Kumasi, March 11, – MTN Ghana has launched a self-service SIM swap platform aimed at giving subscribers more convenience, control, and security over their mobile services.
Speaking at the launch, Nii Adotey Mingle, General Manager for MTN Ghana’s Northern Business District, explained that the innovation is part of the company’s strategy to improve customer experience through digital solutions.
Previously, customers had to visit service centres or submit online requests to replace SIM cards, often leading to delays and long queues. The new platform allows users to perform SIM swaps independently via mobile apps or USSD channels, eliminating the need to physically visit a branch.
Mr Mingle highlighted that MTN handles around 250,000 SIM swap requests monthly at its centres, making the service a critical component of mobile connectivity.
“Customers now have the ability to manage their SIM swaps themselves while ensuring that security is uncompromised,” he said.
The company piloted the self-service system from October 2025 to January 2026, during which more than 18,000 users successfully completed SIM swaps using assisted digital channels. The feedback was overwhelmingly positive, particularly regarding speed, convenience, and user control.
Security is a top priority for the platform, with facial biometric verification confirming the identity of subscribers before approving SIM swaps, minimizing risks of fraud or identity theft.
Subscribers can replace SIM cards at any time if their phones are lost, stolen, or damaged, whether they are in Ghana or abroad.
Mr Mingle noted that the self-service rollout would reduce dependence on agent-assisted swaps while delivering a faster, more seamless, and secure experience. He said the move aligns with MTN’s broader commitment to digital innovation and empowering customers.
“This service celebrates independence in telecommunications, allowing customers to complete SIM swaps without visiting a service centre,” he added.
He expressed gratitude to MTN subscribers for their support and reiterated that the new system is a step toward a more digitally empowered Ghana.
GHBUSS
March 11, 2026
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