Frequently Asked Questions

Question: What is the MTN Self Service Terminal – SST?
Answer:
MTN Self Service Terminal is an interactive application that empowers customers to resolve issues at their convenience without requiring an interaction with an MTN Customer Care Representative. It offers an immediate access to information. You can also make requests, check status of requests and be informed when requested services are completed.

Question: What are the Benefits of Self Service Terminal – SST?
Answer:

• Customer Empowerment – MTN Self Service Terminals empowers you to perform guided tasks to obtain products and services they desire
• Do it Yourself Service –You will be able to resolve issues by yourself without the help of an MTN Customer Care representative
• Resolve issues and obtain information at your convenience
• Perform multiple transactions with ease
• Provide you with a more enjoyable experience boosting customer satisfaction

Question: Will I be charged for using MTN Self Service Terminal - SST?
Answer:
MTN Self Service Terminal is free for all MTN Customers.

Question: Who can make use of SST?
Answer:
SST is for all MTN customers, both Prepaid and Postpaid customers.

Question: Where can I access the MTN SST?
Answer:
The MTN Self Service Terminal is located at designated MTN service centres Pan Nigeria. Click Here to view location.

Question: Can I access SST without my MTN Security Number?
Answer:
Yes, you can access SST without your MTN Security number; however, you will be required to use your MTN Security Number to access some services available.

• Perform a SIM Swap
• PUK Retrieval
• Recover Over- scratched/ Damaged Pin
• View Call Records
• MTN Product Information
• Balance Enquiry
• Tariff Plan Migration
• Call Forwarding
• Fill User Feedback Form

Question: How do I get my MTN Security Number?
Answer:
The MTN Security Number has been sent to every MTN number via SMS. If you have not received yours, visit any our Walk In centres or Call 180, your Security number will be sent to you after verifying your details.

Answer:  The MTN security number is a 16 digit number which consist of 12 digits Customer ID and 4 digits Security Key that is totally unique and personal to you. This number is very important and must be protected by not disclosing it to a third party.  MTN Nigeria will not be held liable for any loss or damage resulting from the disclosure of your MTN Security Number to third parties.

Answer:  The MTN security number opens the door to a world of convenient, safe and Do It Yourself Customer service. You will need your MTN Security Number to access customer service and self-help channels on the MTN Network. The Security Number protects your SIM and ensures that no fraudulent activity can be carried out on or with your MTN SIM.

Answer: MTN will send your Security Number via SMS and email, where email address is available

Answer: No, you will not be required to present the 16 digits of your Security Number every time depending on the service channel you use.

Answer:  If you cannot remember your MTN security number you can reset it either by calling the 180, via the Web and by visiting any of the MTN Customer service walk-in centers pan Nigeria.

Answer:  If you have registered your SIM but have not received your MTN Security number, please visit any MTN Walk-in center. Upon verification of ownership of your SIM, your security number will be sent to you.

Answer: Yes, you can change the last 4 digits of your MTN Security number. MTN would advise that you change the last 4 digits of your security number immediately you receive it. To change your MTN Security number simply log on to www.mtnonline.com to access the Web Self Service

Answer: MTN advises that you do not disclose your Security Number to a third party as MTN Nigeria will not be held liable to any loss resulting from disclosure to third parties.

Question: Who will receive the MTN Security Number?

Answer: All registered and unregistered MTN customers must receive security numbers.

Question: What should I do if my Security Number is compromised?

Answer: A customer who feels his/her security number has been compromised should immediately call or visit the customer service center to reset his security number, or change his security key himself using  any of the available channels such as the web.

Question: What is MyIVR?

Answer: MyIVR is a personalised self help service that enables you resolve issues you may encounter while using MTN services without speaking with a Customer Care Representative

Answer: You will need MyIVR to access up to date information on MTN products and services, resolve issues and queries you may encounter while using MTN services without speaking with our customer care Representatives

Answer:  you can get through to MyIVR by dialing the following numbers:

Answer:  MyIVR is free when you are calling with an MTN number. However, calling from other networks will be charged as per the applicable tariff plan

Answer: The languages available on MyIVR are: English, Pidgin, Igbo, Yoruba, Hausa, French, Spanish, and German

Answer:  You will not be able to speak with a customer care representative while on the MyIVR. To speak with a customer care representative, simply dial 180 and follow the voice prompt.

Answer: No, you will not be able to pause MyIVR

Question: What is quick dial on MyIVR?

Answer: Quick dial on MyIVR enables you to skip other IVR announcements to the particular service you require by pressing a reduced number of keys instead of listening to all the instructions on MyIVR menu. For example instead of listening to the instruction on MyIVR to get to “Register caller tunez service” Simply dial 1221 as soon as you get to the main menu.

Answer:  The quick dial on MyIVR starts working as soon as you get to the main menu after the welcome greetings and authentication.

Answer:  Listed below are quick dials available on MyIVR. However, quick dial on MyIVR may change as new products and services are added to MyIVR 

MyIVR Quick Dials

Answer: Migration in MTN terms is the movement of a customer from one tariff plan to another.

Question: How do I migrate to any of the new MTN tariff plans?

Answer:  To migrate to:

• MTN Family and Friends; text 407 to 131 OR dial *407#. For more information click here
• MTN Pulse; Text 406 to 131 or dial *406# from your phone. For more information click here       
• MTN Smooth Talk; Text 401 to 131 or dial *401#. For more information click here       
• MTN Super Saver prepaid; Text 408 to 131 OR dial *408#. For more information click here

Question: How can I migrate from prepaid to postpaid?

ANSWER: Visit any of our Walk In - Centres with the following:

• Mode of identification: valid driver´s license, international passport or National Identity card
• Utility bill: PHCN, Tenancy agreement, water rate
• Six month bank statement or letter of guarantee from your bank
• Two coloured passport photograph

Question: How do I activate MTN Blackberry service?

Answer: Dial *123# and follow the options or click here for more options.
If your SIM card is new, please remember to complete SIM registration beforehand.

Question: What happens if I do not use my bundle before expiry date?

Answer: You will lose your data minutes if you do not use it before the expiry date

Question: Can I subscribe to more than one Blackberry bundles at a time?

Answer: No, you can only subscribe to one BlackBerry bundle at a time

Question: Can I subscribe to another Blackberry bundle plan after the expiration of my current plan?

Answer: Yes, you can choose to subscribe to any of the plan after the expiration of your current Blackberry Plan

BIS/ BBQ

Question: How does a customer activate these plans?

Answer: By sending the activation code to  21600. The plans can also be activated via USSD (*123#)

Question: What extra benefits do I get  on the BIS/BBQ?

Answer: In addition to the standard offerings, you will automatically get access to unbeatable call rates on the MTN network; 17kobo on-net calls and 35kobo off-net call. All other rates including SMS and international calls will be same as Super-saver.

Question: What happens if I have Friends and Family?

Answer: Your FAF will be rendered inactive when you subscribe to the BIS/BBQ. They will however be restored after the Blackberry subscription expires.

Question: What happens if I have an active link bundle before subscribing to BIS/BBQ?

Answer: You will continue to use your link bundle until it is exhausted or expires. The validity of your link bundle will remain unchanged.

Answer: You will stop to enjoy Blackberry services and your voice tariff rates will be restored to the default rate applicable to your tariff plan.

Question: How  would a customer activate the BB Complete plan?

Answer: By sending activation code to  21600. This plan can also be activated via USSD (*123#)

BB Complete

Question: What will a customer do in order to qualify for the N200 on-net bonus?

Answer: Customers only needs to subscribe to BB Complete to get this bonus. Note that this bonus will expire on the expiry date of the subscription.

Question: Would  it be possible for a customer to check his bonus account balance on this plan? 

Answer: Yes,  to do this, customer  will only need  to send  *559#  to get his  account balance. 

Question: Will I be able to use my bonus on off-net calls? 

Answer: No, the bonus can only be used when you are making on-net calls. All off-net calls will be charged from your main account balance, provided you have sufficient airtime.

Question: How do I purchase MTN fast link Modem?

Answer: You can purchase your Fastlink Modem at any of our walk in centres closest to you with the following:

• Valid ID card (Drivers Licenses, Int. Passport Or National Id Card)
• Passport Photograph
• Proof of Address (Utility Bill-Showing Residential Address)
• Filled Customer Agreement Form (always available in Walk-in centres)

Question: How do I activate MTN Fastlink?

Answer: MTN Fastlink is simple and easy to use, simply plug in your Fastlink modem to your device and subscribe to any of the Data bundle Plan.
For information on Fastlink activation click here . Also click here for available data plans

Question: Can I subscribe to more than one data bundle plan at a time?

Answer: No, you can only subscribe to one data bundle plan at a time

Question: Can I subscribe to another data bundle plan after the expiration of my current plan?

Answer: Yes, you can choose to go to any of the data bundle plans after the expiration of your current Data bundle plan

Question: What is MTN Mobile Internet Bundle?

Answer: MTN Mobile Internet Bundles are flexible and affordable browsing plans for use on your mobile phone; classified by data volume and validity period.
Please click here to see available Mobile internet bundle plans

Question: What are the benefits of MTN Mobile Internet Bundles?

Answer:

• They are convenient and easily accessible
• MTN's data coverage is the most extensive, spanning the whole of Nigeria. So, you can use your mobile internet bundle where ever you are within Nigeria.
• Value for money

Question: How do I access a Mobile Internet Bundle plan?

Answer: You need an internet-enabled phone and an MTN SIM card. Your MTN SIM card is pre-configured with MTN's data settings and is ready to use for Internet browsing.  However, if you own an older SIM that is not configured for browsing, text SETTINGS to 3888 and save the settings received immediately. You can also configure manually. Please click here to get the MTN configuration settings MTN strongly recommends that you subscribe to a data plan before browsing on your phone in order to get the best value and avoid paying the out-of-bundle rate unnecessarily.

Question: How do I keep track of how much data I'm using?

Answer: To check your data consumption, text 2 to 131 to see how much of your data you have used as well as your bundle expiry date and time.

Question: How do I know when my bundle plan expires?

Answer: You will get an SMS notification once your bundle plan expires. You may wish to renew your subscription by texting the code of your preferred plan to 131 each time it expires; otherwise you will be charged the out-of-bundle rate.

Question: How much am I charged per KB without a bundle plan?

Answer: If you are not subscribed to a bundle plan, you will be charged an Out-of-Bundle rate of 5k/kb. If you are subscribed to a bundle plan, you will be charged in-bundle which is always cheaper than browsing out-of-bundle.  
               
Question: Can I convert my un-used data to airtime?

Answer: No, you will lose any un-used data at expiry

Question: What if I use my phone as a modem to a PC?

Answer: You will be connected but your data allowance will get consumed much faster. We recommend Fast link bundles if you want to connect your PC.

Question: Can I get assistance if I encounter challenges using the device?

Answer: Yes, you can contact our trained consultants in any of the following ways to provide assistance:

• You can call our customer service toll free help line - 180 to talk to our customer care representatives
• Visit any of the MTN Walk-In centres
• Send email to customer care@mtnnigeria.ne

Question: How do I activate my DSTV mobile in other to enjoy uninterrupted access irrespective of location?

Answer: From your Phone Menu go to settings and confirm the following configurations:

• Ensure you’re Date and Time is correct
• Auto Update: off
• Connectivity > Packet Data: Always online
• Configuration > Personal configuration > account Name = MTN GPRS > Username = web >Password = web > Access Point Name (APN) = web.gprs.mtnnigeria.net
• Homepage: www.google.com
• User preferred access point: Yes

DSTV mobile coverage must be available at your location before you can access the service.

Question: Can I answer my calls while watching Mobile TV?

Answer: Yes, you will be able to answer your calls while watching mobile TV; however, your mobile TV will be on pause mode until after the call

Question: Can subscribe to DSTV channels with my prepaid and postpaid lines?

Answer: Yes both can subscribe with both prepaid and postpaid line

For more information about DSTV mobile, click here

Question: How do I purchase a special number from MTN?

Answer: Visit any of the MTN Walk - In Centres to purchase a special number. Click here to view a list of our centres
Obtaining a special number is subject to availability of the particular special number

Question: How do I recharge my MTN line?

Answer: You can recharge my MTN line in a number of ways

For Prepaid line:

• Dial *555* PIN # and press send to recharge
• You can transfer credit via the MTN share N Sell You can recharge via Virtual Top up (VTU) Click here to learn more about VTU
• Dial our self service 181 and follow the voice prompt

For Postpaid line

• Dial *557* PIN # and press send to recharge
• You can recharge via Virtual Top up (VTU) Click here to learn more about VTU
• You can transfer credit via the MTN share N Sell
• Dial our self service 181 and follow the voice prompt

Question: How can I be assisted if part of my recharge card is not visible?

Answer:

• Call our customer care help line 180 or
• Visit any MTN Walk - In Centre closest to you
• Scan the recharge card and send to customercare@mtnnigeria.com

Question: My recharge status has been barred after several unsuccessful attempts to load credit on my line, how do I unbar my line?

Answer:

• Your line will automatically unbar after 30mins - 1hr.
• Dial our self help service 181 and follow the voice prompt
• Dial 180 to speak with our customer care representatives
• Visit any of our Walk In Centres

Question: How do I check my credit balance?

Answer:

For prepaid line:

Dial *556# and press send
Write 8 and send as text to 131
Dial our self help service 181 and follow the voice prompt

For Super Saver postpaid line

• Dial *558# and press send
• Write 8 and send as text to 131 you can also
• Dial our self help service 181 and follow the voice prompt

Question: How do I unblock my MTN Share ‘N’ Sell PIN? Click here to learn more about MTN Share ‘N’ Sell

Answer: Call our customer care help line 180 or visit any MTN Service centre closest to you Click here to view a list of our Walk -In centres

Question: My SIM has been damaged how to I get a SIM replacement?

Answer:

• Buy an MTN Welcome Back Pack and call our customer care help line - 180
• Visit our Walk - In Centre with a Valid Identity card (Drivers License, International Passport or National Identity card)
• You will be required to answer some security questions before SIM replacement can be completed

Question: How much does it cost to get a SIM replacement?

Answer: SIM replacement costs N150 only

Question: How long can I keep my line inactive before it can be disconnected?

Answer: To have complete access to your line, receive calls, recharge your account, make calls or send SMS within 90days. After 120 days of inactivity, your line will be disconnected from the network