Frequently Asked Questions

Q	Do I need to have a minimum amount in my account?

There is no minimum balance requirement on your MTN Mobile Money account.

Q	Do I need to pay any service charges for having an MTN Mobile Money account?

Opening an MTN Mobile Money account is free of charge. The system will automatically deduct transaction charges from your account when a mobile money transfer or withdrawal is made. You can view the charges on the MTN Mobile Money tariff table, you can get a copy from any MTN Service Centre or from a MTN Mobile Money Agent.

Q	I already have a bank account. Can I access it using MTN Mobile Money?

Your MTN Mobile Money account is separate from your bank account. However, you will be able to access your bank account in the future.

Q	Can I use my MTN airtime to top up my MTN Mobile Money account?

Your MTN Mobile Money account is completely separate from your MTN airtime. However, you can use your Mobile Money value to buy airtime for your own or another MTN number.

Q	Does MTN Mobile Money work across networks?

MTN Mobile Money is available for MTN customers only. However, you can send money to another mobile number on other local networks.

Q	What is the difference between a registered MTN Mobile Money customer and an unregistered customer?

An MTN Mobile Money customer can access the full set of services we offer. An unregistered customer can only go to an agent to withdraw the cash sent to him/her by registered Mobile Money users, but cannot carry out other Mobile Money transactions.

Q	Where can I deposit into my MTN Mobile Money account?

You can deposit money into your account at MTN Mobile Money agents with agent signage countrywide and at MTN service centres.

Q	What do I do in case of a wrong transfer?

Call MTN Customer Services on 111 for assistance.

Q	Is it possible to top up unregistered users?

You can top up any MTN prepaid number using your Mobile Money account.

Q	Can I top up if I am an MTN postpaid subscriber?

MTN postpaid subscribers will be able to top up other MTN PayAsYouGo accounts but not their own number.

Q	What happens if I do not get an SMS confirming an MTN Mobile Money transaction?

On occasion there could be a delay in receiving your SMS from MTN Mobile Money. If this happens, contact the MTN Customer Services on 111.

Q	When does my MTN Mobile Money PIN expire?

Your Mobile Money PIN does not expire. You may, however, change your PIN at any time that you wish to.

Q	How many times can I change my MTN Mobile Money PIN?

Currently, there is no limit to the number of times you can change your PIN.

Q	What happens if I lose my SIM?

Call the MTN Customer Service helpline on 111, for both prepaid and postpaid, to have your account suspended. Once you have completed a SIM swap to retain your number and activate your SIM as usual, you will be able to reactivate your MTN Mobile Money account by calling 111 and request the MTN Customer Services Agent to lift the suspension.

Q	Is a photocopy of my passport or ID sufficient to register or perform cash transactions at an agent?

No, we need to see both the original and the photocopy of any of the identification documents listed.

Q	Will my transactions be limited to the agent/outlet where I registered?

No, you will be able to carry out transactions at any MTN Mobile Money agent countrywide.

Q	How safe is my money?

If you have registered, your money is safe since every transaction requires identification in the form of a secret PIN. This is enhanced by use of a verification code for any message from MTN Mobile Money.

Q	Can I send airtime through MTN Mobile Money if I'm out of the country?

As long as there is MTN Mobile Money in your account and you have roaming on your line, you will be able to send airtime.