Telecommunications giant MTN Ghana has officially launched its Self-Service SIM Swap platform, a new digital solution designed to allow customers replace their SIM cards without visiting a service centre.
The service was launched in Koforidua on Wednesday, March 11, 2026, by the General Manager for Sales and Distribution, David Gyimah Boadi.
Speaking at the event, Mr. Boadi described the initiative as a major step in improving customer convenience and transforming the way the company delivers services.
According to him, SIM swap has traditionally required customers to visit MTN service centres or request assistance from agents, often resulting in long queues and delays. However, the new self-service platform now allows customers to complete the process conveniently and independently from anywhere.
He explained that the innovation forms part of MTN’s broader strategy to improve customer experience through digital transformation.
Mr. Boadi noted that SIM swaps remain a common request among customers, revealing that MTN processes about 250,000 SIM swaps every month at its service centres.
While this demonstrates the importance of connectivity in customers’ daily lives, he acknowledged that the traditional process can sometimes be inconvenient.
He disclosed that prior to the nationwide launch, MTN conducted a pilot programme using its mobile application and USSD channels between October last year and January this year. During the four-month trial period, more than 18,000 customers successfully completed SIM swaps either on their own or with assistance at MTN branches.
He said feedback from customers was overwhelmingly positive, with many praising the convenience, speed and control offered by the new system.
Beyond convenience, Mr. Boadi emphasised that security remains central to the innovation. The self-service SIM swap platform uses advanced biometric facial verification to ensure that only the rightful owner of a SIM card can request a swap.
According to him, this security feature significantly reduces fraud and protects customers from risks associated with cloned or compromised identification documents.
He explained that the new system allows customers to swap their SIM cards at any time, whether their phones are lost, stolen or damaged. The service can also be accessed by customers both within and outside Ghana.
The MTN official said the rollout aims to reduce reliance on agent-assisted SIM swaps while delivering a seamless, secure and consistent service experience for customers.
He added that the initiative reflects MTN’s commitment to customer-driven innovation and digital empowerment.
“With this service, customers will enjoy 24-hour convenience, faster restoration of services after device loss, improved protection against fraud and greater control over their accounts,” he said.
Mr. Boadi further noted that the system reduces the risk of social engineering attacks by limiting unnecessary human intervention in the SIM swap process.
He expressed appreciation to customers for their trust and support, stating that the company remains committed to building a stronger digital future.
Source:Mybrytyfmonline.com/Amuzu Priscilla
