MTN Uganda Explains Mobile Money Downtime, Reassures Millions of Users
The company's leadership, led by Chief Executive Officer Sylvia Mulinge and Managing Director of MTN MoMo Uganda, Phrase Lubega, addressed the media following the outage, acknowledging the inconvenience caused to customers, businesses, agents and merchants who rely on the platform for daily transactions.
MTN Uganda has attributed the Mobile Money service interruption experienced on July 5 to a power disruption at one of its data centres, assuring customers that their funds, transaction records and personal data remained secure throughout the incident.
The company’s leadership, led by Chief Executive Officer Sylvia Mulinge and Managing Director of MTN MoMo Uganda, Phrase Lubega, addressed the media following the outage, acknowledging the inconvenience caused to customers, businesses, agents and merchants who rely on the platform for daily transactions.
According to MTN Uganda, the disruption prevented customers from completing Mobile Money transactions, delayed payments to businesses and affected the ability of agents and merchants to serve their customers. Despite the interruption, the operator emphasized that the outage did not compromise the integrity of customer balances, transaction records or the Mobile Money platform.
During the briefing, Lubega acknowledged the challenges experienced by customers and reaffirmed that customer funds remained safe at all times. The company said the incident affected service availability only and did not impact the security of the Mobile Money ecosystem.
CEO Sylvia Mulinge apologized to customers for the disruption and outlined measures being taken in response. These include compensation for eligible subscribers whose voice and data bundles expired unused during the outage, in accordance with the company’s customer care procedures and applicable regulatory requirements. MTN Uganda also confirmed that it is engaging the Uganda Communications Commission (UCC) and the Bank of Uganda as part of the post-incident process.
Joseph Bogera, General Manager for Sales and Distribution at MTN Uganda, said the operator remains committed to supporting its customers, agents, merchants and business partners. He noted that the company’s response to the outage reflects its continued investment in improving service reliability and delivering a better customer experience.
MTN Uganda thanked customers for their patience and understanding during the disruption, reaffirming its commitment to strengthening the resilience of its Mobile Money services and supporting Uganda’s growing digital payments ecosystem.
