A. The following Terms and Conditions contain assumptions of risk and/or liability by Customers and limit and exclude liabilities, obligations, and legal responsibilities which Mobile Telephone Networks Proprietary Limited (“MTN”) will have towards Customers and other persons.
B. These Terms and Conditions also limit and exclude Customers rights and remedies against MTN and place various risks, liabilities, obligations, and legal responsibilities on the Customer.
C. These Terms and Conditions may result in Customers being responsible for paying additional costs and amounts and MTN may also have claims and other rights against the Customer.
D. Please pay careful attention to terms and conditions highlighted in bold text.
E. To the extent that the Terms and Conditions or any goods or services provided under the Terms and Conditions are governed by the Consumer Protection Act, 2008 (“the CPA”), no provision of these Terms and Conditions is intended to contravene the applicable provisions of the CPA. Therefore, all provisions of the Terms and Conditions must be treated as being qualified, to the extent necessary, to ensure that the applicable provisions of the CPA are complied with.
F. You must read these Terms and Conditions. Your participation will constitute as an agreement to comply with these Terms and Conditions.
G. Please pay special attention to all the clauses, especially the ones marked in bold.
1.1. The eSIM-enabled devices such as the Smartphone and Wearables Product Offering (“the Service”) is currently available in-store, and online until discontinued by MTN, on notice to you.
1.2. MTN introduces the eSIM capability and service for use on approved Smartphones and Wearables. An eSIM (embedded SIM) is a form of electronic programmable SIM card that is embedded directly into approved smartphones (Android & Apple), tablets, and wearable devices. It does everything a physical SIM card does, but you cannot physically remove it (“eSIM”).
1.3. The introduction of this service and capability is, at present, only possible for selected Smartphones, as the primary number for both prepaid and contract customers. In addition, selected eSIM-enabled wearables are available for you to link as a secondary device, to the Smartphone’s primary profile/number, allowing the wearable to share from the Smartphone.
1.4. The product and service are only available to prepaid & contract customers who upgrade to an eSIM-enabled device, new customers who sign up for a contract or prepaid customer takes up an eSIM, and existing customers who want to add a line to an eSIM-enabled device. Prepaid price plans are now presently compatible with eSIM service.
1.5. MTN currently supports selected eSIM-enabled devices on prepaid or contract for its individual (consumer and Business/Enterprise Employee Connect) customers only.
1.6. Should you already be in possession of an eSIM-enabled device, then you will be able to bring your own eSIM-enabled device and do a SIMSWAP from the physical SIM to activate an eSIM MTN profile (prepaid or contract line), on the said device.
1.7. MTN has created an in-store capability for customers to activate an eSIM through a process involving a QR code for selected Smartphones and wearables. To activate an eSIM for the first time, you as the customer must obtain an eSIM activation QR code from your nearest MTN store and initiate a process involving the scanning of a QR code on the selected device or wearable.
1.8. The eSIM cannot be removed from the device, however, it can be linked and de-linked from your profile/s in the event of the device being sold, lost, or stolen. To delink the eSIM from the device, you must contact MTN customer care on 083135, free from an MTN connected device.
1.9. This eSIM Service is available on any local network within South Africa. International Calling is available by default on an eSIM. International Roaming must be activated through MTN Store or by contacting the call centre. Should you travel outside of South Africa, standard International Roaming Rates and Terms and Conditions will apply. If you dial an international operator, International Calling Rates and Terms and Conditions will apply.
1.10. Your eSIM Smartphone may have dual sim capability i.e., where the devices have capacity for both an eSIM and a physical sim slot. In this event, you can add lines on both sim slots and will be able to switch between profiles for prepaid/ contract lines to use.
1.11. The eSIM will allow you to store multiple profiles on a single device, effectively having two or more numbers, and switch between them with ease.
2.1. To register, activate or link an eSIM to your profile, you can follow the self-service steps on the MTN eSIM website or visit an MTN Store
2.2. Self-service process: connect your device with an eSIM using the below steps:
2.2.1. Rica your voucher pack before proceeding.
2.2.2. Please ensure that your smartphone device is connected to the Wi-Fi network.
2.2.3. Go to settings on your smart device to enable eSIM on your mobile plan or service.
2.2.4. Follow the instructions on your device.
2.2.5. Use your smart device camera to scan the QR code on the voucher
2.2.6. Once completed, you will receive an SMS with your MTN cell phone number.
2.2.7. Ensure that your eSIM is active.
2.3. MTN Store process:
2.3.1. Standard RICA rules and processes will also apply to the provision of eSIMs.
2.3.2. If you are a new MTN customer, your eSIM must be registered in terms of the RICA process, and this RICA process must be completed before activating the eSIM.
2.4. Once completed with the RICA process the QR code will be provided to the customer in-store to activate the eSIM profile, which will need to be scanned by the main (primary) eSIM-enabled device to complete the linking of the eSIM to your profile.
2.5. If you are unable to scan the QR code, you can manually enter the SM-DP+ address and the Activation Code provided.
2.6. The QR code is unique and is applicable for one-time use on one device only.
2.7. The QR code is does not expire
2.8. WIFI access is required for the activation.
2.9. You cannot have Physical Sim and eSIM active on the MTN network as the same number or profile.
2.10. Calls, SMS, or Data transactions initiated from the eSIM device will consume from the bundle/s available on the main prepaid price plan or contract line, and where no bundles are available, it will consume at the applicable out of bundle Voice, SMS, or Data rate of the price plan.
2.11. Unless the context dictates otherwise, the standard MTN terms and conditions apply to the use of this product.
3.1. For Samsung wearables the following applies: The offering will be for selected wearable devices that support the download of an eSIM profile via the scanning of a QR code through a paired primary device. (Samsung Galaxy watch).
3.2. For the Apple Watch the following applies: Apple Watch will not follow the QR code activation process, this will be an on-the-device via mobile application activation process.
3.3. A maximum of one secondary device will be allowed to be linked to the primary device.
3.4. When you receive a call, both the handset and wearable will ring, and the call can be answered on either device. When you make a call from the wearable, the receiving party sees the primary number or profile as the originator, however the wearable can be used independently i.e. primary device can be switched off.
3.5. Additionally, any usage from the eSIM wearable will be charged as if the call originated from the primary number or profile. This will apply to all bearers (Voice/Data/SMS)
4.1. Should you want to swap your physical SIM card for an eSIM profile, you can use the online self-service offering here (URL), OR you can go into an authorised MTN store for assistance.
4.2. Should you need to do a SIM swap on your primary number, you will be required to de-link the eSIM from the eSIM-enabled smartphone or wearable device via the call centre who will assist you in performing the SIM swap, and then re-link the eSIM on the eSIM-enabled smartphone or wearable by scanning your unique QR code again. This can also be performed on https://www.mtn.co.za/home/eSIM or in store at an authorised MTN Store.
5.1. A Smartphone enabled with eSIM will not be charged an eSIM subscription cost.
5.2. An eSIM value added subscription of R25 per month (including VAT), will be charged for linking the wearable to the Smartphone, to share the primary profiles value and number. This will only be applicable to Contract customers. Prepaid customers will not be charged.
5.3. A wearable will be available as a 2-4-1 deal or add on to existing contract, the monthly deal subscription will vary based on the paired devices.
5.3.1. The Smartphone deal pricing will vary based on the price plan and device chosen (contract deals).
7.1. You will receive SMS notifications on 50% (fifty percent) ,80% (eighty percent) and 100% (one hundred percent) depletion of your data bundle, voice bundle or SMS bundle.
7.2. You may opt-out of receiving usage notifications. Usage notifications do not apply to free promotional and unlimited data.
8.1. You can migrate between price plans. If you migrate you will keep your paid for value and any other paid for bundles loaded. Any promotional value and bundles will be forfeited.
8.2. Contract Plans
8.2.1. You will have to set up and pair your eSIM wearable again once the primary device is activated on the new plan.
8.3. Prepaid
8.3.1. You do not need to pair your eSIM wearable again if you change price plan
8.4. if you are using an eSIM and migrate to a prepaid plan from a post-paid plan, you will need to call customer care (135) centre or visit our MTN store.
9.1. You may port your mobile number to any other licensed network in South Africa.
9.2. Prepaid Porting
9.2.1. Get an MTN eSIM voucher from your nearest MTN store.
9.2.2. Whilst you’re in the store, RICA your new MTN eSIM. You will need to have your Identity Document (ID) together with your proof of residence.
9.2.3. From your current physical SIM card, SMS PortMe# plus the new-MTN-eSIM-number to 083 767 8287 (normal SMS rates apply)
9.2.4. You will receive an SMS, confirming whether your request was authorized or declined to port to the MTN network.
9.2.5. Remove your current operator SIM card from your phone the next day and insert your new SIM card into your phone.
9.2.6. Dial 136 to activate your new eSIM card.
9.2.7. Your eSIM will now be active.
9.3. Contact Porting
9.3.1. Contract ports require the subscriber to provide authentication details to the network they want to port to.
9.3.2. The information required for a contract port includes the existing account number, and the subscriber’s ID linked to the account.
9.4. This information is sent by the destination network to the existing operator – or donor network – which then approves or declines the port.
9.5. Should the account be in arrears, or the authentication information incorrect, the port will be declined.
9.6. Once approved, all port activations get processed during what is called Network Synchronisation Time (NST), which is governed by the NPC.
9.7. NST falls between 19:30 and 23:30, Monday to Saturday, and is like the witching hour for networks. If a port is submitted on a Sunday or public holiday, it will only happen the next business day.
9.8. During NST, the donor network deletes the number off its system and updates its call routing to the new network.
9.9. The destination network then activates the number on its billing system and updates routing of calls.
9.10. Finally, your eSIM stops working on the old network, and the eSIM is activated on the new network.
9.11. When you port your post-paid number, you may have to pay early termination penalties in terms of your Subscriber Agreement.
9.12. If you port, all-inclusive, and other value will be forfeited.
9.13. Should the primary number, with the secondary eSIM linked, port from the MTN Network to another mobile network; the eSIM service will be removed and connectivity to the MTN Network via the eSIM will be lost. eSIM will need to be re-setup on the new mobile network where supported.
10.1. MTN reserves the right to terminate your services immediately where we suspect abuse on the MTN network or services, fraud, criminal activity or when your use of the service places an unreasonable constraint on the MTN network which may impact the experience of other MTN Customers.
11.1. MTN is not responsible for a service being interrupted and/or failing for any reason.
11.2. Subject to the provisions of the Consumer Protection Act, you indemnify MTN and their directors, officers, employees and agents, against any and all claims for any loss or damages, whether direct, indirect, consequential or otherwise, arising from any cause whatsoever in connection with your use of this Service, network failure, or interruptions.
The above Terms and Conditions must be read together with your Subscriber Agreement. Your use of this Service will constitute your agreement with the Terms and Conditions. MTN reserves the right to amend these terms and conditions on notice to you.