MTN Nigeria Customer Care: Complete, Practical Guide

How to reach MTN Nigeria customer care (24/7)

Call 180 from any MTN line in Nigeria (toll‑free). If you’re calling from another network, dial 08031000180; from outside Nigeria, use +2348031000180. All lines are available 24/7, with voice prompts in English, Pidgin, Hausa, Igbo, and Yoruba. For the national, network‑agnostic customer care line mandated by the Nigerian Communications Commission (NCC), dial 300; it will route you to MTN’s contact center from any network.

For digital support, use the myMTN NG app (Android and iOS) for live chat, ticket tracking, plan changes, and SIM/NIN updates. The official website mtn.ng provides support articles and contact options. On social, follow @MTNNG for announcements; the dedicated support handle historically used is @MTN180 on X (Twitter). Always verify you’re interacting with a verified profile before sharing personal data.

If you prefer USSD self‑help before calling, MTN supports the NCC’s harmonized short codes (rolled out in 2023 and widely adopted in 2024). These let you check balances, buy data, link NIN, and stop value‑added services (VAS) directly—often faster than waiting in a queue.

Self‑service and short codes you’ll actually use

In May 2023, the NCC harmonized key USSD codes across all mobile networks to simplify customer care. MTN supports these codes nationwide. While some legacy MTN codes may still respond, the harmonized set below is the current standard and is what MTN customer care will reference when troubleshooting.

• Customer care (NCC universal): 300
• Airtime balance: *310#
• Airtime recharge: *311*PIN#
• Data plan purchase: *312#
• Data balance: *323#
• Borrow services (XtraTime/XtraByte): *303#
• Share and sell/transfer: *321#
• VAS (subscribe/unsubscribe hub): *305#
• NIN–SIM services (link/check/update): *996#

Practical examples: to verify airtime before and after a recharge, dial *310#, then load your voucher via *311*PIN#. For sudden airtime deductions or unwanted content services, dial *305# to view and cancel active VAS, then set Do‑Not‑Disturb by texting STOP to 2442 (NCC DND). When you need a live agent fast, call 180 or 300, select your preferred language, choose the billing/network issue category, and keep your case ID (sent by SMS) for follow‑up.

Escalations, case IDs, and expected timelines

Every phone, chat, or social interaction with MTN generates a case or ticket ID, usually delivered by SMS within minutes. Keep this ID; it is required for status checks, supervisor escalation, or if you need to reference the issue in future contacts. When you call back on 180 or 300, quote the case ID to avoid repeating troubleshooting steps.

Typical resolution windows (not guarantees, but common practice) include: SIM activation/reactivation within minutes to under 24 hours; failed airtime or data recharge reversal within 24–72 hours (bank‑initiated transactions may depend on your bank’s settlement); unsolicited VAS refunds within 24–72 hours after cancellation; coverage/quality issues that require a field visit within 3–7 business days. Porting to MTN or from MTN generally completes within 24 hours once documentation is correct.

If an issue remains unresolved beyond a reasonable time, ask MTN to escalate to a supervisor and request an updated timeline via SMS. For unresolved complaints after you have engaged MTN, escalate to the NCC consumer line 622 (toll‑free from any network) with your MTN case ID, dates, and amounts involved. You may also use the NCC Consumer Portal (check ncc.gov.ng for the latest process).

Walk‑in service, SIM registration, and NIN linking

MTN maintains experience centers nationwide for SIM registration, SIM swap (“welcome back”), device support, and enterprise services. The corporate head office is at MTN Plaza, Falomo Roundabout, Awolowo Road, Ikoyi, Lagos. Most walk‑in centers operate Monday–Friday roughly 08:00–17:00 and Saturday 09:00–14:00 (hours vary by location and season—confirm via mtn.ng before visiting). Bring physical identification because biometric verification is usually required.

• For SIM swap or retrieval: your NIN (11 digits), a valid government ID (e.g., NIN slip/card, Nigerian passport, driver’s license), the affected MTN number, recent call/SMS or recharge details for verification, and—if available—the SIM pack or PUK. Ensure your NIN is already linked or be prepared to link on the spot.
• For NIN–SIM linking only: dial *996#, use the myMTN NG app, or visit a center with your NIN and a valid ID. NIN linking is free; avoid third‑party “agents” offering paid linking.

Costs: MTN does not charge for NIN linking. A SIM replacement typically involves only the SIM kit cost at point of sale; retail pricing varies by outlet and region (commonly within ₦0–₦500). Always request an official receipt. After a successful SIM swap, service usually restores within minutes; allow up to 24 hours in high‑traffic periods.

Billing, airtime/data issues and quick fixes

Unwanted deductions usually relate to VAS or accidental bundle activations. First, dial *305# to view and cancel all VAS. Then set your DND preferences by texting STOP to 2442 (NCC DND) for full opt‑out, or HELP to 2442 for category options. If deductions persist, call 180 or 300 and request a usage breakdown for the last 30 days; ask for a refund if the service was unauthorized, noting the exact dates and amounts.

For failed or duplicate recharges (voucher, bank USSD, app, ATM, POS), keep the transaction reference, bank name, amount, date/time, and your MSISDN (phone number). MTN can trace wallet/voucher events; bank‑initiated reversals often complete within 24–72 hours after verification. If you purchased a data bundle in error, contact support promptly; discretionary reversals are more likely when there’s no usage and you report within the same day.

Data speed/coverage issues: perform basic checks (toggle airplane mode, move to an open area, confirm APN “web.gprs.mtnnigeria.net” if you use a custom APN, reboot your phone). If the problem persists at a specific location, capture the address or GPS area, time windows, and screenshots of speed tests. Share these with customer care to open a network ticket; you’ll receive a case ID and an estimated fix window if a cell site intervention is needed.

Support for SMEs and corporate accounts

MTN Business provides dedicated account management, fixed connectivity, IoT, SIP, and cloud services with commercial SLAs. If your line is linked to a corporate account, identify yourself as an enterprise user when calling 180 or 300 so you can be routed appropriately. Many enterprise tickets have different escalation paths and response targets.

Visit mtn.ng/business for solution catalogs, request‑a‑quote forms, and contact options. For large deployments (APN/VPN, MPLS, fixed links), use the website form to request a call‑back from an account manager. Keep your company’s Customer ID or BAN (Billing Account Number) ready; it accelerates ticket lookups and change requests.

For device fleets and SIM management at scale, the myMTN NG web portal and APIs (where provisioned) can automate SIM activations, bundle assignments, and usage alerts. Ask your MTN representative about administrative roles, KYC requirements for bulk SIMs, and change control windows to avoid provisioning delays.

Quick reminders that save time

Always note your case ID from MTN’s SMS after any support interaction; it is your proof of engagement and the key to faster escalation. Use the harmonized USSD codes first—many billing and VAS issues resolve in under a minute without calling. For unresolved complaints, 622 (NCC) is your regulator‑backed escalation channel; have your MTN case ID and evidence ready.