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Support

Recharge FAQs

How long after payment can I expect to be recharged?

Your number should be recharged within 15 minutes. If your number was not recharged, contact us on the MTN Online Shop Call Centre on 083 123 3032

Can I cancel my airtime or bundles purchased?

Our policies do not currently allow for airtime or bundle purchases to be refunded.

Technical Support

Which browsers and other software is recommended or required for visiting the Online Shop?

Recommended browsers: 1. Internet Explorer 9 and 10 – Click here to download the latest Microsoft Internet Explorer. 2. Firefox versions 21 to 23 – Click here to download the latest Mozilla Firefox browser. 3. Chrome 27 and 28 – Click here to download the latest Google Chrome browsers. Other software: 1. Adobe Flash player 11.8 or higher (required) – Click here to download the latest Adobe Flash Player.

General

Z3 Terms and Conditions

© 2014 BlackBerry. All rights reserved. BlackBerry®, BBM™ and related trademarks, names and logos are the property of BlackBerry Limited and are registered and/or used in the U.S. and countries around the world.

*Android apps can be downloaded directly from the Internet through the BlackBerry Browser .However, not all Android apps are supported and compatibility may vary by smartphone and/or source. Android is a trademark of Google Inc. which does not sponsor, authorize or endorse this ad.

What is BIS/BES?

What is BIS?

BIS stands for BlackBerry® Internet Service and includes features such as BlackBerry® Messenger (BBM™), Email, Social Networking (Twitter, Facebook®, etc.), on-device Web Browsing, Apps and other Instant Messaging tools as well as access to BlackBerry® World™.

What is BES?

BlackBerry Enterprise Server (BES) is designed to suit corporate and enterprise needs. Bes allows for Automatic synchronisation of all corporate email and calendar activities. Full email messaging capabilities, including attachments and sub-folder synchronisation. Full management of calendar activities. Full management of contacts, tasks and notes. All while out of the office or on the move.

How can I contact the MTN Online Shop Customer Care Centre?

All our contact details can be found on the “Contact Us” page.

Contact Us FAQs

I want to do a sim swap

Please see the link below for information on sim swap

https://www.mtn.co.za/everyday_services/useful_extras/Pages/SimSwap.aspx

I want to port to MTN

Please see the link below for information on how to port to MTN

https://www.mtn.co.za/everyday_services/useful_extras/Pages/movetomtn.aspx?

My device is not delivered yet

Please follow the link below and enter your online store order number to track you delivery with our courier. Type in your order number and start with letters “OF” for example OF33399123467. If there is no information about your delivery, please leave us your details and we will assist.

http://www.rtt.co.za/#Tracking

What do I need to apply for a contract?

Apply online and one of our dedicated agents will contact you to complete your order.

https://shop.mtn.co.za/crs/browse/productFilter.jsp?categoryName=PhonesDevices

I want to Apply for a new contract

Please see the link below for all contract deals offered on our online store. You may apply online and on the application form please make sure you click "Permission to vet" box. Within 24hrs of your application submission, one of our agents will contact you to complete your application.

https://shop.mtn.co.za/crs/browse/productFilter.jsp?categoryName=PhonesDevices

I am due for an upgrade, what do I do?

Please check if you are eligible to do an upgrade by entering your cellphone number on “Can I Upgrade” box on the right side of the page. Please click the link below to access the page.

https://shop.mtn.co.za/crs/browse/productFilter.jsp?categoryName=Upgrade

If you are eligible, you may apply online on the link above for any deal you would like to upgrade to. If you do not find what you are looking for, please see the link below for more deals you can choose from. On the application form please make sure you select "upgrade" and "Permission to Vet" box to indicate you are doing an upgrade. Within 24hrs of your application submission, one of our agents will contact you to complete your application.

https://shop.mtn.co.za/crs/browse/productFilter.jsp?categoryName=PhonesDevices

Gear VR FAQ's

How to redeem Gear VR

How to redeem a Samsung Gear VR with Galaxy S7|S7 edge:

1. Setup your Samsung Galaxy S7

2. Go to the Google Play Store app on your Galaxy S7.

a. If you do not have a Google account already registered on your device, you will need to log in with your existing Google account or create a new one, in order to access the Google Play Store.

3. Search for the Samsung Rewards app

4. Install the Samsung Rewards app

5. Open the Samsung Rewards app, accept the terms and conditions and sign up for the service.

6. Once you gone through the Samsung Rewards onboarding process, i.e. welcome steps, you will see the Redeem my Gear VR banner and tile.

7. Tap the banner to redeem your Gear VR.

8. Tap the Redeem my Gear VR button to fill in your personal and delivery details. These details are necessary in order for your order to be confirmed for delivery.

9. You will receive a confirmation email with details of your order.

10. The Samsung Rewards team will contact you to confirm your delivery details.

Note:

- Please check your emails and respond to the email from Samsung Rewards to confirm your details.

- The first email will be an automated email with details of your order.

- A second email will be sent from the Samsung Rewards team asking you to confirm your details and to capture any special delivery requests.

- If you do not receive any emails in your email inbox after you have placed an order, please check your spam folder for the automated email.

*To qualify for this offer, you need to be the owner of a Samsung Galaxy S7 |S7 edge (SM-G930F |SM-G935F) purchased in South Africa.

* Grey stock will not qualify for this offer

The fulfillment process

1. Once order has been received, an email will be sent to the customer requesting confirmation of

delivery and contact details, as captured via the Samsung Rewards form.

a. The client, at this point, is afforded the opportunity to update or change details and

include special delivery instructions prior to dispatch of the product.

2. A 2nd email will be sent to the customer, in response, to notify him/her that their order is in

processing. This notification will include estimated time of delivery.

3. A 3rd email will be sent to the customer to let them know that their item has been dispatched for

delivery. This notification will include the following;

a. Individual tracking number

b. Log in details to WorldNet tracking system

4. A courtesy email will be sent to confirm if the package was received in good order. This email

will only be sent once the Samsung Rewards team knows that the package has been delivered.

a. A warranty letter will be included for the customer to assist in case of any

manufacturing defaults.

Refund Order

How do I return my MTN Online Shop purchase?

Returns and Refunds: Devices must be returned to an MTN Store with the original invoice and packaging to be considered for a refund in accordance with the MTN Online Shop policies. Your return may be considered if there has been an out of box failure or if it's allowed within the CPA regulations. Repairs and Exchanges: Devices must be returned/exchanged to an MTN Store with the original invoice and packaging to be considered for repairs or exchange in accordance with the MTN Online Shop policies.

Registration

Why do I have to register to be able to purchase from the shop?

In order to provide you efficient after sales service we need to know exactly who you are and what you have purchased from us.

Order

How long will it take for my order to be delivered?

Airtime and bundle delivery will normally occur immediately whilst phones and/or accessory purchases shall occur anywhere between 3-10 days dependant on availability of the item ordered, and your location.

Phones & Devices FAQs

What is the period within which I must activate my SIM and use the MTN services?

The SIM you receive with your order must be activated and the network services used on the MTN network within a three (3) month period from date of purchase to ensure that the SIM you have received is not recycled and allocated to another consumer.

How do I return my MTN Online Shop purchase?

Returns and Refunds: Devices must be returned to an MTN Store with the original invoice and packaging to be considered for a refund in accordance with the MTN Online Shop policies. Your return may be considered if there has been an out of box failure or if it's allowed within the CPA regulations. Repairs and Exchanges: Devices must be returned/exchanged to an MTN Store with the original invoice and packaging to be considered for repairs or exchange in accordance with the MTN Online Shop policies.

What documents should I keep?

Congratulations on purchasing your MTN product. MTN recommends you keep your documents in a safe place. If you ever need to return your product, it is important that you have the original sales receipt. The sales receipt must be legible. The sales receipt must include the following information: - A clear description of the product - The product's date of purchase - An invoice number and bar code - The product's price - The MTN logo and contact information. - The sales receipt should also include the product and related product's serial number if applicable.

What are the rules when activating my SIM Card?

If you do not connect your SIM card to the MTN network by following the steps provided by MTN within six (6) months after purchasing it or after the SIM card has been activated, or you do not use your SIM card on the MTN network for a period of 90 consecutive days (a chargeable call, excluding SMS needs to be made from the MSISDN), MTN shall be entitled to cancel this MSISDN and deactivate your SIM card from the MTN network, in which case all the airtime credit on the cancelled MSISDN will be forfeited. You will be obliged to purchase a new MTN starter pack, (that either has a new MSISDN or, if it does not have an MSISDN, then obtain a new MSISDN by following the steps provided by MTN to obtain your MSISDN) and MTN prepaid airtime should you wish to continue to make calls on the MTN network. MTN reserves the right to change the period within which you are required to connect your SIM card to the MTN network from time to time, at MTN’s sole discretion. MTN Access4Life rules and Number4Life rules apply to all MTN prepaid services.In the event that the purchased SIM card has exceeded the expiry date printed on the packaging/cover, contact 083 173 using another mobile handset for an alternative MSISDN. Please note that you will be unable to contact 173 or make a call with an expired SIM card. Access4Life Extender: If you wish to go out of South Africa and not use your SIM card for a certain period, then you may extend the Access4Life period by paying R20 and add an additional 90 days to the period. Once the initial 90 days have passed, the additional 90 days will be added, keeping your MSISDN connected to the MTN network.Call 173 to “activate” the service and load sufficient airtime into your evergreen wallet to cover the period. The service will continuously deduct R20 from your evergreen wallet for every 90 days that elapses while the service is active. You will need to cancel the service upon your return to South Africa; otherwise the service will continue to deduct R20 every 90 days until it is cancelled.

Is there anyone to speak to about my order?

You can contact our call centre on 083 123 3032

What do I do if I want to cancel my order?

You cannot cancel orders for airtime and Internet bundles, but for all other items, please notify our courier company of your intention to cancel your order.

What do I do if I want to change my delivery address and I've already placed an order ?

If you have already placed an order you may change the delivery address when the courier company contacts you before delivery. Changing the address on the shop will only apply to your next order.

What do I need to present when I receive the delivery?

You will need to show your proof of address, your Original Identification document (SA ID, passport or refugee document) and a clear copy thereof for RICA purposes.

Free delivery
Delivery hours
From 8AM to 5PM
Monday to Friday
Large or small, near or far, no matter what you buy, we will deliver it to you anywhere in South Africa.
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