In a bold move to redefine customer convenience and digital empowerment, MTN Ghana has officially launched its innovative SIM Swap Self-Service platform, allowing subscribers to replace their SIM cards anytime and anywhere—without visiting a service center. The launch was executed simultaneously across six key cities: Accra, Kasoa, Koforidua, Kumasi, Ho, and Tamale, highlighting MTN’s commitment to nationwide digital transformation.
Speaking at the event, Jemima Kotei Walsh, Chief Customer Experience Officer at MTN Ghana, described the initiative as a milestone in customer service innovation. “Traditionally, SIM swaps required customers to queue at service centers or submit online requests that often needed support. Today, we empower our subscribers to handle this critical service independently, securely, and conveniently,” she said.
Walsh explained that MTN Ghana handles approximately 250,000 SIM swap requests monthly. The self-service platform is expected to drastically reduce waiting times and queues, while providing customers with greater control over their accounts. She further emphasized that a pilot program, which saw over 18,000 subscribers successfully perform SIM swaps with minimal assistance, demonstrated the platform’s reliability and effectiveness.
Beatrice Hemen, Director of Consumer Affairs at the National Communications Authority (NCA), praised the innovation. “SIM swap complaints are among the most reported issues by telecom users. Empowering customers to complete the process themselves marks a significant leap forward. It strengthens both customer autonomy and the broader telecommunications ecosystem in Ghana,” she remarked.
Stephen Blewett, Chief Executive Officer of MTN Ghana, reiterated the company’s dedication to a digital-first future. “This launch reflects our commitment to developing solutions that consistently exceed customer expectations while enhancing everyday experiences,” he said.
The SIM Swap Self-Service platform comes with multiple advantages:
Convenience and flexibility: Customers can replace SIMs at any time, whether at home, work, or abroad.
Rapid service restoration: Lost, stolen, or damaged SIMs can be replaced quickly, minimizing downtime.
Enhanced security: Advanced biometric facial recognition ensures only legitimate account owners can perform the swap, reducing fraud risk.
Customer empowerment: Users can independently manage their accounts without relying on service center personnel.
During the launch, attendees witnessed a live demonstration of the self-service process via the myMTN App or USSD (*1333#), which replaces manual verification with a secure biometric facial recognition scan linked to registered SIM information. A coordinated visual display illustrated each step of the process, underscoring the platform’s simplicity and efficiency.
With this initiative, MTN Ghana reinforces its position as a pioneer in digital innovation, delivering secure, convenient, and customer-focused telecommunications services that meet the evolving needs of Ghanaians.
Media Contacts:
Adwoa Wiafe – Chief Corporate Services and Sustainability Officer
Email: MTNGhana.MediaOffice@mtn.com
Efua Falconer – Acting Senior Manager, Corporate Communications
Email: MTNGhana.MediaOffice@mtn.com
About MTN Ghana (Scancom PLC)
MTN Ghana, a subsidiary of the MTN Group, is the market leader in mobile telecommunications in Ghana, offering a wide range of Pay-As-You-Go, Pay Monthly, and Mobile Financial Services. Listed on the Ghana Stock Exchange, MTN Ghana drives digital solutions under its Ambition 2025 strategy, aiming to deliver a modern, connected life for all Ghanaians.
