By Emelia B. Addae
Koforidua, Mar. 13, GNA – MTN Ghana has introduced a self-service SIM swap option in the Eastern Region, allowing customers to replace lost or damaged SIM cards without visiting a service centre.
Mr David Gyimah Boadi, General Manager for Sales and Distribution, said at the launch in Koforidua that SIM swap requests remain one of the most common customer service needs, with the company processing about 250,000 swaps monthly.
Ahead of the rollout, MTN ran a pilot from October 2025 to January 2026 through the MyMTN app and USSD channels.
Mr Boadi said more than 18,000 customers completed swaps during the pilot period, describing user feedback as largely positive.
He said the system incorporates biometric facial verification to confirm the identity of the requester, a measure intended to reduce fraud and prevent the use of compromised identification.
Mr Richard Gyan, Manager for Trade Marketing, demonstrated the process, which requires customers to enter the affected number, input or scan the new SIM serial number, and complete a facial verification step.
Successful requests trigger confirmation messages to the user.
Participants at the event welcomed the introduction of the service.
GNA
Edited by D.I. Laary/Benjamin Mensah