MTN GH Launches Sim Swap Self-Service
MTN Ghana has launched Sim Swap Self-Service, a move aimed at enabling customers to replace their SIM cards whenever and wherever they may be, eliminating the need to visit a physical service centre for assistance.
In a statement released on March,19,2026 , the telecommunication giant explained that this move forms part of its efforts to ensure customer satisfaction through the delivery of convenient, secure and innovative digital solutions.
Speaking at the launch which was held simultaneously across six regions , Chief Customer Experience Officer, Jemima Kotei Walsh, explained that the move will not only give customers greater control but also see to a significant reduction in queues and waiting times at various MTN offices across the country.
“The need for SIM swaps has always been high, with MTN Ghana handling roughly 250,000 of such requests each month across its service centers. The self-service will ease these burdens by reducing lines, waiting times and giving customers more control and flexibility over their accounts. Before the full rollout, a pilot program had already demonstrated the value of the initiative with more than 18,000 customers successfully swapping their SIMs independently or with very little help at MTN branches. This success was more than just numbers, it was proof of digital empowerment and a shining example of customer-driven innovation in action,” she explained
The Director of Consumer Affairs at the National Communications Authority (NCA), Beatrice Hemen also praised the solution,emphasizing that telecom users frequently report SIM swap concerns.
She added that the initiative will give customers greater choice and help shape Ghana’s telecommunications ecosystem.
“The Authority consistently receives a significant number of SIM swap-related complaints. Empowering customers to handle the process themselves marks a major step forward,” she commented.
The statement also highlighted that the new service allows users to replace lost, stolen, or damaged SIM cards quickly even from outside Ghana ensuring minimal disruption to mobile services. It also introduces advanced security features, including biometric facial recognition, to verify users and prevent fraud.
MTN GH also noted that Customers can access the service via the myMTN App or by dialing *1333#, making the process fast, simple, and secure.
The launch concluded with a live demonstration, showcasing just how easy it is for customers to complete a SIM swap independently.
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