Lost or Stolen Handsets

Lost or stolen Cellphone / Sim Card

Contact Numbers

1. Contract Customers

CELL: 808 (Free from MTN Service Provider phone)

TEL: 083-1-808 (From another Service Provider e.g. Telkom, Vodacom, Cell C, 8ta)

2. Prepaid Customers

CELL: 173 (Free from MTN Service Provider phone)

TEL: 083-173 (From another Service Provider e.g. Telkom, Vodacom, Cell C, 8ta)

3. SME / Business Customers

CELL: 809 (Free from MTN Service Provider phone)

TEL: 083-1-809 (From another Service Provider e.g. Telkom, Vodacom, Cell C, 8ta)

To Block or Suspend the SIM

Call MTN Service Provider Customer Service desk on numbers listed above.
You have two choices as to which process you would like to follow:
Speak to a Call Centre agent who will block your SIM card and then request a reference number from the Call Centre agent in respect of the blocked SIM card.
Use the IVR self help system. Call MTN Service Provider Customer IVR and select option 2 to suspend your lost or stolen SIM. The system will prompt you through the process.

Lost or stolen Handset

Request that the Call Centre Agent blacklists your handset. You will need your IMEI number and the make / model of the handset (this is the handset serial number that you will find on the original handset package/box)
The Call Centre Agent will provide you with a Blacklisting ITC reference number.
Please also report the incident to the South African Police Services (SAPS). The SAPS will require the ITC blacklisting reference number for a case to be opened.
the SAPS will give you a case number
You will then again need to contact the Call Centre with the police case number in order to complete the blacklisting process.
the Blacklisting process is now complete (please keep this ITC reference number as this will be proof that your handset has been blacklisted)

To acquire a new SIM Card Call the Customer Service desk on numbers listed above.

To request a SIM swap so that you can retain your current cellphone number, the Call Centre Agent will guide you through the steps to obtaining your new SIM card whilst on the line.
If you do not wish to retain your number, the Call Centre Agent will guide you through the steps to obtaining a new cell number.

To claim from Insurance on the Handset

If your handset is insured, report the incident to your insurance company. You would need a blacklisting ITC reference number as well as the SAPS case number to process your claim.

Devices Car kits or any other accessories are not covered. The insurance policy only covers the handset stipulated on the application form.

Insurance through MTN SP vs. Personal

Click here for MTNSP Insurance

How to Blacklist a postpaid handset: at a MTN Store or Dealership

Inform the Customer Services Representative (CSR) that you need to blacklist your handset.
The CSR will request your name and cellphone number.
You will be required to answer a few security questions:
make / model of the handset,
IMEI of the handset (this is the handset serial number that you will find on the original handset package/box),
ask the agent to find the IMEI number if you don’t know what it is,
reason for the blacklisting, and
date / time the handset was last used.
The agent will then blacklist the handset and provide a Blacklisting ITC reference number & MTN reference number.
Please also report the incident to the South African Police Services (SAPS). The SAPS will require the ITC blacklisting reference number for a case to be opened.
the SAPS will give you a case number
You will then need to contact your service provider with the police case number in order to complete the blacklisting process (or you can revisit the store / dealership)
the Blacklisting process is now complete (please keep this ITC reference number as this will be proof that your handset has been blacklisted)

MTN Active: Self Help – registration required

MTN Active allows you to access detailed billing information online, which gives you the power to track and control your MTN SP cellphone account. MTN Active also makes it easier and faster than before to request information from MTN SP and to submit, track and manage service related queries. You can also see cellphone invoices, unbilled cellphone usage, carry over minutes and manage your personal phonebook online.

For more information, click here or assistance with MTN Active phone 1761 from your MTN cellphone.