How to replace a lost or damaged MTN SIM card (and keep your number)

What you need

• Your original ID (National ID or passport)
• Your phone number
• You must go in person

Steps

1. Report the loss to MTN quickly, and to your bank too if the number is linked to it.
2. Go to an MTN Service Centre with your original ID.
3. Choose a SIM swap to keep your number, or a replacement SIM with a new number.
4. Answer MTN's ownership checks. The swap follows MTN's verification procedure and RURA rules.
5. Get your new SIM (or eSIM, if your phone supports it) and check that calls and MoMo work.

Tips

• You can have up to 3 SIMs registered on a National ID, or 1 on a passport.
• eSIM purchase and eSIM swaps are also done only in person at an MTN Service Centre.

Official sources

• MTN Rwanda: SIM terms and conditions
• MTN Rwanda: benefits of the e-SIM

Last checked: 2 November 2026 against MTN Rwanda pages. The SIM swap fee isn't published. If something here is out of date, tell us so we can fix it.