MTN Ghana has officially introduced its nationwide self-service SIM swap solution, marking a significant milestone in customer convenience and digital transformation.
This new service empowers customers to seamlessly swap their SIM cards on their own using the MTN Mobile App or a dedicated USSD short code, eliminating the need to visit service centres or submit online requests for assistance.
Until now, customers who lost or damaged their SIM cards were required to travel to service centres or initiate requests online, leading to long queues and delays. MTN service centres process an average of over 250,000 SIM swaps each month.
MTN’s self-service SIM swap is expected to reduce reliance on agent-assisted services, both in-store and online, and deliver a secure, consistent, and convenient experience for customers across the country.
From October 2025 to January 2026, over 18,000 customers successfully completed SIM swaps during a pilot phase conducted via the mobile app and USSD channel, with overwhelmingly positive feedback.
The General Manager for MTN Northern Business District, Nii Adotey Mingle, speaking at the event, highlighted the core objectives of the initiative, emphasising the need to provide greater convenience, enhance security, and promote customer independence.
“This initiative seeks to reduce reliance on agent-assisted SIM cards, both in-store and online, deliver a secure and consistent experience for customers and prevent customers from travelling and queuing for SIM swaps,” he stated.
He further highlighted the security of the service, noting that a key feature of the self-service platform is advanced facial verification technology, ensuring that only the rightful SIM owner can authorise a swap, thereby significantly bolstering security.
“Every human being has a unique face, so using your face means that this gives you comfort that the system is very safe. We are also dealing with national identification behind the scenes, making it trustworthy and safe,” he added.
Municipal Chief Executive for Old Tafo, Abubakar Saddick, commended MTN for the initiative and called for continued collaboration between the telecommunications sector and government to deliver secure and reliable services for all Ghanaians.
“I commend MTN for introducing this independent channel which prioritises accessibility, stability, and proficiency”. “I would like to take this opportunity to encourage continued collaboration between telecommunications companies, regulators, and government institutions to ensure that digital services remain secure, reliable, and inclusive for all citizens,” he said.
The launch in the Ashanti Region brought together MTN leadership, representatives from regulatory bodies, branch managers, and staff, underscoring the importance of the initiative.
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Source: www.myjoyonline.com