MTN Ghana has launched a nationwide self-service SIM swap platform, enabling prepaid customers to replace SIM cards independently anytime using digital channels.
The initiative by MTN Ghana is expected to improve customer convenience, enhance security and reduce congestion at service centres across the country.
Mr Peter Bimpeh, the Commercial Head for the South East Business District of MTN Ghana, announced the innovation during a launch event held in Ho in the Volta Region.
He said the introduction of the digital SIM swap service aligned with the spirit of national progress and empowerment celebrated during Ghana’s independence anniversary.
“As Ghana celebrates independence with the theme of freedom and justice, MTN also offers freedom, empowerment and justice to our customers,” Mr Bimpeh stated.
He explained that for many years, customers were required to visit customer service SIM Swap centres or request assistance online to replace damaged, lost or faulty SIM cards.
He said the new self-service platform now allowed customers to complete the SIM swap process conveniently and securely from any location.
Mr Bimpeh revealed that SIM swap requests remained one of the major reasons customers visited MTN service centres, with about 250,000 requests processed monthly.
“To improve customer experience, we are proud to officially announce the nationwide launch of the self-service SIM swap solution,” he said.
He disclosed that prior to the official rollout, the company conducted a pilot programme using the MyMTN mobile application and USSD channels between October last year and January this year.
Within the four-month trial period, more than 18,000 customers successfully completed SIM swaps on their own through the digital platforms, receiving positive feedback for convenience and speed.
Mr Roger Kumi, the Controller of Sales Operations at MTN Ghana, demonstrated the SIM swap process, explaining that customers could purchase a blank SIM card from any MTN service centre or authorised vendor.
He said users could activate the service through the MyMTN App or by dialing *1333#, after which they would scan the new SIM card, select the reason for replacement and complete biometric verification through a live facial scan.
Madam Pearl Sefakor Mottey, the Consumer Affairs Officer at the National Communications Authority (NCA), commended the initiative, noting that strong consumer protection and security remained critical in telecommunications services.
She said SIM swap processes had historically raised concerns globally due to risks of identity theft and fraud but expressed confidence that the new system’s biometric verification and safeguards would protect subscribers and maintain trust in the sector.
Mr Mawunya Agogoe, the Regional Manager for Retail Experience in Eastern, Volta and Oti Regions at MTN Ghana, added that the self-service SIM swap option was currently available only to prepaid subscribers and excluded mobile money merchants, MoMo Pay agents and corporate SIM users.
GNA
