Business
MTN device deliveries delayed after biometric fingerprint failures frustrate customers
Upgrading your phone should be simple. A quick call to the network, a confirmation SMS, and a courier at your door a few days later.
For some MTN customers this summer, it has not been that smooth.
A growing number of complaints suggest that biometric fingerprint verification, introduced as a fraud prevention safeguard, has become an unexpected stumbling block in the delivery process.
When the fingerprint does not scan
One MTN customer upgraded his contract through the network’s call centre on 22 December 2025. Like many South Africans rushing to sort out tech before the new year, he received SMS updates confirming that a courier would arrange delivery and that his RICA documents needed to be ready.
He was also informed that biometric authentication would be required. The registered account holder would need to provide a fingerprint scan and a one-time PIN sent to their phone before the device could be handed over.
Delivery was set for 5 January 2026.
But when the courier arrived, the fingerprint reader did not accept the customer’s print. According to the courier, this was not unusual. If the system fails to authenticate the user, the device cannot be released.
The courier indicated that MTN would follow up to arrange a new delivery attempt using manual identification with an ID document. That follow-up never came.
Despite repeated calls to both the courier company and MTN’s call centre, the customer received no clear resolution. Eventually, on 3 February 2026, he was notified via SMS that his order had been returned to a warehouse on 6 January.
Only after further escalation was an alternative in-store upgrade process arranged.
Social media complaints pile up
This case is not isolated. Similar complaints have surfaced on Facebook and HelloPeter, with customers describing failed biometric scans, delayed deliveries, and being transferred between consultants without answers.
For many South Africans, especially those upgrading business lines or family contracts, such delays can be more than an inconvenience. In a country where identity fraud is a genuine and growing concern, the balance between security and service is delicate.
Why MTN uses biometric verification
MTN South Africa says the system is working as intended in the vast majority of cases.
The network’s real-time biometric identity verification process is linked to the Department of Home Affairs national population database. It uses encrypted authentication through a courier’s device to compare the presented identity with official records. MTN has stated that no biometric information is stored.
According to the operator, the system has an accuracy and success rate of approximately 95 percent. That means most deliveries are completed without issue.
MTN argues that with rising identity theft in South Africa, biometric verification remains one of the most reliable safeguards for high-value deliveries such as smartphones and contract devices.
Why failures can happen
MTN acknowledges that authentication failures do occur in exceptional cases. Reasons may include temporary unavailability of national verification databases, fraud prevention triggers requiring additional checks, delays linked to one-time PINs or mobile number mismatches, age-related fingerprint wear, or other technical and environmental factors.
When verification fails, the standard procedure is to reattempt delivery. If authentication still does not succeed, a case-by-case assessment is conducted to rule out fraud before alternative forms of verification are authorised. Only once these checks are complete may supporting documents be accepted.
In the case reported earlier, MTN admitted there was a lapse in the overall service experience. The network apologised to the customer, completed a root cause analysis, and communicated corrective actions to its logistics team. Delivery was prioritised, and one month’s free subscription was offered as a goodwill gesture.
Biometric rollout beyond couriers
It is worth noting that MTN also rolled out real-time biometric authentication in its stores in August 2025. The aim was to improve onboarding efficiency while reducing identity fraud at the branch level.
For many customers, that added layer of security is reassuring. But when technology fails at the doorstep, reassurance quickly turns into frustration.
The real question is not whether biometrics are effective. A 95 percent success rate suggests they largely are. The challenge lies in how the remaining five percent is handled. Clear communication, faster escalation, and transparent processes may be just as important as the fingerprint scan itself.
In a country battling SIM swap fraud and identity theft, strong verification measures are essential. Yet for customers waiting on a long-anticipated device upgrade, the human side of service still matters most.
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Source: MyBroadband
Featured Image: BusinessTech
