Frequently Asked Questions - MoMo Self Service PIN Reset

1. What is MoMo Self Service PIN Reset?

ANS: This solution is an opt in PIN Reset service for MoMo subscribers only. Agents and Merchants cannot use this service for Pin Reset.

2. How do I subscribe to the service?

ANS: To subscribe to the service, a customer must go through a process to add a recovery number.

3. How do I add a recovery number?

ANS: Please follow the steps below

➢ Dial *170#

➢ Select option 6 My Wallet

➢ Select option 5 Change & Reset PIN

➢ Select option 2 Reset PIN

➢ Select option 1 Self PIN Reset

➢ Select option 1 Add Recovery Contact

➢ Enter your Recovery Phone Number e.g [0244300000]

➢ Enter MM PIN to Confirm

➢ A One Time Password will be sent to the recovery number

➢ Enter the One Time Password sent to the recovery number

➢ Your recovery number has been set successfully

4. Can I use my own phone number as my recovery number?

ANS: No. You can use any MTN number other than your own number as your recovery number.

5. Can I change my recovery number?

ANS: Yes, a recovery number can be changed by accessing option 2 on the pin reset menu, ie. “Remove Recovery Contact” and following through the steps to complete the process.

Once that is done, you can add another number by selecting “Add Recovery Contact” on the same menu.

6. Can a customer add a recovery contact at the time when he/she has forgotten their MoMo PIN?

ANS: No, it is an opt-in service. You need to input your MoMo PIN during the registration process.

If a customer forgets his/her PIN and has not registered for the service prior to requesting for a reset, he/she needs to visit any MTN outlet or call 100 for assistance.

7. How do I reset my PIN after I have successfully signed up for the service?

ANS: You need to wait for 24hrs after you have signed up. Subsequently, you can follow the steps below to reset your PIN

➢ Dial *170#

➢ Select option 6 My Wallet

➢ Select option 5 Change & Reset PIN

➢ Select option 2 Reset PIN

➢ Select option 1 Self PIN Reset

➢ Select Option 4 PIN Reset

➢ Enter Password sent to the recovery number

➢ Enter New PIN

➢ Confirm New PIN

➢ Your MM PIN has been reset successfully

USSD MOBILE MONEY PIN RESET – AGENT ASSISTED

Customers make a request for a Pin Reset on the USSD, request is routed to a back office team

via Remedy.

A call back will be initiated from the back office to complete the process.

Below is the Flow

1) Customer dials the MoMo USSD Short Code *170#

2) Customer Selects Option 7 – “Wallet”

3) Customer Selects Option 5 – “Reset MM PIN”

4) Customer selects Option 1 – “Agent Assisted”;

5) Customer receives feedback “Kindly confirm your request for Mobile money pin

reset”

· Option 1 :Yes

· Option 2 : No

6) A “Yes” command triggers a request to the dedicated team at Customer Care to call back the customer and customer receives SMS feedback;

“You have successfully requested for MoMo pin reset, an agent will contact you shortly. Thank you for using MTN Mobile Money”

7) A “No” terminates the request and customer receives SMS feedback; “Thank you

for using MTN Mobile Money”

8) The team calls back the Customer within 24 hours and follows the same PIN Reset

procedure currently used at the Call Centre / non-face to face PIN Reset.

Business Rules

Below are rules governing the service and expected SMS feedback customers will

receive once they fall under the category

RULES

Merchant numbers are excluded

Maximum account balance

limit of GHs2000

Customers can place request once every 7 days.

Customers who have performed SIM change within 24 hrs are excluded

Customers with pending requests within 24 hours cannot place new request.

Customers with pending request for over 24 hours have the option to report delay when they try to place new request.