MTN Ghana has unveiled a groundbreaking Sim Swap Self-Service initiative, giving customers the freedom to replace their SIM cards conveniently, securely, and without visiting a physical service center. The launch, held simultaneously in Accra, Kasoa, Koforidua, Kumasi, Ho, and Tamale, underscores MTN’s commitment to digital innovation and enhancing the customer experience.
Speaking at the launch, Jemima Kotei Walsh, Chief Customer Experience Officer at MTN Ghana, explained that the new self-service solution transforms the traditional SIM swap process. “For years, SIM swaps required a trip to a service center or online requests that often needed assistance. Today, our customers can complete this essential service independently, anytime and anywhere,” she said.
Walsh noted that MTN Ghana processes roughly 250,000 SIM swap requests each month, and the self-service platform is expected to significantly reduce wait times and lines while offering customers greater control over their accounts. She highlighted the success of a pilot program where over 18,000 customers successfully swapped their SIMs independently, demonstrating the practicality and efficiency of the initiative.
Beatrice Hemen, Director of Consumer Affairs at the National Communications Authority (NCA), commended the initiative, emphasizing that SIM swap complaints are among the most reported issues by telecom users. “Empowering customers to manage their SIM swaps themselves is a major step forward. It not only gives users more control but also strengthens Ghana’s telecommunications ecosystem,” she said.
Stephen Blewett, Chief Executive Officer of MTN Ghana, added that the launch reflects MTN’s ongoing vision for a dynamic digital future, as the company continues to innovate solutions that enhance daily experiences and exceed customer expectations.
The new SIM Swap Self-Service offers multiple benefits, including:
Convenience and flexibility – Customers can swap SIMs at any time, saving time and effort.
Rapid service restoration – Quick SIM replacement for lost, stolen, or damaged devices, including for users outside Ghana.
Enhanced security – Biometric facial recognition ensures that only legitimate owners can perform swaps, reducing fraud risk.
Customer empowerment – Users can manage their accounts independently without relying on service center staff.
The launch included a live demonstration of the self-service process through the myMTN App or by USSD (*1333#), showcasing seamless digital verification via biometric facial recognition. Attendees also participated in a visually engaging display illustrating the straightforward steps of the SIM swap process.
With this innovation, MTN Ghana continues to lead in digital transformation, reinforcing its position as a pioneer in telecommunications solutions that prioritize security, convenience, and customer empowerment.
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, part of the MTN Group, is a market leader in mobile telecommunications in Ghana, offering Pay-As-You-Go, Pay Monthly, and Mobile Financial Services. Listed on the Ghana Stock Exchange, MTN Ghana drives digital solutions aimed at delivering a modern, connected life for all, guided by its Ambition 2025 strategy to lead Africa’s digital progress.
