How to Reverse a Wrong MoMo Transaction on MTN Ghana
Sending money to the wrong number on MTN Mobile Money (MoMo) can be stressful, especially when you need the money for something important. A single incorrect digit in a phone number could send your money to someone you did not intend to pay.
The good news is that MTN Ghana provides a self-initiated MoMo reversal process that allows customers to request the return of money sent to the wrong person. You can start the process from your phone without visiting an MTN office.
If you have mistakenly transferred money to the wrong MTN MoMo number, act quickly. This guide explains how to reverse the transaction, what to do if the recipient does not approve the request, how to contact MTN customer care, and how to protect yourself from reversal scams.
What Is MTN MoMo Reversal?
MTN MoMo reversal is the process of requesting the return of money that was mistakenly transferred to another mobile money account.
For example, suppose you intended to send GH₵200 to a friend but entered the wrong phone number. After completing the transaction, you realise that the money has gone to a different recipient.
You can initiate a reversal request through MTN’s self-service menu. The recipient will be asked to approve the request. If they approve it, the funds are automatically returned to your wallet.
A reversal is not guaranteed in every case. MTN may need to investigate the transaction, and the outcome can depend on the circumstances and whether the funds are available.
How to Reverse a Wrong MTN MoMo Transaction Using a Short Code
MTN Ghana provides a self-initiated reversal option through the MoMo USSD menu.
Follow these steps to submit your request.
Step 1: Dial the MTN MoMo code
Open the dialler on your phone and dial:
*170#
Use the MTN SIM associated with the MoMo account from which you sent the money.
Step 2: Select My Wallet
From the menu displayed on your screen, select option 6, which is labelled My Wallet.
This section contains options for managing your MoMo account.
Step 3: Choose Reversal
Select option 8, labelled Reversal.
MTN’s published self-initiated reversal instructions specify this menu path. If the menu options on your phone are different, follow the current instructions displayed or contact MTN customer care.
Step 4: Select the wrong transaction
Choose the transaction you want to reverse from the list of available transactions.
Check the transaction details carefully. Make sure you have selected the transfer that went to the wrong recipient rather than another payment in your transaction history.
Step 5: Confirm the reversal request
Follow the prompts to confirm your request.
After submission, the recipient receives a prompt asking them to approve the reversal. If they approve it, the money is automatically returned to your MoMo wallet.
You can read the official instructions on MTN’s Help Centre:
https://help-center.mtn.com.gh/hc/en-us/articles/28353061724946-Self-Initiated-MoMo-Reversal
What If the Recipient Does Not Approve the MTN MoMo Reversal?
The recipient may not approve the request, or you may be unable to complete the self-service process.
MTN instructs customers to email its customer care team when the recipient does not approve the self-initiated request.
Send an email to:
Include the following information in your complaint:
- Your MTN MoMo phone number.
- The recipient’s phone number.
- The amount sent.
- The date and approximate time of the transaction.
- The transaction ID or reference number from the confirmation message.
- A brief explanation of what happened.
For example, explain that you transferred GH₵200 to the wrong number by mistake and would like MTN to investigate the transaction and assist with the reversal.
Keep your transaction confirmation SMS and any relevant correspondence. These details can help MTN identify the transaction.
Do not assume that sending the email guarantees that your money will be recovered. MTN must handle the request through its reversal process, and the outcome depends on the investigation.
How to Contact MTN Ghana Customer Care About a Wrong MoMo Transfer
If you cannot initiate a reversal or need further assistance, contact MTN through its official support channels.
MTN Ghana customer care contacts
- Toll-free number: 100
- Telephone: +233 244 300 000
- Email: customercare.gh@mtn.com
You can also use the MTN Ghana Help Centre:
https://help-center.mtn.com.gh
When speaking to a customer care representative, explain that you sent money to the wrong MoMo number and have already tried, or need help with, the reversal process.
Keep your transaction ID available. Ask for a complaint reference number if one is provided, so you can follow up on the case.
Always verify contact details through MTN’s official website before sharing personal or transaction information.
How to Report MTN MoMo Fraud in Ghana
A mistaken transfer is different from fraud. If someone tricked you into sending money, impersonated an MTN representative, or used a false promotion to obtain your funds, report it as suspected fraud.
MTN Ghana provides a MoMo fraud-reporting procedure:
- Dial
*170#. - Select option 6 for My Wallet.
- Choose option 4 for Report Fraud.
- Select the relevant fraud category and follow the instructions to submit the report.
MTN also lists mmfraudteam.GH@mtn.com as an email address for reporting suspected MoMo fraud.
Official instructions are available here:
Report the incident promptly. Do not delete transaction messages or other evidence that may help with the investigation.
How Long Does an MTN MoMo Reversal Take?
The time required to resolve a reversal request can vary according to the circumstances of the transaction and the checks MTN needs to complete.
With the self-initiated method, the recipient is prompted to approve the request. If they approve, the funds are automatically returned to your wallet.
If the recipient does not approve the request, you need to contact MTN customer care and allow the company to follow its normal reversal process.
MTN does not promise that every wrong transfer will be recovered immediately. There is also no guarantee that a reversal will succeed in every situation.
The best approach is to report the mistake as soon as you discover it, supply accurate transaction details, and keep your complaint reference for follow-up.
Can You Reverse MTN MoMo Money After the Recipient Has Withdrawn It?
A reversal can become more complicated if the recipient has already withdrawn or spent the money.
Contact MTN immediately, provide the transaction details and explain what happened. MTN will need to assess the case and advise you on the available options.
Do not assume that the transaction can automatically be reversed simply because you reported it. The availability of funds and the circumstances of the transfer can affect the outcome.
For this reason, avoid delaying your complaint while trying to resolve the issue informally.
What Should You Do Immediately After Sending Money to the Wrong Number?
If you discover that you have sent money to the wrong person, take the following precautions.
1. Keep the transaction confirmation message
Your confirmation SMS contains important information, including the amount transferred and transaction reference. Keep it until the issue is resolved.
2. Start the reversal process promptly
Dial *170#, select My Wallet, choose Reversal, and follow the instructions to select the incorrect transaction.
3. Contact MTN if necessary
If the recipient does not approve the request or the self-service option does not resolve the issue, email MTN at customercare.gh@mtn.com or call 100.
4. Avoid sharing your MoMo PIN
MTN customer care does not need you to disclose your secret MoMo PIN to investigate a complaint. Never share your PIN or any one-time authentication code with someone claiming they need it to process your refund.
5. Keep records of your complaint
Save relevant messages, emails, transaction details and any complaint reference number you receive. These records will help when following up with MTN.
How to Avoid MTN MoMo Reversal Scams
Some fraudsters take advantage of people who have sent money to the wrong number. They may contact you pretending to be an MTN agent or claim that they can reverse the transaction for a fee.
Be cautious when someone makes such a promise.
Never disclose your MoMo PIN or one-time security code. An unknown caller does not need these details to help you submit a reversal request.
Do not approve a transaction or follow unfamiliar instructions simply because someone claims that doing so will return your money.
Use MTN’s official USSD menu and verified customer care contacts. If a person claims to have sent money to you by mistake and pressures you to return it immediately, check your own MoMo balance and transaction history first. Do not rely solely on screenshots or SMS messages supplied by the person.
If you suspect fraud, report it through MTN’s official reporting channels.
Frequently Asked Questions About MTN MoMo Reversal
What is the code for reversing MTN MoMo money in Ghana?
Dial *170#, select option 6 for My Wallet, choose option 8 for Reversal, select the transaction and confirm your request. The recipient is then prompted to approve the reversal.
Can I reverse MTN MoMo money myself?
Yes. MTN Ghana provides a self-initiated reversal option. You can submit a request through the USSD menu without first calling customer care.
Will the money return automatically after I request a reversal?
The money is automatically returned if the recipient approves the self-initiated reversal. If the recipient does not approve, contact MTN customer care to begin the normal reversal process. Recovery is not guaranteed.
Can MTN reverse money sent to the wrong number?
MTN provides a process for investigating wrong transfers and requesting reversals. Whether a particular transaction can be reversed depends on the circumstances and the investigation.
What is the MTN Ghana customer care number for MoMo complaints?
You can call the toll-free number 100 or the telephone number +233 244 300 000. You can also email customercare.gh@mtn.com.
Can I reverse a MoMo transaction if I have deleted the SMS?
Contact MTN and provide as much transaction information as possible, including the amount, recipient’s number, date and time. If the transaction reference is available in your account history, keep it ready as well.
What should I do if someone calls me claiming to be from MTN and asks for my MoMo PIN?
Do not disclose your PIN or one-time security codes. End the call and contact MTN using a verified official number if you need to confirm whether the request is legitimate.
What if MTN has not resolved my complaint?
Follow up with MTN using your complaint reference number and the supporting transaction details. If MTN does not resolve the complaint satisfactorily, you can escalate it to Ghana’s National Communications Authority through its consumer complaints channels.
The NCA’s complaint guidance is available at:
