MTN South Sudan Customer Care Contact Details
| Channel | Contact | Best for |
|---|---|---|
| Phone | 100 from your MTN line | Balance, bundle and billing questions |
| 0920002200 | Written questions, screenshots, follow-ups | |
| MTN shop | Any MTN branch | SIM replacement, registration, MoMo problems |
| Social media | MTN South Sudan’s official pages | Public complaints and general news |
| myMTN app | Inside the app | Self-service and account details |
MTN has confirmed 100 and the WhatsApp line as its customer support routes. Opening hours and extra lines can change, so if one channel does not answer, try another.
Calling 100
Dial 100 from the MTN SIM that has the problem. The agent will usually ask for your number and some details to confirm you own the line. Calls to customer care may use airtime on some lines, so have a small balance ready, or use WhatsApp.
- Have your phone number and a valid ID ready.
- Explain the problem in one or two sentences.
- Say what you already tried.
- Ask for a reference number for any complaint.
- Write down the agent’s name and the time.
Using WhatsApp support
Save 0920002200 in your phone as MTN Care, then open WhatsApp and send a message. WhatsApp works well when you have a bundle or Wi-Fi and want to attach a screenshot. It also gives you a written record of the chat.
- State your MTN number at the start.
- Describe one problem per message.
- Attach a clear screenshot of any error or deduction message.
- Never send your PIN, your MoMo PIN or a full ID photo unless you are sure you are speaking to the official line.
Scammers copy official-looking numbers. Use only the contacts listed in the MTN menu, the app or an MTN shop notice.
Visiting an MTN shop
A shop is the best route for anything that needs your ID or your SIM in hand. Go early in the day to avoid queues, and bring a valid photo ID.
Needed when your SIM is lost, stolen or damaged. See the SIM guide for the steps.
Bring your ID to register or correct your details.
A shop can look at a failed transfer, a forgotten PIN or a locked wallet.
Staff can set up your data settings and test your SIM.
Social media
MTN uses social media to share offers and respond to complaints. MTN has said it welcomes reports through social media pages, and it has acted on public complaints. Public posts are not private. Never post your full number, PIN or ID. If staff ask for details, they should ask in a private message.
What to say to get faster help
| Say this | Not this |
|---|---|
| “Airtime fell by 500 SSP at 2 pm after I bought a bundle.” | “MTN is stealing my money.” |
| “No signal in my area since yesterday morning.” | “Network is bad.” |
| “My MoMo transfer failed. Money left my wallet at 10 am.” | “Fix my MoMo.” |
Clear facts help the agent find the cause. Always give the time, the amount and the number involved.
Prepare before you contact MTN
| 1 | Write down your number and the exact problem. |
| 2 | Take screenshots of messages and balances. |
| 3 | Check your active bundles and subscriptions. |
| 4 | Note the time of each event. |
| 5 | Charge your phone, because some calls take a while. |
When your complaint is not solved
- Follow up with the reference number.
- Visit a shop with your notes.
- Ask for the matter to be raised to a supervisor.
- Keep every message as proof.
If you are still stuck, the telecom regulator receives consumer complaints about operators. Use that route only after you have gone through MTN first.
Avoid fake support
MTN will not ask for your PIN. Hang up and call 100 yourself.
Do not click links promising free data or prizes. Open the app yourself instead.
Support is free. Never pay a person to “speed up” your complaint.
Questions people ask
This can differ by line and plan. Check your balance after the call, or use WhatsApp if you are worried.
The short number 100 normally works on MTN lines. From another network, ask MTN for a full number.
Opening hours can change. If a channel is closed, try WhatsApp and leave a clear message.
Check the MTN menu, app or shop notice for the current email address, because contact details change.
Keep these in your phone
Save 100 and 0920002200 under the name MTN Care. Keep the address of your nearest shop in your notes. When trouble starts, you will not have to search for the right contact in a hurry.