Over 18,000 MTN subscribers were successful in swapping their SIM on their own or via assisted options during the pilot program of the Self Service SIM Swap from October 2025 through to January 2026.
According to the Senior Manager for Sales Operations and Trade Marketing, Mr. Samuel Appiah, the feedback was overwhelmingly positive, with customers praising the convenience, speed, and control this solution offers.
”In just four months, over 18,000 customers successfully completed SIM swaps on their own or via assisted options at our branch,” he said.
Mr. Appiah stated that beyond convenience, security remains central to this innovation, adding that “Our self-service SIM Swap uses advanced biometric facial verification, ensuring that only the rightful owner can request a swap.”
”At MTN Ghana, we believe in innovating and delivering services that enhance the experience of our customers. That is why today, with great pride, we officially announce the nationwide launch of our Self-Service SIM Swap,” he emphasised.
The Senior Manager for Sales Operations and Trade Marketing made these remarks in Tamale during the official launch of the Self-service SIM Swap initiative on Wednesday, March 11, 2026.
In his address, Samuel Appiah indicated that this intervention will significantly reduced fraud and protects clients against risks associated with cloned or compromised ID cards, giving customers true peace of mind.
SIM swap remains a major reason for customers engaging with the telecommunications giants, both digitally and in person.
Mr. Appiah revealed that on average, the company processes about 250,000 SIM swaps at its customer service centres every month.
He highlighted the critical role the network connectivity plays in people’s lives while also recognising the inconvenience caused to our customers in the past.
For many years now, SIM swap has required customers to visit MTN service centres or raise a request online for assistance. With this digital intervention, the network subscribers now have 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.
Benefits:
With this new process, MTN customers will enjoy clear benefits of 24/7 convenience and time savings, rapid service restoration, minimising downtime after device loss, and enhanced protection against fraud through secure, digital authentication.
This will also reduce the risk of social engineering by removing unnecessary human intervention, greater account control, with improved safeguards against unauthorised access, and providing a faster, smoother experience, supported by real-time feedback
Meanwhile, the Northern Zone Manager of the National Communications Authority (NCA), Mr. Inusah Salman Faris, in his remarks at the launch, commended MTN Ghana for continuously investing in innovative solutions that respond to the evolving needs of their customers.
He maintained that such initiatives align with the broader objective of encouraging digital transformation and improving service delivery across the telecommunications ecosystem.
He, however, encouraged telecommunications networks to also ensure compliance with regulatory requirements, particularly those relating to SIM registration and customer identification, while embracing innovations in the space.
”These measures are essential in safeguarding the integrity of our telecommunications network and protecting users from fraud and other security threats” he stated.
