Ghana’s largest telecom operator, MTN, has launched a self-service SIM swap platform across the country, promising to end frustrating queues at service centres and improve security against a surge in SIM swap fraud.
The new system which accessible via the MyMTN app or USSD code *156# allows customers to swap SIMs instantly using biometric facial verification, without visiting a branch. It comes as MTN handles about 250,000 swaps monthly, many disrupted by long waits and security risks.
In his address, General Manager for Northern Business District, Nii Adotey Mingle, acknowledged the inconvenience caused to our customers by the SIM swaping and said the launch is to redifine customers’ experience.
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.
Pilot Success and Security Focus
A four-month pilot using MTN App and USSD channels from October 2025 to January 2026 saw over 18,000 customers successfully use the service, with praise for its speed and ease. Benefits include 24/7 access, rapid restoration, fraud protection via advanced biometrics, and reduced human intervention to prevent social engineering scams.
Mr Nii Adotey Mingle reiterated that MTN Ghana believes in innovating and delivering services that enhance the experience of customers.
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 for a swap. This significantly reduces fraud and protects against risks associated with cloned or compromised ID cards, giving our customers true peace of mind.
The technologically interactive launch drew commendations from customers and key stakeholders in the telecommunication industry.
The Northern Regional Zonal Manager of the National Communications Authority (NCA), Mr. Inusah Salman Faris, hailed it as a step toward digital transformation that enhances customer experience while stressing regulatory compliance on SIM registration to combat threats.
We commend MTN Ghana for continuously investing in innovative solutions that respond to the evolving needs of their customers. Such initiatives align with our broader objective of encouraging digital transformation and improving service delivery across the telecommunications ecosystem.
However, while we embrace innovation, we must also emphasize the importance of compliance with regulatory requirements, particularly those relating to SIM registration and customer identification. These measures are essential in safeguarding the integrity of our telecommunications network and protecting users from fraud and other security threats.
With this new process, MTN Ghana believe that customers will enjoy clear benefits of:
24/7 convenience and time savings
Rapid service restoration, minimizing downtime after device loss
Enhanced protection against fraud, through secure, digital authentication
Reduced risk of social engineering, by removing unnecessary human intervention
Greater account control, with improved safeguards against unauthorized access
A faster, smoother experience, supported by real-time feedback
Ultimately, this service assures our customers of what matters most – convenience, security, and confidence.
By BED
