Mobile money safety in South Sudan

Protect your PIN

• Only you may use your phone and PIN for mobile money services, per MTN's terms, clause 9.2 ¹.
• MTN may rely on use of the PIN as conclusive evidence that you authorised a debit, until it receives notice that your PIN is no longer secure, clause 8.5 ¹.
• MTN's terms make you responsible for transactions made by you or by someone else with or without your authority or knowledge, clause 10.1 ¹.
• If your PIN or phone is lost, tell your provider at once. MTN's care line is toll-free 100 ^1,2.

Avoid scams

• Never share your PIN. MTN's terms say only you may use it ¹.
• Use only the care channels the provider publishes. MTN lists toll-free 100, WhatsApp +211920002200, +211928565782 for international calls and CustomerCare.SS@mtn.com ².
• Deposit and withdraw only at registered agents. MTN says to recharge a wallet at a registered MoMo agent or MTN service centre ².
• UNCDF reported in April 2023 that informal Safaricom agents operate in South Sudan without supervision ⁶.
• Know your limits. A Tier One account has a daily limit of SSP 1,625,000, as reported by Access Radio on 1 September 2026 ⁷.

If you send money to the wrong number

MTN's terms say a completed transaction is final and irrevocable ¹. MTN may cancel or reverse a transaction where reasonable grounds such as manifest error or fraud are shown, if the claim is made within seven days of the transaction date ¹. For mistaken transfers, MTN says it will not be compelled to refund or compensate the sender ¹.

• Contact your provider at once with the date, amount and receiving number. MTN says you can query transactions from its customer service centre, clause 15.1 ¹.
• Ask the receiver to return the money. MTN's terms say you are responsible for resolving disputes arising from transactions without recourse to MTN ¹.

Where to complain

Start with the provider. MTN's terms say all queries about a Mobile Money account must be addressed to MTN, clause 13.6 ¹. Disputes under the terms go to arbitration, with an arbitrator appointed within 60 days of notice of a dispute, clause 19.2 ¹.

The Bank of South Sudan says it holds sole responsibility for supervising, regulating and licensing financial institutions ⁴. Its contact page lists P. O. Box 136, Jonduru Complex Plot No. 1, Block D6, Juba, email info@boss.gov.ss and phones +211925777106 and +211 920 004 100, Monday to Friday 8 AM to 5 PM ³. The page does not name a consumer complaints desk ³.

UNCDF recommended in April 2023 that the central bank specify who should handle customer complaints when USSD breaches cause lost customer funds ⁶. On 27 February 2026 the Bank of South Sudan reported that consumer protection was among topics discussed with MTN South Sudan ⁸.

Your rights when paying

As reported by James Atem Kuir of Eye Radio on 19 July 2025, the central bank said mobile money carries the same legal validity as cash or bank transfers. It said refusing it is a punishable offence ⁵.

MTN's terms say a MoMo balance is not a deposit if it is not linked to a bank account, and the account is not guaranteed by the Bank of South Sudan, clauses 13.5 and 13.6 ¹.