The service will enable MTN customers from any part of the world to switch their Subscriber Identification Module (SIM) cards without having to make a physical visit to an MTN service centre.

Speaking at the launch of the service in Accra on Wednesday, the Chief Customer Experience Officer at MTN, Jemima Kotei-Walsh, said, “We aspire to give our customers the freedom to access this essential service conveniently, independently and securely wherever they are, without the need to travel or queue at the service centre.”

SIM swap remains a major reason for customers to engage with the company, both digitally and in person.

She revealed that MTN processes about 250,000 SIM swap requests at its service centres monthly.

According to her, the company has come to recognise the inconvenience caused to customers who have to throng its offices to access the service.

MTN therefore trialled the self-SIM swap service late last year, allowing some 18,000 customers to complete the process either independently or with assistance at its branches, with positive reception.

Biometric technology to enhance security

Ms. Kotei-Walsh stressed that customer security is central to the rollout of the new service.

She explained that the SIM swap service utilises advanced biometric facial recognition technology, ensuring that only the rightful owner can request a SIM swap.

“This significantly reduces fraud and protects against risks associated with cloned or compromised identities, giving our customers true peace of mind,” she said.

She indicated that customers can swap their SIM cards at any time, whether their phones are lost, stolen or damaged, without visiting an MTN office.

This service, she said, can be completed from anywhere in the world.

She added that the new system will empower customers to take full control of their accounts while ensuring greater security.

Reducing queues at service centres

Madam Kotei-Walsh noted that with the rollout of the service, MTN aims to reduce reliance on agent-assisted SIM swaps by enabling customers to perform the process themselves.

“We aim to shift the customer journey from starting in a queue to starting with you, wherever you are,” she said.

She added that the new process will provide customers with round-the-clock convenience, rapid service restoration when devices are lost, enhanced protection against fraud through secure digital authentication, reduced risk of social engineering, and greater control over their accounts.

How the service works

The Controller for Online and Digital Channels at MTN, Lionel Dodoo, demonstrated how the service works during the launch.

He explained that customers can access the SIM swap service either through the MyMTN App or via *USSD by dialling 1333# and following the prompts.

Regulator welcomes initiative

The Director of Consumer Affairs at the National Communications Authority (NCA), Beatrice Heming, welcomed the introduction of the self SIM swap service, noting that it enhances consumer choice and improves access to digital services.