MTN launches self-service SIM swap initiative in Tamale

By Samuel SAM

MTN Ghana has launched a Self-Service SIM Swap initiative in Tamale, introducing a digital platform that allows customers to replace lost, stolen, damaged or unavailable SIM cards without visiting a service centre.

The online feature enables customers to transfer their existing phone number, Mobile Money balance and other services to a new blank SIM card purchased in advance, using a secure self-service portal.

The initiative is expected to improve customer experience by reducing waiting times and making SIM replacement services more accessible.

Speaking at the launch, the Tamale Zonal Manager of the National Communications Authority, Alhaji Inusah Salma Faris, commended MTN for investing in innovative solutions that respond to the evolving needs of customers.

He said such initiatives align with efforts to encourage digital transformation and improve service delivery within the telecommunications sector.

According to him, the telecom industry continues to play a critical role in the country’s socio-economic development by supporting business growth, financial inclusion, education and social connectivity.

Alhaji Faris added that Tamale and the wider Northern Region are experiencing growth in digital and economic activities, and improved telecommunications services would further support development and promote inclusion in the country’s digital economy.

He, however, stressed the importance of complying with regulatory requirements, particularly SIM registration and customer identification rules, which help protect users from fraud and other security threats.

The NCA, he said, remains committed to promoting innovation while ensuring that communication services are delivered in a secure and consumer-friendly manner.

The General Manager for the Northern Business District at MTN, Nii Adotey Mingle, said the new system gives customers the freedom to complete SIM swaps conveniently and securely from anywhere without travelling to a service centre.

He noted that SIM swaps have traditionally required customers to visit service centres or submit requests online for assistance.

Meanwhile, Senior Manager for Branch Network Service at MTN, Samuel Appiah, said the company processes about 250,000 SIM swaps at its customer service centres each month.

He said the high volume highlights the importance of connectivity but also reflects the inconvenience customers often face when replacing SIM cards.

Mr. Appiah explained that the new self-service system includes advanced biometric facial verification to ensure that only the rightful owner can request a SIM swap.

According to him, the security feature would help reduce fraud and protect customers from risks associated with cloned or compromised identification cards.

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