Some one might be wondering how true is this MTN back up or might have some questions concerning MTN back up, below are some relevant questions and answers.

Q. Do I need to buy a new SIM Card to access this service?

A. If you don’t already have a SIM with MTN Backup Menu inside, You will need to buy a new MTN 128k SIM Card with MTN Backup inside, in order to backup the contacts stored on your SIM.

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Q. Do I have to register to use this service?

A. No, there is no registration process to start using the service.

• For the SIM contacts, you just need to go to the MTN Backup menu and you can start synchronizing your contacts.
• For Handset data, you need to have your handset appropriately configured to start using the service: (http://mtnonline.com/mtnbackup). Handset configuration will be done manually following the instructions on the web.

Q. How much will I be charged for using MTN BACKUP?

A. The first synchronization will be billed at a flat fee of N100 and subsequent auto backup synchronizations will be billed at N50.

Q. Do I need to have credit on my phone for this service to work?

A. You do not require enough credit to carry out synchronization of data. The service will charge you for the operation and attempt to retry in the next 15days to get credit.

Q. How do I access MTN Backup on my phone?

A. There are two different ways to access to the service

a) MTN Services menu (SIM menu):

Go to the menu options on your handset and locate the MTN Services menu. Then, select MTN Backup

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Q. How do I have access to the self-care interface to use MTN Backup service?

A. Access to the self-care interface is via https://mtnnigeria.weballynis.gemalto.com/CloudBackup/index.html then, you will need to login using the information received by SMS. If you didn’t receive an SMS with your login and password, you can get access through the Self-Care interface by:

a. Clicking on “Don’t have an account yet” if you have never received the access information before

b. Clicking on “Forgot your Password” if you received it and then forgot it

Q. How do I synchronize contacts on my SIM and handset?

A. Using the SIM menu (SIM contacts only):

Go to the menu options on your handset and locate the MTN Service menu.

i. Click on MTN Backup.
ii. Choose the “Backup SIM Contacts” option.

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Q. When the Contacts on my SIM are less than what I have on my phone, what happens?

A. The difference will remain unchanged even after synchronization. The synchronization process “synchronizes” data between SIM and the remote library, and/or between handset and the remote library.

Q. How do I synchronize the calendar, notes and tasks of my handset?

A. Depending on the handset model, this can be available for selection at each synchronization, OR it can be configured at the handset configuration phase, having a similar behavior for any subsequent synchronization.

Q. What happens if I lose my SIM? What should I do? And would I lose my contacts?

A. The SIM contacts that have been backed-up are not lost. They are stored in the remote library and accessible from the web interface.

Q. What if my handset is stolen and the person inserts another SIM. What happens?

A. You can request Customer Care to block access to your own remote Backup account until you get another SIM and restore your data. This way, no one else will be able to perform a Backup on your account until you ask for the service to be restored.

Q. After asking for my Backup Account to be blocked, if I do a SIM swap without calling MTN, what happens?

A. You will need to call MTN to unblock your line, to be able to start using the services. Access to the self-care interface will be also blocked until you unblock your line.

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Q. If I mistakenly delete a few numbers from my SIM, what should I do in order not to lose the contacts before the next Backup?

A. When you delete contacts (either from the SIM phonebook or from the remote library), they can be found in the “Deleted items” menu of the web interface.
To get them back, you will have to select those contacts in the “view trash bin” page and move them back to the “On SIM card” list. At next synchronization, they will be copied again in your SIM.

Q. If I mistakenly delete a few numbers from my SIM, what if I proceed to Backup immediately, what happens?

A. If you launch synchronization after you have deleted some contacts in your SIM, they will be deleted on the remote library. BUT they will remain in the “Deleted items” page of the web interface.

Q. If I mistakenly delete a few numbers from my Handset, what should I do in order not to lose the contacts before the next Backup?

A. When you delete handset contacts (either from the handset interface or from the remote library), they can be found in the “Deleted items” menu of the web interface.

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Q. If I mistakenly delete a few numbers from my Handset, what if I proceed to Backup immediately, what happens?

A. If you launch a synchronization of your handset after you have deleted some handset contacts, they will be deleted on the remote library. BUT they will remain in the “Deleted items” page of the web interface.
To get them back, you will have to select those contacts in the “Deleted items” page and move them back to the “On mobile” list. At next “Synchronize”, they will be copied again in your handset.

Q. If I mistakenly delete information of my calendar, notes or tasks (from my handset or from the web interface), what if I proceed to Backup immediately, what happens?

A. Similarly as handset and SIM contacts, the other handset data (calendar, notes, tasks) benefit as well from a “Recycle bin” or “Deleted items”, available in the web interface. You can get this data from the “Deleted items” sections and put them back in the corresponding page. At next synchronization, the data will be available again in your handset.

Q. I added some contacts via the Web Self Care. So what happens when I backup on my handset and SIM?

A. When you add a new contact in the web interface, you need to indicate (in this interface) if you want this contact to be available in your SIM phonebook and/or in your handset phonebook, so when you will launch a synchronization, the system will do what have been indicated by the end user (synchro with SIM, synchro with handset, or with both)

Q. What if I don’t receive any instruction on my phone to configure my handset, will my handset be recognised or configured for backup?

A. If you haven’t gone through a handset configuration process, you will be able to manually configure your handset following the instructions on “My device” section in the Self-Care interface.

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Q. I am traveling to France with my postpaid SIM which has the Backup menu. Can I backup when I roam?

A. No, the service is not available when roaming.

Q. I have left my SIM in Sokoto, but will be going back there in 2 weeks, and will pick up my SIM once again when I get there. How can I check my contacts stored on my SIM?

A. You will be able to access your backed up data through the web interface, but you will not be able to launch synchronizations.

Q. I don’t want to swap my SIM – it was the last gift my mother gave me. How do I benefit from this service?

A. In this case, you will NOT be able to benefit from the backup of SIM contacts, but you can still backup handset data (contacts, calendar, notes and tasks) if you have a compatible handset (please refer to the handset compatibility table).

Q. I want to call MTN for an number swap as I will be buying a Platinum number from them over the phone. I’m not planning to go to the MTN Service Centre, as I am offshore on an oil rig. What happens to the contacts on my present SIM which I have backed up?

A. The service will not continue working with your new phone number.

Q. I’m traveling around the world very soon on a trip with my boyfriend. What do I need to know regarding MTN Backup before I travel?

A. You will not be able to synchronize data during your trip, but you will be able to access the web interface to consult and edit backup data and to add new information. Those changes will be able to be synchronized once you get back from your trip. It is better to synchronize your data before leaving on trip!

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Q. As a Postpaid Customer, can I use MTN Backup service if my line is suspended?

A. No.

Q. Do I get back my credit if transaction fails?

A. Service will only debit user on successful synchronization

Q. Do my contacts get restored automatically on insertion of Swapped Sim into my phone?

A. No. subscriber will need to launch synchronization from sim menu or recover from selfcare.

Q. How do I subscribe and unsubscribe to the service?

A. You can subscribe to the service by sending ‘START’ to 307 or by launching a synchronization on your SIM or Handset.
You can unsubscribe from the service by sending ‘UNSUB’ to 307.

Q. How does Auto Backup work?

A. When you are subscribed to MTN Backup you will be charged N50 every two weeks as contact storage fee and will receive a complimentary Automatic Backup of your contacts every two weeks.

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