MTN Self Care App FAQ
Question: WHAT IS MTN MOBILE SELF CARE APP?
The MTN Mobile self-care app is a mobile application that allows customers process a wide-range of voice and data requests directly from their mobile phones.
Question: WHO CAN USE MTN MOBILE SELF CARE APP?
The mobile self-care app can be used by any MTN Nigeria prepaid, postpaid or e-postpaid customer who has the Customer ID and Security Key.
Question: WHY DO I NEED A CUSTOMER ID?
You need customer ID for additional security so no third party can have access to your application and make changes to your account.
Question: WHY DO I NEED A SECURITY KEY?
Your security key will ensure your data is secured on the MTN network. During authentication the security key is transmitted over the secure channel.
Login session timeout is maintained as 5 minutes, meaning the app will automatically logout 5 minutes of inactivity.
Question: WHY SHOULD I USE MTN MOBILE SELF CARE APP?
With the MTN Mobile Self-Care app, you can:
* Check your account profile
* Check your recent account recharges
* Subscribe to MTN callertunez, music and games on MTN Play
* Subscribe to MTN callertunez, music and games on MTN Play
* Check available balance and expiry data of your BlackBerry/Fastlink/mobile internet/Simple Surf data plan
* Perform a Sim Swap on your lost/stolen MTN line
* Purchase airtime or pay phone bills using your Interswitch ATM card
* Retrieve your PUK code to unlock your SIM
* Request for MTN Data Settings to manually connect to the internet
Question: WILL I SUBSCRIBE OR ACTIVE THIS SERVICE?
Yes, to use the MTN Mobile Self-Care app, you will simply send an SMS with “CARE” to 5018. A URL with the link to download the app will be sent as an SMS to your phone.
Question: WHAT TYPE OF HANDSET CAN I USE TO ACCESS THE APP?
The MTN Mobile Self-Care app is compatible with all types of mobile device platforms (phones and tablets) including Androids, IOS (Apple) BlackBerry and J2ME.
Question: WHAT HAPPENS WHEN THE APP DOES NOT GET DOWNLOADED ON MY DEVICE?
If your device is supported and still having problem in installing the client – may be because of the low memory on the device. Try uninstalling some application and install it again.
Question: WHERE DO I LOCATE THE SELF CARE APP AFTER DOWNLOAD?
In some J2ME devices you can find it under Applications, Java Applications, Games, File Manager, installations or any other folder that can be reached from the main menu of the phone. In some BlackBerry devices, it’s available under ‘installations’ (or) downloads folder.
Question: HOW DO I RESOLVE THE ERROR MESSAGE UNABLE TO CONNECT?
You will check if the mobile browser is working fine with the same setting that is used in the browser. If this does not work then the issue could be because of the wrong APN Setting.
Question: HOW DO I RESOLVE THE ERROR MESSAGE: ERROR IN FETCHING DATA FROM SELF CARE NODE TRY AGAIN?
You can try sending this request again, if this error message persist, call our customer care line on 180 or send a mail with details of this issues to customercare@mtnnigeria.net
Question: HOW DO I RESOVLE THE ERROR MESSAGE UNABLE TO CONNECT ON ANROID HANDSET?
This generally happens when the device is connected to the 3G and it is the known issue in the Android device.
You will need to disable and enable the data connection.
Question: CAN THE MOBILE APP WORK ON WI-FI?
No. At this point of time it works only over the GPRS/3G connection
Question: HOW DO I CHECK SIM SWAP STATUS?
The Self-care Client provides the “Transaction ID” after processing SIM Swap operation. Use “Check Status” in “SIM SWAP” option and verify the status for the given transaction ID.
Question: WHAT HAPPENS IF MOBILE APP IS NOT DISPLAYING RECENT CALLS/SMS/DATA/RECHARGE DETAILS?
Your usage details will be available after 1 to 2 days only. For example your usage for today will only be available a day or two days later.
Question: HOW DO I KNOW MY DATA SUBSCRIPTION WAS SUCCESSFUL?
SMS message will be sent to you on successful data plan subscription irrespective of whether the device is switched on or off.
Alternatively you can check via “My Balance” to check your data balance.
