This service allows customers perform a 4G SIM Swap on the their mobile phones by dialing USSD

Code *512#

Mechanics?

1. Customer dials the USSD code *512#.

2. A pop up requests for the customer’s phone number.

“Welcome to MTN Customer SIM Change

Enter your MTN number

3. Another pop up requests for customer’s serial number( thus the serial number of the blank SIM).

“Enter the 12 digit serial on your 4G Swap card”

Customer gets feedback to confirm the serial number .

4. Customer receives a feedback when SIM change request process is successful.

“You have successfully requested for SIM change.

Your request will be processed after 24hrs.”

5. Customer receives an IVR Call from 1333 after 24hrs to confirm or reject sim swap process.

“Option 1 is to approve the SIM Change and Option 2 is to reject the request”

6. Customer receives a message after selecting option 1 to approve SIM Change.

“Your SIM swap request will be completed in 5 mins. Insert new sim”

7. Incase customer is unable to answer the first IVR call, three consecutive calls will be made after the first call is unanswered.

8. SIM Change process will be terminated if customer ignores all IVR calls.

NOTE:

Should a customer initiate the SIM Change request with USSD code *512# and later on make a request on concierge,

request on concierge takes precedence over USSD.

Below is a link to the portal for checking pending request: Link is on Quick links on concierge and named 4G Sim Swap Portal

http://10.135.14.131:33540/Test/DisplayStatus/540000044