SIM Swap/Replacement and SIM Upgrade

We know and understand, how much of a hassle replacing/swapping/upgrading your SIM can be. This is why we have decided to make it simple with some of these basic steps to remember.

Situations Where You Might Need To Replace, Swap Or Upgrade Your SIM

  • If it is faulty
  • If it is damaged, stolen or lost
  • If it is obsolete (but eligible for replacement or an upgrade) ·
  • If it needs to be upgraded to the 4G network
  • Any other legitimate reason or condition apart from those above

Minimum requirements for SIM Swap/Replacement and SIM Upgrade

  1. The phone number must be registered.
  2. Your Virtual National Identification Number (VNIN) or National Identification Number (NIN).
  3. Provide CORRECT responses if required to usage details below:
    • Last Recharged Amount and date.
    • Three (3) Frequently Dialed Numbers
    • Year of Line Activation

More information on SIM replacement/Swap and SIM Upgrade

You will be required to purchase a new SIM Card, where the phone number of the old SIM Card would be transferred

You are also required to complete The SIM REPLACEMENT (Welcome Back) FORM and provide all the necessary information needed.

Now that you know what to do! We look forward to welcoming you back to Nigeria’s Number 1 network! Go a step further: Download Welcome Back Form. Also, visit any of our shops closest to you

We look forward to welcoming you back to Nigeria’s Number 1 network!

Proxy SIM Swap Requirements

The following are mandatory documents alongside other subscriber and proxy details:-

  • Subscriber and proxy must have a National Identification Number (NIN).
  • Subscriber’s valid Photo ID – NIN ID and International Passport Data Page (if requesting service from outside the country).
  • Affidavit by Court or Notary public, detailing reason for proxy request.
  • Proof of Ownership – SIM Pack/eSIM QR Profile or Affidavit in the absence of SIM Pack/eSIM QR profile. (NB: one affidavit can be used for proxy request & absence of proof of ownership).
  • Application letter with indemnity clause. please see Proxy template letter with all required details.

Please Note:

  • Your Proxy must be an existing MTN customer for more than 30days and with a valid NIN.
  • Your Proxy must not have stood in as a proxy for another customer within the last 90 days.
  • Your Proxy should visit any of our store with hardcopies of listed documents and signed request letter.
  • Please notify our email support team of which store proxy intends to visit, to enable us notify the store as well.

If you have fulfil the above requirements, kindly send an email to Email Team for further support.