by proceeding, the user explicitly agrees to the terms outlined in its Data Privacy Policy.
Once the details are submitted, the National Identification Authority verifies the customer’s biometric information. Upon successful verification, a confirmation SMS is sent to the customer, signalling that the SIM swap has been completed.
MTN has emphasised that the self-swap feature operates within a strict data protection framework. The consent clause displayed during the process reminds users that their biometric data will be collected and used solely for identity verification purposes. The company has encouraged customers to review its Data Privacy Policy before proceeding.
The introduction of the self-service SIM swap comes as mobile network operators continue to push for greater digital autonomy, allowing customers to resolve service issues without the friction of physical queues. With the feature now live, MTN subscribers who find themselves without a functioning SIM can bypass the service centre entirely—provided they have access to the app or USSD platform and a new, unregistered SIM card.
The company has advised customers to ensure they are using the latest version of the myMTN App to access the feature, and to keep their new SIM card packaging handy to retrieve the serial number during the process.
SIM swap process at a glance:
- Purchase a new, blank, or unregistered SIM card from an authorised MTN retailer
- Open the myMTN App and tap “More” or dial *1333#
- Select “SIM Swap” from the menu
- Choose whether the swap is for yourself or another person
- Enter the phone number to be swapped and the new SIM card’s serial number
- Select a reason for the swap (loss, theft, damage, etc.)
- Review and consent to the biometric data collection and privacy policy terms
- Wait for NIA verification of your biometric details
- Receive a confirmation SMS once the SIM swap is successfully completed
Source:
www.graphic.com.gh