Telecoms operator MTN Ghana has launched a nationwide self-service SIM swap platform, allowing customers to replace lost or damaged SIM cards without visiting a service centre.
The new system enables users to complete SIM swaps through the MTN Mobile App or via a dedicated USSD short code, part of the company’s push to expand digital services and reduce congestion at its outlets.
Until now, customers seeking to replace SIM cards were required to visit service centres or submit online requests, a process that often resulted in long queues. The company says its service centres handle more than 250,000 SIM swap requests every month.
The self-service option is expected to reduce reliance on agent-assisted services and offer what the company describes as a more secure and convenient experience for customers nationwide.
Speaking at the launch, General Manager for MTN’s Northern Business District, Nii Adotey Mingle, said the initiative was designed to simplify the process while strengthening security.
“This initiative seeks to reduce reliance on agent-assisted SIM cards, both in-store and online, deliver a secure and consistent experience for customers and prevent customers from travelling and queuing for SIM swaps,” he said.
Mingle said the platform incorporates facial verification technology to confirm the identity of the user before a SIM swap is approved.
“Every human being has a unique face, so using your face means that this gives you comfort that the system is very safe. We are also dealing with national identification behind the scenes, making it trustworthy and safe,” he added.
The company said the solution had already been tested during a pilot phase between October 2025 and January 2026, during which more than 18,000 customers successfully completed SIM swaps using the mobile app and USSD channel.
Municipal Chief Executive for Old Tafo, Abubakar Saddick, who represented the Ashanti Regional Minister Dr Frank Amoakohene welcomed the initiative and urged continued cooperation between telecom operators and government institutions.
“I commend MTN for introducing this independent channel which prioritises accessibility, stability, and proficiency,” he said.
“I would like to take this opportunity to encourage continued collaboration between telecommunications companies, regulators, and government institutions to ensure that digital services remain secure, reliable, and inclusive for all citizens,” he added.
The launch event in the Ashanti Region brought together MTN executives, regulators and staff, as the company seeks to deepen digital transformation and improve customer service delivery across Ghana.
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