Telecommunications giant MTN Ghana has launched a self-service SIM swap feature aimed at strengthening security and reducing the need for customers to visit physical service centres.
The new system, introduced in the Eastern Region, allows users to replace lost or damaged SIM cards through the MyMTN app or a USSD code while verifying their identity using biometric facial recognition.
Speaking at the launch in Koforidua, Mr David Gyimah Boadi, General Manager for Sales and Distribution, said SIM swaps remain one of the most frequent customer service requests handled by the company.
According to him, MTN processes about 250,000 SIM swap requests every month, highlighting the need for a more convenient and secure option for customers.
To test the system before the full rollout, MTN conducted a pilot programme between October 2025 and January 2026 through the MyMTN app and USSD platforms.
Mr Boadi said the pilot recorded encouraging results, with more than 18,000 customers successfully completing SIM swaps during the trial period.
He noted that feedback from users was largely positive, reinforcing the company’s decision to expand the service.
The system requires customers to enter the affected phone number, provide or scan the serial number of the new SIM card and complete a facial verification step to confirm their identity.
Mr Richard Gyan, Manager for Trade Marketing, who demonstrated the process during the launch, said once the verification is successful, the customer receives a confirmation message indicating that the SIM swap has been completed.
The company says the biometric verification component is designed to minimise fraud and prevent unauthorised SIM replacements using stolen or compromised identification documents.
