Accra, Ghana//-MTN Ghana today launched its innovative self-service SIM Swap Solution in Accra and simultaneously across the 16 regions of the country, aiming at fighting SIM swap fraud and ending frustrating queues at the leading telecom operator’s service centres.
The newly launched solution, which is accessible via the MyMTN app or USSD code *133#, allows customers to swap SIMs instantly using biometric facial verification, without visiting a service centre or a branch.
It comes as MTN Ghana handles about 250,000 swaps monthly, many disrupted by long waits and security risks, according to officials.
Launching the solution at the Accra Mall, Chief Customer Experience Officer of MTN Ghana, Mrs Jemima Kotei-Walsh described today’s launch as a special moment the company launched an invention that would redefine their customers’ experience.
“As Ghana celebrated its 69th Independence Day anniversary in the past week, we are reminded of the enduring values of freedom, empowerment and justice. These principles inspire everything that we and their at the very heart of what we are launching today, our very self-service SIM Swap Solution”, she said.
According to her, for many years, SIM swap has required customers to visit our service centres or raise a request online for assistance.
“Today, that has changed. We are proud to give our customers the freedom to complete this essential service conveniently, securely and independently from wherever they are, without the need to travel or queue at a service centre. Isn’t that wonderful, Mrs Kotei-Walsh added.
She noted that SIM Swap remains a major reason for customers engaging with them both digitally and in-person.
On average, we process around 250 thousand SIM swaps at our customer service centres every month. Whilst this reflects the critical role connectivity plays in our lives. We also recognise the inconvenience caused to their customers. Mrs Kotei-Walsh said.
“At MTN Ghana, we believe in innovating and delivering services that enhance the experience of our customers. This is why today, with great pride, we officially announced the nationwide launch of our self-service SIM swap solution”.
Pilot Success and Security Focus
Ahead of today’s launch, the telecom giant conducted a four-month pilot using MTN App and USSD channels from October 2025 to January 2026, which saw over 18,000 customers complete SIM swap using this solution on their own or via the assisted option at their branch.
She disclosed that the feedback was overwhelmingly positive, with customers praising the convenience, speed, and control the solution offers.
“Beyond convenience, security remains central to this innovation. Our self-service SIM Swap uses advanced biometric facial verification, ensuring that only the rightful owner can request a swap.
This significantly reduces fraud and protects against risks associated with cloned or compromised ID cards, giving our customers true peace of mind”.
Mrs Kotei-Walsh emphasised that today’s launch represents a bold transformation and how they serve their customers. As it delivers freedom from the following: long queues and extended waiting times, customers can swap their SIMs at anytime whether their devices are lost, stolen or damaged; SIM swaps can be completed without having our customers in our offices or outside; and they can also swap from wherever they are in the world. This means that outside of Ghana, their customers can swap their SIMs themselves.
The solution she noted empowers customers to take full control of their account, making sure that they are secured and they are instantly also swapped.
“Our vision is clear. With this rollout, we aim to reduce reliance on agent-assisted SIM swaps both in-store and online. Giving our customers full control and empowering them to do this themselves.
We aim to deliver a seamless, secure and consistent experience for every customer, and we aim to shift the customer journey from starting in the queue to starting with you wherever you are “.
Benefits
With this new process, the customers of MTN Ghana would enjoy benefits including 24/7 convenience and time-saving, rapid restoration, minimising downtime after device is lost, enhanced protection against fraud through secure digital authentication, reduce risk of social engineering by removing unnecessary human intervention, greater account control with improved safeguards against unauthorised access, and a faster and smoother experience supported by realtime feedback.
Reviewing the solution, Mr Oduodo of MTN Ghana said the solution is currently available on two channels, namely, the MyMTN app or USSD code *133# and urged all to use it.
Commendations
The Director of Consumer Affairs at the National Communications Authority (NCA), Madam Beatrice Hemeng, lauded MTN Ghana for introducing the solution.
In her own words: “On behalf of my boss, the Director-General of the NCA, we are applauding MTN Ghana for this laudable initiative. From a regulatory standpoint, this is really commendable because it enhances consumer choice
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