The solution, which allows customers to swap their SIM cards independently using the myMTN App or USSD code *1333#, was officially launched at the Accra Mall.

Speaking at the launch, Chief Customer Experience Officer of MTN Ghana, Jemima Kotei-Walsh, said that the innovation reflected the company’s commitment to improving customer experience through digital transformation.

“As Ghana celebrated its 69th independence anniversary, we are reminded of the enduring values of freedom, empowerment and justice. These principles inspire everything we do and they are at the heart of what we are launching today, our self-service SIM swap solution,” she said.

For years, customers seeking to replace lost, stolen or damaged SIM cards were required to visit MTN service centres or submit requests online for assistance.

However, the new solution now enables customers to complete the process independently from wherever they are.

“We are proud to give our customers the freedom to complete this essential service conveniently, securely and independently without the need to travel or queue at a service centre,” she said.

According to MTN Ghana, SIM swaps remained one of the most requested services by customers.

Ms. Kotei-Walsh revealed that the company processes approximately 250,000 SIM swap requests every month through its customer service centres.

While this reflected the growing importance of connectivity in people’s lives, she said it also highlighted the inconvenience customers sometimes experienced when they have to visit service centres.

“At MTN Ghana, we believe in innovating and delivering services that enhance the experience of our customers. This is why we are proud to officially launch our nationwide self-service SIM swap solution,” she said.

Ahead of the nationwide rollout, MTN Ghana conducted a pilot of the system through its digital platforms between October 2025 to January 2026.

During the four-month pilot phase, more than 18,000 customers successfully completed SIM swaps using the solution either independently or with assistance at MTN branches.

The feedback, according to the company, was overwhelmingly positive, with customers praising the speed, convenience and level of control offered by the new system.

Beyond convenience, MTN Ghana says security remains central to the innovation.

The self-service SIM swap system incorporates biometric facial recognition technology, which verifies the identity of the user before a swap request can be completed.

Ms. Kotei-Walsh explained that the feature ensured that only the rightful owner of a SIM card could initiate and complete the process.

“If the facial scan does not match the registered details, the swap will not proceed. This protects customers against fraud and ensures that only the rightful owner can perform the SIM swap,” she said.

The technology was expected to reduce risks associated with cloned or compromised identification documents while strengthening safeguards against SIM-related fraud.

Director of Consumer Affairs at the National Communications Authority (NCA), Beatrice Hemeng, who represented the regulator at the event, commended MTN Ghana for the initiative.

She described the solution as a step that would enhance consumer choice and improve service delivery within the telecommunications sector.

“From a regulatory standpoint, this initiative is really commendable because it enhances consumer choice. Consumers often raise concerns about SIM swap issues, so being able to complete the process independently is something we welcome,” she said.

According to her, innovations such as the self-service SIM swap solution were expected to help shape the country’s telecommunications ecosystem while improving customer experience.

During the event, MTN officials also demonstrated how the system works, guiding participants through the SIM swap process using both the myMTN App and the 1333# USSD platform.

Customers seeking to use the service must first purchase a blank unregistered SIM card from any MTN service centre or authorized outlet.

They could then initiate the SIM swap process through the digital platforms and complete the required verification steps.

MTN officials said the process took about a minute or less once the verification was completed.

With the introduction of the new solution, customers can now swap their SIM cards at any time of the day without visiting a service centre.

MTN  Ghana believes the initiative would significantly reduce queues at its branches while providing customers with a faster, more secure and convenient way to restore connectivity when their SIM cards were lost, stolen or damaged.