FAQ's

What’s On Your Mind?

FAQ's

What’s On Your Mind?
FAQ’s
What’s On Your Mind?

Q: How do I active my SIM card?

Please contact the Activations Department on 083 123 9622.

Q: Do I need to RICA my MTN SIM?

No, you are not required to RICA the SIM card. This is done automatically upon delivery.

Q: What is my new phone number?

You will receive a welcome SMS with your new cellphone number once your SIM is activated.

Q: How long does delivery take?

Your package will be delivered within 3 to 5 working days (excluding weekends and public holidays).

Q: I am waiting for my deal to be delivered. Who can I contact?

Please contact our courier services provider, DSV, on 011 671 9500 to follow-up on delivery.

Q: My device has been delivered but I cannot connect to the network?

Please contact the Activations Department on 083 123 9622.

Q: How do I check my balance?

It’s easy to check your MTN account balance. Just follow these simple steps:

  • Dial 141 for updates on remaining airtime, SMS or data
  • Dial *141# for a summary balance
  • Dial *141*1# for a detailed balance
Q: How do I upgrade?

Upgrading through Mondo is simple. You can either call our Customer Care team directly or select the deal you want, complete our short online application and one of our friendly Customer Care consultants will call you back.

Q: How do I top up?

Purchase an MTN PayAsYouGo recharge voucher and follow these steps:

  • Dial *141* recharge voucher pin# or
  • Dial 141, select option 3 and then enter your 16-digit recharge voucher pin followed by #
Q: How do I buy airtime from an ATM using my bank card?
  • Put your bank card into the ATM
  • Enter your PIN
  • Choose ‘Airtime’
  • Enter the cellphone number you wish to top up
  • Choose the amount you need
  • Your airtime will be immediately credited
Q: What airtime denominations are available from MTN?

Airtime is available in denominations of R5, R10, R15, R30, R60 or R180. You can also top up using MTN Eazi Recharge or using your bank’s cellphone banking, internet banking and ATM banking services from as little as R5, increasing in values of R1, up to a maximum of R1 000. If you have an airtime sponsor, you can request an airtime Me2U transfer.

Q: How long is my airtime valid?

Airtime bought for R15 or less lasts 20 days. Airtime from over R15 to R25 lasts 30 days. Airtime from over R25 doesn’t expire (unless there’s no activity on your SIM card for 120 consecutive days).

Q: How do I request a Me2U airtime transfer?

Send a request by dialling *141*3# and follow the prompts, or dial *141*6328*(cellphone number you’re requesting from)#

Q: What is MTN Eazi Recharge?

MTN Eazi Recharge is an innovative service that allows you to buy MTN PayAsYouGo airtime, as well as MTN SMS and internet bundles whenever and wherever you need it.

All you need to do is register your card once via an MTN menu on your cellphone. Once you have registered your card you can then use your cellphone to buy airtime directly from MTN.

Q: How do I register for MTN Eazi Recharge?
  • Dial *141*10#
  • Enter your date of birth
  • Enter the card number as it appears on the front of your credit, cheque or debit card
  • If registering a credit or cheque card, enter the expiry date of your card
  • Confirm your details
  • Enter the bank issued PIN for your bank card (the PIN you’d use at an ATM)
Q: How do I buy airtime using MTN Eazi Recharge?
  • Dial *141*10#
  • Select the ‘Buy Airtime’ option
  • Choose or enter the cellphone number you want to buy airtime for
  • Enter airtime amount between R5 and R300
  • Confirm the purchase details
  • If you’ve registered a credit or cheque card, enter the last three numbers on the back of the card
  • Enter the bank issued PIN for your card
Q: How do I buy SMS or data bundles using MTN Eazi Recharge?
  • Dial *141*10#
  • Select the ‘Buy Bundle’ option
  • Select either the ‘Buy Internet Bundle’ or the ‘Buy SMS Bundle’ option
  • Select the bundle you want to purchase from the menu
  • Choose or enter the cellphone number you want to buy for
  • Confirm the purchase details
  • If you’ve registered a credit or cheque card, enter the last three numbers on the back of the card (CVV number)
  • Enter the bank issued PIN for your card
Q: Can you help me with my bill?

Please contact the MTN Customer Care line for billing queries on 083 1808.

Q: What is CLI or Caller Line Identity?

Caller Line Identity or CLI lets you see who is calling you by displaying the number on your phone and allows other people see that you are calling them. This makes it easy for you to screen your calls. Call 808 to activate the service if you're on an MTN Contract. The service is set up automatically for MTN PayAsYouGo customers.

Q: When are MTN off-peak times?

Weekdays from 19:00 to 07:00, Saturdays, Sundays and public holidays are off-peak times for My MTNChoice, My MTNChoice Flexi and MTN PayAsYouGo customers.

Q: When will my first subscription fee be debited from my account?

Your first bill will consist of a pro rata amount plus your full monthly subscription fee. This amount will be debited in the first month after activation. For example, if your mobile plan was activated in mid-September, you will receive your first bill in October. This bill will include the full subscription fee for October plus the pro rata amount from September. The pro rata amount is calculated based on the number of days you enjoyed access to services between the sign-up date and the date of your first bill. In a nutshell, this amount is a portion of your full monthly fee.

Q: I’ve changed my mind about the contract. Is there a “cooling off” period?

You have 10 days from the date of delivery to cancel the contract. If the deal came with a mobile device then the device must be returned to your nearest MTN store.

Q: My device is not working! What do I do?

Your device will be replaced or repaired within 10 days of receiving it. You can take the faulty device to your nearest MTN store or contact MTN Customer Care to arrange collection. Please note that the device will not be replaced or repaired if it is damaged due to negligence.

Q: I can’t find what I’m looking for here. What should I do?

For more MTN FAQ’s, please visit: https://www.mtn.co.za/Pages/FAQ-Service.aspx

Q: How do I active my SIM card?

Please contact the Activations Department on 083 123 9622.

Q: Do I need to RICA my MTN SIM?

No, you are not required to RICA the SIM card. This is done automatically upon delivery.

Q: What is my new phone number?

You will receive a welcome SMS with your new cellphone number once your SIM is activated.

Q: How long does delivery take?

Your package will be delivered within 3 to 5 working days (excluding weekends and public holidays).

Q: I am waiting for my deal to be delivered. Who can I contact?

Please contact our courier services provider, DSV, on 011 671 9500 to follow-up on delivery.

Q: My device has been delivered but I cannot connect to the network?

Please contact the Activations Department on 083 123 9622.

Q: How do I check my balance?

It’s easy to check your MTN account balance. Just follow these simple steps:

  • Dial 141 for updates on remaining airtime, SMS or data
  • Dial *141# for a summary balance
  • Dial *141*1# for a detailed balance
Q: How do I upgrade?

Upgrading through Mondo is simple. You can either call our Customer Care team directly or select the deal you want, complete our short online application and one of our friendly Customer Care consultants will call you back.

Q: How do I top up?

Purchase an MTN PayAsYouGo recharge voucher and follow these steps:

  • Dial *141* recharge voucher pin# or
  • Dial 141, select option 3 and then enter your 16-digit recharge voucher pin followed by #
Q: How do I buy airtime from an ATM using my bank card?
  • Put your bank card into the ATM
  • Enter your PIN
  • Choose ‘Airtime’
  • Enter the cellphone number you wish to top up
  • Choose the amount you need
  • Your airtime will be immediately credited
Q: What airtime denominations are available from MTN?

Airtime is available in denominations of R5, R10, R15, R30, R60 or R180. You can also top up using MTN Eazi Recharge or using your bank’s cellphone banking, internet banking and ATM banking services from as little as R5, increasing in values of R1, up to a maximum of R1 000. If you have an airtime sponsor, you can request an airtime Me2U transfer.

Q: How long is my airtime valid?

Airtime bought for R15 or less lasts 20 days. Airtime from over R15 to R25 lasts 30 days. Airtime from over R25 doesn’t expire (unless there’s no activity on your SIM card for 120 consecutive days).

Q: How do I request a Me2U airtime transfer?

Send a request by dialling *141*3# and follow the prompts, or dial *141*6328*(cellphone number you’re requesting from)#

Q: What is MTN Eazi Recharge?

MTN Eazi Recharge is an innovative service that allows you to buy MTN PayAsYouGo airtime, as well as MTN SMS and internet bundles whenever and wherever you need it.

All you need to do is register your card once via an MTN menu on your cellphone. Once you have registered your card you can then use your cellphone to buy airtime directly from MTN.

Q: How do I register for MTN Eazi Recharge?
  • Dial *141*10#
  • Enter your date of birth
  • Enter the card number as it appears on the front of your credit, cheque or debit card
  • If registering a credit or cheque card, enter the expiry date of your card
  • Confirm your details
  • Enter the bank issued PIN for your bank card (the PIN you’d use at an ATM)
Q: How do I buy airtime using MTN Eazi Recharge?
  • Dial *141*10#
  • Select the ‘Buy Airtime’ option
  • Choose or enter the cellphone number you want to buy airtime for
  • Enter airtime amount between R5 and R300
  • Confirm the purchase details
  • If you’ve registered a credit or cheque card, enter the last three numbers on the back of the card
  • Enter the bank issued PIN for your card
Q: How do I buy SMS or data bundles using MTN Eazi Recharge?
  • Dial *141*10#
  • Select the ‘Buy Bundle’ option
  • Select either the ‘Buy Internet Bundle’ or the ‘Buy SMS Bundle’ option
  • Select the bundle you want to purchase from the menu
  • Choose or enter the cellphone number you want to buy for
  • Confirm the purchase details
  • If you’ve registered a credit or cheque card, enter the last three numbers on the back of the card (CVV number)
  • Enter the bank issued PIN for your card
Q: Can you help me with my bill?

Please contact the MTN Customer Care line for billing queries on 083 1808.

Q: What is CLI or Caller Line Identity?

Caller Line Identity or CLI lets you see who is calling you by displaying the number on your phone and allows other people see that you are calling them. This makes it easy for you to screen your calls. Call 808 to activate the service if you're on an MTN Contract. The service is set up automatically for MTN PayAsYouGo customers.

Q: When are MTN off-peak times?

Weekdays from 19:00 to 07:00, Saturdays, Sundays and public holidays are off-peak times for My MTNChoice, My MTNChoice Flexi and MTN PayAsYouGo customers.

Q: When will my first subscription fee be debited from my account?

Your first bill will consist of a pro rata amount plus your full monthly subscription fee. This amount will be debited in the first month after activation. For example, if your mobile plan was activated in mid-September, you will receive your first bill in October. This bill will include the full subscription fee for October plus the pro rata amount from September. The pro rata amount is calculated based on the number of days you enjoyed access to services between the sign-up date and the date of your first bill. In a nutshell, this amount is a portion of your full monthly fee.

Q: I’ve changed my mind about the contract. Is there a “cooling off” period?

You have 10 days from the date of delivery to cancel the contract. If the deal came with a mobile device then the device must be returned to your nearest MTN store.

Q: My device is not working! What do I do?

Your device will be replaced or repaired within 10 days of receiving it. You can take the faulty device to your nearest MTN store or contact MTN Customer Care to arrange collection. Please note that the device will not be replaced or repaired if it is damaged due to negligence.

Q: I can’t find what I’m looking for here. What should I do?

For more MTN FAQ’s, please visit: https://www.mtn.co.za/Pages/FAQ-Service.aspx