To prevent unauthorized access to your SIM card you can setup a safety PIN. You will be required to enter the PIN to activate the SIM every time your device is switched on.

How to setup a PIN?

For iOS devices: Go to settings
Select “Mobile Service”
Select “SIM PIN”
Change your SIM card PIN and save

For Android devices: Go to settings
Scroll down & select “Security & Privacy”
Select “Other security settings”
Tap SIM card lock
Click on the Lock SIM card toggle
Tap “Change SIM PIN”
Enter your default SIM PIN – MTN’s default SIM PIN is 1234
Enter your new SIM PIN and tap OK’

Be careful when entering your default PIN. If you enter the wrong PIN three times, your SIM card will be locked, and you will need your PUK number to unlock it.

What happens if I put in the incorrect PIN?

If the PIN has been entered incorrectly three times, your device will lock the SIM and will require a PUK (PIN Unblocking Key) number to unlock the SIM.

Where do I get my PUK number?

You can call PUK 135 from a different number in order to get your PUK number.

USSD using another MTN Number

Dial _*135#
Select option 3 “Prepaid”
Select option 2 “PUK or Locked Phone”
Select PUK 1 or PUK 2 Number
Enter the number that requires a PUK
Select how you want to receive your PUK by selecting option 2 to “Display PUK number here”

What is the difference between PUK 1 and PUK 2?

PUK 1 is used to unlock your SIM card when your PIN has been entered incorrectly three times. PUK 2 is used to unlock PUK 1 in the event that it has been entered incorrectly.

What happens if I enter PUK 2 incorrectly?

If PUK 2 has been entered incorrectly, the SIM card will be permanently blocked and can no longer be accessed or used. If the SIM is blocked, a sim swap will be required.

How do I change my PIN?

For iOS devices: Go to settings
Select “Mobile Service”
Select “SIM PIN”
Change your SIM card PIN and save

For Android devices: Go to settings
Scroll down & select “Security & Privacy”
Select “Other security settings”
Tap SIM card lock
Click on the Lock SIM card toggle
Tap “Change SIM PIN”
Enter your old SIM PIN
Enter your new SIM PIN and tap OK’

Be careful when entering your old PIN. If you enter the wrong PIN three times, your SIM card will be locked, and you will need your PUK number to unlock it.

How to prevent SIM card damage?

Avoid frequently switching your SIM card from one device to another as this can result in chip being scratched which will permanently damage the SIM card.

Consider getting SIM card insurance.

MTN SIM card insurance will cover you in the event that your SIM card is damaged or lost.
Contract customers can get SIM card insurance for a monthly fee of R2, cover includes unlimited free SIM swaps and damage or loss. Customers can make a claim on their SIM card insurance at any MTN store.

SIM Swap Fraud

SIM swap fraud is a reality. We encourage you to stay vigilant and never share your MTN PIN, OTPs, passwords and other security information. Beware of fraudsters posing as MTN agents that call customers and use scare tactics to deceive you into sharing your personal information. If you have to question the authenticity of the call, rather end the call and make sure to not give out any personal information like your ID number and banking details.
Sharing sensitive information can result in unauthorized SIM swaps and number cloning which are stunt that scammers execute to get your number and use it for fraudulent activity.

Learn more about SIM swap fraud here
To report fraud contact: fraudhelp@mtn.com or call 083 123 4357