TABLE OF CONTENT

01 ABOUT US 12 VOICE LOCAL

02 HOW TO SUBSCRIBE TO
AIRTEL NETWORK 14 DATA

03 SIM CARD BIOMETRIC

REGISTRATION PROCEDURES 20 ROAMING

04 HOW TO CHECK SIM

REGISTRATION STATUS 21 AIRTEL MONEY

08 MY AIRTEL APP 25 CUSTOMER CARE

10 AIRTEL TV 40 CONTACT US

2 Customer Guide Book Customer Guide Book

3
 ABOUT US
Airtel Tanzania PLC began operations in October 2001, with a wide network coverage, and continued efforts to
increase coverage to the most remote areas in the country.

Since 2001, we have endeavored to bring the costs of communication to affordable levels by introducing value
for money products and services thus offering the required competition in the Tanzanian telecommunications
market.

Consumer lead strategy with quality products and services

As one of Tanzania’s top mobile communications companies, our aim is to connect communities across
Tanzania by providing relevant and innovative mobile solutions to all. We pride ourselves in having a team that
is committed and driven to ensure that our customers’ expectations are met.

Our customers have access to the only network that allows them to roam at the local rates while in East Africa.

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 HOW TO SUBSCRIBE
TO AIRTEL NETWORK
Customer must purchase Airtel sim card at authorized sim card sellers
• Airtel Shops
• Airtel Money Branches
• Registration Agents

Customers can also join (Porting in) Airtel Tanzania from another network provider number without changing it.

Visit any nearest Airtel shop with a valid and acceptable ID to join Airtel Tanzania from another network without

changing the number.

As per TCRA directives, all subscribers are required to register their SIM Cards through a biometric process

(Fingerprints). At Airtel’s shop, branches or registration agents with your National ID or NIDA for Tanzania

nationals and valid passport and visa for non-citizen this are visitors who are in country for under six months,

and NIDA identity for foreigners this are visitors who are in county for more than six months.

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 SIM CARD BIOMETRIC
REGISTRATION PROCEDURES
A. SIM Card Registrations for individual D. SIM Card Registration for Visitors
• Visit Airtel shop or registration agents with your National ID number for Tanzania citizen including foreigner • “Visitor” means a non-citizen who is not a diplomat and intends to stay in the United Republic of Tanzania
more than (6) months stay and foreigner less than (6) months stay shall be required to present a valid for a period of not more than six (6) months
passport. • Visitor shall be required to present certified copies of valid passports with valid visa.
• SIM registration agent will capture your National Identification Number or passport and scan your fingerprint • Finger print of the visitor will be taken for verification.
• You will receive a notification when a number is updated with biometric registration • Registered SIM Card shall bear the name of the visitor
• Note: National Identification/ National Identification number and passport for foreigners are the only E. SIM Card Registrations for Foreigner
approved ID to be used on SIM card registrations for individuals • “Foreigner” means a non-citizen who is not a diplomat staying in the country for a period of more than six
(6) months;
• Foreigners shall be required to present NIDA identity.
B. SIM Card Registrations under Company • Finger print of the foreigner will be taken to verification.
• A company shall present a valid certified copy of TIN Certificate, Business License & Certificate of • Registered SIM Card shall bear the name of the foreigner.
Incorporation/Compliance or certificate of registration.
• The company representative shall present his/her NIDA ID and finger print verification F. SIM Card Registrations for Diplomat
• The Company shall present the introduction letter approving the representative and the usage of the SIM • The diplomat shall be required to present his certified copies of valid passport and valid diplomatic
card. identity issued by ministry of foreign affairs & EAC corporation for SIM Card registration;
• The SIM card shall bear the name of the company • No fingerprint shall be taken during SIM Card registration;
• Company shall notify Airtel for any changes of the representation • Registered SIM Card shall bear the name of the Diplomat

C. SIM Card Registrations under Institution G. SIM Card Registrations for Diplomat Institution
• The institution representative shall be required to present introduction letter of the respective institution; • Diplomatic Institution shall present the introduction letter from the Institution and original letter from
• The institution representative shall be required to present his/her NIDA identity number and finger print for ministry of foreign affairs & EAC corporation.
biometric verification • Also shall present copies of certified valid passport and valid diplomatic ID of the representative issued by
• The registered SIM Card shall bear the name of institution ministry of foreign affairs & EAC corporation for batch of SIM cards to be registered.

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 SIM CARD BIOMETRIC
REGISTRATION PROCEDURES
• Registered SIM Card shall bear the name of the Diplomatic Institution • The Company shall present the introduction letter approving the employees under company employees’
• Service provider shall keep details of diplomatic institution and the representative registration
• The SIM card shall bear the name of the employees
H. SIM Card Registrations for refugee • Company shall notify Airtel for any changes of the representation
• Refugees shall be required to present NIDA identity; • The service provider shall keep details of the company and the employee
• Service provider shall conduct fingerprint verification of a refugee with NIDA for biometric SIM Card
registration; J. SIM Card Registration for M2M
• The service providershall keep details ofthe refugee; and registered SIM Card shall bearthe name ofthe refugee • A company shall present valid certified copy of TIN Certificate, Business License & Certificate of
Incorporation/Compliance or certificate of registration.
• The company representative shall present his/her NIDA ID and finger print verification
SIM Card Registration for Minor (below 18 Years) • The Company shall present the introduction letter approving the representative and the usage of the SIM
• Sim card used by minor shall be registered under minor biometric sim card registration category card.
• Guardian/Parent of minor shall present minor certified copy of birth certificate/Adoption document/Valid • The SIM card shall bear the name of the company
passport with valid visa for foreigner • Where M2M is owned by individual, sim card shall be registered under individual category using individual
• SIM registration agent will capture minor portrait photo and nationality national identification and finger print verification & the service provider shall keep details of the individual
• Guardian/Parent shall be required to present National Identification Number/ for foreigner valid passport, • Company shall notify Airtel for any changes of the representation
valid visa and finger print for verification • To make sure you are using number that have been biometric check by dialing *106#.
• Registered SIM Card shall bear the name of the minor
• The service provider shall keep details of the minor and the parent/guardian

I. SIM Card Registration for Company Employees

• Sim card used by company employees shall be registered under company biometric registration category
• A company shall present valid certified copy of TIN Certificate, Business License & Certificate of
Incorporation/Compliance or certificate of registration.
• Each employee who is entitled to use the sim card is required to share National Identification number and
finger print for verification

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 SIM CARD BIOMETRIC
REGISTRATION PROCEDURES
Lock or unlock your lost number How to verify your registration details, status and the numbers or registered under your
To lock or unlock your lost number you will be validated if you are the valid owner of the phone NIDA ID.
number. Ensure you have the five frequently called numbers before contacting our call center Verify if your registration is complete by dialing *106# If you get different registration details,
agent please visit our registrar or Airtel shop with your NIDA ID or number.

Recovering your lost or damaged SIM Card

You can only recover your lost or damaged SIM card by visiting our Airtel shop near by and under-
go SIM Swap with your NIDA ID or Number. Ensure your SIM Card is registered under the requirements of law. For more
information, please visit (Airtel website: www.airtel.co.tz): In the Electronic and
NOTE: In case the number which has lost belongs to someone else or hold some one else details Postal Communications Act, 2010 (Act No. 3/10), failure to comply is a criminal
you will be required to ask the owner to the process SIM Swap offense and if found guilty appropriate penalties shall apply.

What should you do if your phone has been locked and needs PUK?
1. If you still have the pack on which your SIM card was attached, check on the back of it for PUK number
and explanations on usage.
2. If you don’t have the starter pack Dial 100 select 1 then choose 3(PUK ) and follow the instructions

Ownership of one SIM Card for a single network.

The Tanzania Communications Regulatory Authority (TCRA) However, TCRA has issued direc-
tives on the implementation of ownership of more than one SIM card from the same operator in
which the customer must seek the approval from TCRA. It’s Easy! Do not throw your Simcard, own
more than one by dialing *106# select SIM Card approval (New)

OR *****

Visit Airtel shop to register your main sim card as primary number and the rest as secondary in
which you will be required to provide reason for each.

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 USE OF *106# USE OF *106#

A. SIM REGISTRATION STATUS B. NUMBERS REGISTERED WITH YOUR NIDA CARD IN AIRTEL

1. REGISTRATION STATUS
1 2 1. REGISTRATION STATUS 3 1 2 2. NUMBERS
3
2. NUMBERS REGISTERED REGISTERED WITH
WITH YOUR NIDA CARD YOUR NIDA CARD IN
IN AIRTEL AIRTEL
3. NUMBERS REGISTERED 3. NUMBERS REGISTERED
WITH YOUR NIDA CARD WITH YOUR NIDA CARD
IN ALL NETWORKS
DIAL DIAL IN ALL NETWORKS
SELECT 2
4. TO REGISTER AIRTEL SELECT 1 4. TO REGISTER AIRTEL
*106# PRIMARY NUMBER *106# PRIMARY NUMBER
5. TO REGISTER 5. TO REGISTER
AIRTEL SECONDARY AIRTEL SECONDARY
NUMBERS. NUMBERS.
6. TO VIEW ALL 6. TO VIEW ALL
REGISTERED & REGISTERED &
VERIFIED NUMBERS. VERIFIED NUMBERS.

IF NOT
IF BIOMETRICALLY
4 5 BIOMETRICALLY 4 5
REGISTERED REGISTERED

DEAR CUSTOMER, NUMBER/S

DEAR CUSTOMER, YOUR NUMBER ENTER YOUR NIDA REGISTERED WITH
YOUR NUMBER 0XXX XXX XXX IS ID NUMBER YOU NATIONAL
0XXX XXX XXX HAS NOT BIOMETRIC _________________ ID ARE
BEEN BIOMETRIC REGISTERED. PLEASE 0XXX XXX XXX
REGISTERED AS VISIT OUR SHOP OR 0XXX XXX XXX
JUMA KAREEM AGENT WITH YOUR
MUSA NIDA ID OR NIN TO
REGISTER.

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 USE OF *106# USE OF *106#

C. NUMBERS REGISTERED WITH YOUR NIDA CARD IN ALL NETWORKS D. TO REGISTER AIRTEL PRIMARY NUMBER

1 2 1. REGISTRATION STATUS 3 1 2 3
1. REGISTRATION STATUS
2. NUMBERS REGISTERED
2. NUMBERS REGISTERED
WITH YOUR NIDA CARD
WITH YOUR NIDA CARD
IN AIRTEL
IN AIRTEL
3. NUMBERS
3. NUMBERS REGISTERED
REGISTERED WITH
WITH YOUR NIDA CARD
SELECT 4
YOUR NIDA CARD IN
IN ALL NETWORKS
DIAL ALL NETWORKS DIAL
4. TO REGISTER AIRTEL SELECT 3 4. TO REGISTER AIRTEL CHOOSE 1 FOR
*106# *106# PRIMARY NUMBER
PRIMARY NUMBER
5. TO REGISTER PRIMARY
5. TO REGISTER
AIRTEL SECONDARY
AIRTEL SECONDARY NUMBER
NUMBERS.
NUMBERS.
6. TO VIEW ALL
6. TO VIEW ALL
REGISTERED &
REGISTERED &
VERIFIED NUMBERS.
VERIFIED NUMBERS.

4 5 NUMBER/S 4 5 CHOOSE PRIMARY

REGISTERED WITH
NUMBER
YOU NATIONAL ID ARE
TIGO:
TIGO:
ENTER YOUR ENTER YOUR 0XXX XXX XXX
0XXX XXX XXX
HALOTEL:
NIDA ID NUMBER HALOTEL: NIDA ID NUMBER
0XXX XXX XXX
0XXX XXX XXX
AIRTEL:
_________________ AIRTEL: _________________
0XXX XXX XXX
0XXX XXX XXX
ZANTEL:
ZANTEL:
0XXX XXX XXX
0XXX XXX XXX
VODACOM:
VODACOM:
0XXX XXX XXX
0XXX XXX XXX

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 USE OF *106# USE OF *106#

E. TO REGISTER AIRTEL SECONDARY NUMBERS F. TO VIEW ALL REGISTERED & VERIFIED NUMBERS

1 2 1. REGISTRATION STATUS 3 1 2 1. REGISTRATION STATUS 3

2. NUMBERS REGISTERED 2. NUMBERS REGISTERED
WITH YOUR NIDA CARD WITH YOUR NIDA CARD
IN AIRTEL IN AIRTEL
3. NUMBERS REGISTERED SELECT 5 3. NUMBERS REGISTERED
WITH YOUR NIDA CARD WITH YOUR NIDA CARD SELECT 6
IN ALL NETWORKS IN ALL NETWORKS
DIAL DIAL
4. TO REGISTER AIRTEL CHOOSE 2 4. TO REGISTER AIRTEL
CHOOSE 1 FOR
*106# PRIMARY NUMBER *106# PRIMARY NUMBER
5. TO REGISTER SECONDARY 5. TO REGISTER PRIMARY
AIRTEL SECONDARY NUMBER AIRTEL SECONDARY
NUMBER
NUMBERS. NUMBERS.
6. TO VIEW ALL 6. TO VIEW ALL
REGISTERED & REGISTERED &
VERIFIED NUMBERS. VERIFIED NUMBERS

4 5 4 5

CHOOSE 2 FOR
ENTER YOUR NORMAL USE
CHOOSE
NIDA ID NUMBER ENTER YOUR
3 REGISTERED
____________ SECONDARY
NUMBERS
_________________ NUMBER
CHOOSE REASON
EG: (FINANCIAL USE)

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 HOW TO RECHARGE

1. To add a balance through voucher the customer needs to dial * 104 * then enter the available 14
numbers on the back of your voucher # card, the customer will receive a short message indicating the
rate he added as well as tax deductions.

If the card is damaged:

• Make sure you have six (6) consecutive digits / digits of the damaged card.
• Make sure you have sixteen (16) damaged card numbers, important to have those numbers
2. You can also add the balance through Airtel Money by dialing * 150 * 60 # select 2 buy the balance
3. You can also increase the balance through My Airtel App
4. The customer can also be transferred the balance by another Airtel customer through
the Me2U service
5. The customer can also purchase the remainder (transfer) from Airtel stores, stores
Airtel Money and Airtel Money agents

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 Pay bills
MY AIRTEL APP From Home
Download My Airtel APP
Introducing the new and improved My Airtel App, now available for download!
My Airtel App is currently available for download play store for Android(OS) and App store for Apple (IOS).

Recharge, Send Money, Buy Bundles, Scan & Pay merchants, Send and Receive money from Bank and
much more using My Airtel Africa App.
No need to recall USSD, buy all your Data, Voice, SMS and combo products under one roof or make
transactions on Airtel Money like clearing bills, paying for goods, and services with Airtel Money.
Stay on top of your spending with transaction history and ability to see your balances in the palm of your
hands

Features
• The Airtel Money and Self-care apps have been merged into one easy to download next generation app
that does not take up your storage space.
• A new interactive user experience and interface optimized to minimize the clicks needed to find
products and services.
• Enhanced customer experience through self-service options, 24*7 support and a store locator to find
the nearest Airtel outlet using your current location.
• Transparency in usage and payments with detailed account history on both the self-care and Airtel
Money sides.
• Ability to easily share the app with your friends and family.
• Send Money from your Phone Book, and be sure you are sending to the correct customer
• QR code Payment Made easy
• Send money from your Airtel Money account to your bank account without leaving the app.
• Buy voice, SMS and data products and pay with your credit/debit card using our secure payment
gateway.
• Pay all your bills like LUKU, Solar, pay TV, and more using an easy to use interface.

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 AIRTEL TV

Airtel TV is your One-Stop Destination for Live TV, Movies, TV Shows and Videos. We’ve got a huge collection
for you in multiple languages. Search for your video with title, actor or anything linked.

There is No Subscription fee to access Airtel TV. All you need to do is Download Airtel TV App and Register.
You can download Airtel TV from Google Play Store for android (OS) users or the Apple (IOS)App store for
iPhone users.
Only Airtel customers, both Prepaid and Postpaid with a registered SIM, a data enabled device with Airtel
mobile data network can enjoy the service.
Airtel TV gives you access to a wide range of channels for Live content, a variety of genres such as Drama,
Romance, Action, Comedy, Music, Faith/Religion, Health/Fitness, Kids and Documentaries.

Features
• No subscription fee is required; however, data charge applies.
• Great content for your kids as well as bonding with your family.
• Access to variety of genres such as drama romance, action, comedy, music, faith, religion, health/fitness,
kids and documentaries.
• Browse through tittles or search your favorite movies, video channels by entering related fields such as
movies/TV show tittle/director/actor/channel name in the search bar at the top of the page.
• Share videos with friends and family, click on share button on the movie/show/video page and then select
where you want to share and with whom.
• Data server options: select your preferred streaming quality to save your data. Go to
‘menu’>>’settings’>>’playback quality’ and then select either low, medium or high quality and save.

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 VOICE LOCAL
Tsh 0.5 per sec
Call across all networks within the country at an affordable cost, without subscribing to a bundle.

Enjoy voice bundles that give you more minutes to call all networks.

Have freedom to use your minutes anytime of the day within validity period, with no restrictions of day or
night usage (Visit our website for more details on bundles/rates www.airtel.co.tz )

Tsh 0.5 / per sec

Tsh 0.5 / per sec

Tsh 0.5 / per sec

Tsh 0.5 / per sec

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 DATA

Airtel welcomes you to our Supa 4G Experience. Airtel Supa 4G offers faster speeds on downloading, Tips to manage your data usage so that your internet do not deplete fast.
uploading, browsing and streaming.
1. Manage your data usage by changing the quality of your photos or videos. Example: You can change
Enjoy Amazing data bundles by dialing *149*99# and select 5 internet and choose a data bundle of your the quality of You Tube videos on settings from auto or High definition to Low definition.
choice. 2. Manage the settings of your photos and videos by restricting the auto viewing. Example: On whatsapp
or Instagram, you can manage photos or videos which you what to view. Also on YouTube you can
If you wish to upgrade your sim to 4G, kindly visit Airtel shop, Airtel money branches or registration agents manage video playing by disabling the auto play button.
to change your sim from 3G to 4G and get free GB for upgrading. 3. Disable auto-update of your applications by going to settings then disable auto updates”, this will
manage the updates of your applications hence limit the usage of your data.
To know if your device or sim card are 4G enabled kindly dial *149*95#, and you will receive a flash 4. Completely close any opened web page after usage. Click on the X button to close it. If you leave it
messaging confirm if your device and sim are 4G or you are required to upgrade either your device or your without closing it will continue using your data unknowingly.
sim card to 4G. 5. Some applications like Facebook, Instagram, Linked In and the rest need you to log in your credentials
to open them. Ensure you have completely logged out before leaving the page so as to stop the app
(For more details of data bundles/rate visit our website www.airtel.co.tz ) from using your data. Click the log out button.
6. Reduce unwanted / unimportant applications, otherwise they will continue to use your data as they will
How to limit your data internet usage?
need updates even if are not used.
• Disable data every time your recharge your account
7. It is encouraged to understand the capability of any smart phone that you are about to buy. Smart
• Disable data when you don’t need it so as to restrict applications working on background mode from
phones are 90% dependent on internet, so ensure you plan and limit your data usage as per your
‘stealing’ your data
phone requirements.
• Switch off any applications you don’t use in order to restrict them from stealthily using your data bundles

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 ROAMING

Roaming with your Airtel Tanzania line while travelling abroad will ensure you are always reachable even if How to subscribe to roaming bundles.
you are thousands of miles away from home • You can subscribe to roaming bundles while still in Tanzania at departure or at arrival in the country you are
visiting.
Get to know the roaming TIPS from Airtel Tanzania • Concerning which bundles you should subscribe, it all depends with your usage needs.
• For a prepaid customer, make sure you have enough credit in your SIM card. There is no set limit for balance, • In-order to know our roaming bundles, please visit www.airtel.co.tz
it all depends on your needs and usage when you roam. For example, if you need a service of only receiving
text messages, you do not need any credit in your account. Get to know more about Roaming and International Calling bundles with Airtel Tanzania Dial *149*99# or
• For postpaid customers, you need to contact your key account manager in order to be enabled to use *149*13#. You also can get information on our roaming bundles through My Airtel App application and
roaming services. Airtel Tanzania website www.airtel.co.tz .
• Turn your phone off and on when you arrive in your destination (roaming) country. Our network will
automatically connect with our partner network in the country you are visiting (roaming). Be connected with other nations via International Calling bundles
While roaming, as a prepaid customer, you can purchase roaming bundles (One Airtel or Global bundles) Airtel Tanzania offers you special bundle to keep your connected with family and friends abroad. To know
via our product menu by dialing *149*99# or *149*13#. and purchase International calling bundles visit www.airtel.co.tz/My Airtel Application. You can also dial
*149*99# or *149*13#
Do the following in case you failed to use roaming service outside the country
• Make sure that your mobile phone indicates the network of our partner in the country your are roaming.
• Check Airtel Tanzania roaming partners in the country your visiting by visiting www.airtel.co.tz
• Ensure that the settings of your mobile phone are correct to enable you roam outside the country. For
example: turn on data roaming every time you want to use internet.
• Ensure that you have sufficient credit or you have subscribed to a correct bundles for the visited destination.
• For any problem while outside Tanzania contact us via following email: helpdesk@airtel.co.tz

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 money

AIRTEL MONEY

Get connected to Airtel Money. Any Airtel customer who has been fully registered with Airtel network, is Get to know different Airtel Money Customer Transaction Limits The following limits apply to Airtel Money
automatically connected to Airtel Money service instantly. Follow below steps on how to activate your Airtel customer transactions as per National Payment System Act 2015 - Electronic Money Regulation issued
Money account. by the BoT

How to activate your Airtel Money Account? It is now simplified.

ITEMS TIER 1 TIER 2

For every new and existing customer who haven’t activated their Airtel Money account and he/she want to
start using Airtel Money services, it is now easy to: MAXIMUM 5,000,000 10,000,000
• Dial *150*60# MAXIMUM DAILY TRANSFER 5,000,000 50,000,000
MAXIMUM BALANCE 10,000,000 50,000,000
• To start using Airtel Money enter new 4-digit PIN
MAXIMUM YEARLY LIMIT -
• Confirm new PIN
MANDATORY KYC DEFAULT ID, BUSINESS LICENSE AND
• Confirmation notification REQUIREMENTS TIN CERTIFICATE
• Self-Care PIN reset using secret question
• Have you forgotten your Airtel Money PIN?

Your Airtel Money a PIN is your SECRET. If you have forgotten your Airtel Money PIN prepare
the follow requirements to get quick assistance before contacting our support channels.

A. To register secret question:

• Dial *150*60# Select 1. My PIN
• Select 7. My account • Select 2. Forgot PIN
• Select 1. My PIN
• Select 4. Change security Question
• To Reset Airtel money PIN using Secret question:
• Dial *150*60#
• Select 7. My account

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 AIRTEL MONEY

Do the following to avoid sending or withdrawing money wrongly Airtel Money MasterCard
1. Confirm the amount you want to send Airtel Money MasterCard is virtual card that allows you to buy goods and services from merchants across
2. Confirm the number and name you want to send money to the world online through Your Airtel Money wallet.
3. Confirm the Airtel Money agent till number and name when withdrawing Airtel Money MasterCard enables you to pay all online merchants around the world that accept
MasterCard payments such as Netflix, Amazon, Alibaba, Uber etc.
Have you sent money wrongly? It is easy, you can now self-reverse wrong transactions at your fingertips.
How to create Airtel Money MasterCard?
Below are the steps on how to self – reverse the wrong transaction. Dial Airtel Money USSD: *150*60#
Dial *150*60# Select #4. MasterCard
Select 7, My account Select #1. Get a Card
Select 2 my transaction reversal Enter Airtel Money PIN to confirm Airtel Money MasterCard virtual card creation
Select 1 initiate reversal Customer receives SMS notification with a link for your Airtel Money MasterCard details…PAN, CVV and
Select 1 expiry date
And follow the instructions OR USE AIRTEL MONEY APP
International Money Transfer – Kenya, Uganda and Burundi Important things to note:
IMT – Airtel Kenya, Airtel Rwanda, Airtel Uganda, M-Pesa Kenya, Econet Burundi, MTN Uganda 1. You don’t need to refund your card; it is directly linked to your Airtel Money.
2. You will be charged when you make online purchases.

What is the process of sending money?

Dial *150*60# to access your AM menu Enter your Airtel Money PIN. Airtel Money Agent (Wakala)

Select option 1: Send Money You can check the exchange rate before sending Airtel Money agent/wakala is the person who is connected to do business with Airtel Money Limited to

Select option 5: Send Money Abroad service Airtel Money customers

Select either country

Enter the Receivers Number
Enter your Amount in Tanzanian shillings.
Select the reason of the transaction.

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 AIRTEL MONEY SERVICES

To become an Airtel Money wakala/agent you need: Did you know?

• National ID Your Airtel Money PIN is your secret. Do not share or donate to anyone even if you is an Airtel Money agent
• Business license
• TIN number (business) For Customers: When you recover your lost or stolen Airtel Money number your Airtel Money account is
Note: All documents should contain the same owner name and legal certified. locked for security of your account and your money and opened after 24 hours.
Submit the documents to either of the below places: Airtel Money App gives you control in your hands
1. Airtel Money Territory Sales Manager /Zonal Business Manager • It is improved to give you efficiency and simplicity when using Airtel Money
2. A nearby Airtel Shop • It enables you to pay all your bills
3. Airtel Money Branches • It enables you to pay for your goods and different services at merchant stores easily.
• It saves your time.
Upon damage or loss of Airtel Money wakala/agent SIM Card to get the new one below are mandatories:
1. The owner must visit Airtel Money Shop with his/her registered KYC documents (Business license, TIN
number and National ID)
2. Police loss report
3. If damaged, provide the damaged SIM Card

Note:
1. Airtel Money Till is being given for FREE. Do not accept buying Till from someone else.
2. Upon misplacement of above mentioned document for Till request Airtel will not be liable with
anything.
3. Legal measures will be taken upon someone who is using Airtel Money Till that hold some else’s
details it is prohibited.
4. If you want to renew the damaged or lost Airtel Money Till which hold the details that doesn’t belong
to you, you must contact the owner to process the renewal as he/she is the only one with the mandate
to send the request.

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 POST PAID CUSTOMERS

Are customers who join Airtel Tanzania family and access all services by signing an Enterprise contract. For
further information please send your queries to airtel.business@airtel.co.tz, visit www.airtel.co.tz. Or visit
any nearby Airtel Shop.

Companies: Companies can join Airtel Tanzania for its employees to enjoy Enterprise packages and
benefits . Every Enterprise customer will have a dedicated key account manager to assist with any inquiries.

Post Paid Service:

An Enterprise customer can access Enterprise packages and benefits and get assistance via our website,
USSD, My Airtel App, Airtel shop and through our social media channels.
1. Balance request: Dial *102#
2. You want to know your SIM card number and registration status dial *106#
3. In-case you have lost your SIM card;
• For Enterprise customer please contact your company’s SPOC
• For Individual post paid customer please contact your Key Account Manager or send your request to
esupport business.support@airtel.co.tz

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 CUSTOMER CARE

Any organization can give customer service. At Airtel, we like to believe we give the experience, over and Did you know you can access any of our products or services by dialing *100#? Try it today to enjoy easy
above the service. self-service options on the menu.
Not just any experience, but a quality experience. We want you to stay with Airtel for the long term, that’s
why we are dedicated to look after you. A) CUSTOMER SERVICE DYNAMIC IVR (100-SWAHILI, 101 FOR ENGLISH)
Dynamic IVR is an interactive voice recorder consisting of self-service functions that enable and empowers
Free 24-hour Call Centre: customers to request services, find information, purchase products, resolve issues, and giving agent
Call our 24-hour Call Centre any time - for free. We’ll resolve your queries and we’ll help you to make the interaction whenever necessary.
most of Airtel services. • Our IVR menu contains all the top issues reported by the customers.
• Call 100 for Swahili or 101 for English then listen to the instruction very carefully and select the number of
Whether a Prepaid, Postpaid or Corporate customer, you can dial 100 from your mobile phone for Swahili services you want.
speakers and 101 for the English language.
What will you get when using IVR100/101?
Please Note: Airtel customer care will only call you through +255100 and will NOT ask for your Airtel Money Easy to access our service and resolve any issue at any time 24/7hrs (online resolution) below services
PIN. Please ignore calls from other numbers. Stay Alert! can be access without speaking to an agent.
• The self-reversal in for a wrong Airtel money transaction
Email us: • Self Airtel money PIN reset
If you have any questions at all about your phone, your tariff plan, or how to use our services you can also • Luku token retrieval
email us on helpdesk@airtel.co.tz • PUK retrieval
• Report stolen Sim card
Self Service: • Bundle subscription and other products information
We are committed to giving our customers self-services where they can get to solves any queries or • Speak to a customer care agent to report any other query
information without directly contacting our customer service agent.
Dear valued customers, please listen to the information played in the menu carefully so we can be able to
identify and resolve your issues.

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 CUSTOMER CARE

a. Airtel self-care menu (*148*60#, *100#,*101#) 2.Primary school name

The self-care menu is to help the customers to more self-services and access all our services in one 3.Childhood friend
menu. The services available are as follow: 4.Town of birth
1.My Account 5.Alternative number
2.Airtel Money
3.Voice and data Bundles To reset the Airtel Money PIN: Dial *150*60# then select “my account” then “my PIN”, then select “Forgot
4. Get News PIN”. The customer will be required to provide the answer to the security question set
5. Help
You can also visit any of our Airtel shops country-wide. For details on the shop locations and working
b. Airtel Money self-reversal hours
To reverse wrongly sent Airtel Money transaction:
Dial *150*60# select My Account, select My Transaction Reversals then select either of the below:
• Initiate Reversal (sent money to the wrong recipient)
• Approve Pending Reversal (received money wrongly)

c. Wakala/Agent self-reversal
To reverse wrongly sent Airtel Money transaction:
Dial *150*60# select My Account, Cash-in Reversal then selects either of the 5 transactions which will be
populated or enter the transaction you want to reverse.

d. Airtel Money PIN reset VIA security Question.

To set your Airtel Money security Question: Dial *150*60# then select “my account” then “my PIN” then
select “change security Question”
The customer will be prompted to choose any of the below questions and provide the answers.
1.Mother’s maiden name

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 CUSTOMER CARE

You can also visit any of our Airtel shops country-wide. For details on the shop locations
and working hours

DAR ES SALAAM MOROGORO

DAR ES SALAAM DAR ES SALAAM DAR ES SALAAM DAR ES SALAAM MBEYA MOSHI MPANDA MUSOMA
Kariakoo Opps: Big Born Shamba Street / Masika
Airtel HQ Morocco Mbagala Big Born J Mall Samora Avenue Mlimani City Acacia Street Mawenzi Road Near NMB Mpanda Town Two Ways Mkendo Street
Msimbazi Round
8:30 - 5PM 8:30 - 5PM 8:30 - 5PM 8:30 - 6PM 8:30 - 5PM 8:30 - 5PM 8:30 - 5PM 8:30 - 5PM
8:30 - 5PM 8:30 - 5PM
MON - FRI MON - FRI MON - FRI MON - FRI MON - FRI MON - FRI MON - FRI MON - FRI
MON - FRI MON - FRI
9AM - 1PM 9AM - 1PM 9AM - 1PM 9AM - 6PM 9AM - 5PM 9AM - 5PM 9AM - 5PM 9AM - 5PM
9AM - 1PM 9AM - 5PM
SAT SAT SAT SAT SAT SAT SAT SAT
SAT SAT
CLOSED CLOSED CLOSED 9AM - 6PM 9AM - 1PM 9AM - 5PM 9AM - 5PM 9AM - 5PM
CLOSED 9AM - 5PM
SUNDAYS SUNDAYS SUNDAYS SUNDAYS SUNDAYS SUNDAYS SUNDAYS SUNDAYS
SUNDAYS SUNDAYS
CLOSED CLOSED CLOSED 9AM - 6PM CLOSED CLOSED CLOSED CLOSED
CLOSED 9PM TO 1PM
HOLIDAYS HOLIDAYS HOLIDAYS HOLIDAYS HOLIDAYS HOLIDAYS HOLIDAYS HOLIDAYS
HOLIDAYS HOLIDAYS

ARUSHA BABATI BUKOBA CHALINZE DODOMA MWANZA NJOMBE RUKWA RUVUMA SHINYANGA
Maeda Road Clock Tower Maisaki Street Kawawa St / Uganda Rd. Chalinze Nyerere/Khatibu Street Kenyatta Road Songea Road Mazwi Street Mbinga Road Uhuru Road/Soko kuu

8:30 - 5PM 8:30 - 5PM 8:30 - 5PM 8:30 - 5PM 8:30 - 5PM 8:30 - 5PM 8:30 - 5PM 8:30 - 5PM 8:30 - 5PM 8:30 - 5PM
MON - FRI MON - FRI MON - FRI MON - FRI MON - FRI MON - FRI MON - FRI MON - FRI MON - FRI MON - FRI
9AM - 5PM 9AM - 5PM 9AM - 5PM 9AM - 5PM 9AM - 5PM 9AM - 5PM 9AM - 5PM 9AM - 5PM 9AM - 5PM 9AM - 5PM
SAT SAT SAT SAT SAT SAT SAT SAT SAT SAT
9AM - 1PM 9AM - 5PM 9AM - 5PM 9AM - 5PM 9AM - 5PM 9AM - 1PM 9AM - 5PM 9AM - 5PM 9AM - 5PM 9AM - 5PM
SUNDAYS SUNDAYS SUNDAYS SUNDAYS SUNDAYS SUNDAYS SUNDAYS SUNDAYS SUNDAYS SUNDAYS
CLOSED CLOSED CLOSED CLOSED CLOSED 9PM TO 1PM CLOSED CLOSED CLOSED CLOSED
HOLIDAYS HOLIDAYS HOLIDAYS HOLIDAYS HOLIDAYS HOLIDAYS HOLIDAYS HOLIDAYS HOLIDAYS HOLIDAYS

GEITA IRINGA KAHAMA KIGOMA LINDI SIMIYU SINGIDA TABORA TANGA VWAWA
Geita Miyomboni Street Kahama Lumumba Road Jamuhuri Street Sokoni street/Soko Kuu Singida Sikonge Road Independence street Vwawa

8:30 - 5PM 8:30 - 5PM 8:30 - 5PM 8:30 - 5PM 8:30 - 5PM 8:30 - 5PM 8:30 - 5PM 8:30 - 5PM 8:30 - 5PM 8:30 - 5PM
MON - FRI MON - FRI MON - FRI MON - FRI MON - FRI MON - FRI MON - FRI MON - FRI MON - FRI MON - FRI
9AM - 5PM 9AM - 5PM 9AM - 5PM 9AM - 5PM 9AM - 5PM 9AM - 5PM 9AM - 5PM 9AM - 5PM 9AM - 5PM 9AM - 5PM
SAT SAT SAT SAT SAT SAT SAT SAT SAT SAT
9AM - 1PM 9AM - 5PM 9AM - 5PM 9AM - 5PM 9AM - 5PM 9AM - 1PM 9AM - 5PM 9AM - 5PM 9AM - 5PM 9AM - 5PM
SUNDAYS SUNDAYS SUNDAYS SUNDAYS SUNDAYS SUNDAYS SUNDAYS SUNDAYS SUNDAYS SUNDAYS
CLOSED CLOSED CLOSED CLOSED CLOSED CLOSED CLOSED CLOSED CLOSED CLOSED
HOLIDAYS HOLIDAYS HOLIDAYS HOLIDAYS HOLIDAYS HOLIDAYS HOLIDAYS HOLIDAYS HOLIDAYS HOLIDAYS

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 CUSTOMER CARE

SIMIYU SINGIDA TABORA TANGA VWAWA

Sokoni street/Soko Kuu Singida Sikonge Road Independence street Vwawa

8:30 - 5PM 8:30 - 5PM 8:30 - 5PM 8:30 - 5PM 8:30 - 5PM
MON - FRI MON - FRI MON - FRI MON - FRI MON - FRI
9AM - 5PM 9AM - 5PM 9AM - 5PM 9AM - 5PM 9AM - 5PM
SAT SAT SAT SAT SAT
9AM - 1PM 9AM - 5PM 9AM - 5PM 9AM - 5PM 9AM - 5PM
SUNDAYS SUNDAYS SUNDAYS SUNDAYS SUNDAYS
CLOSED CLOSED CLOSED CLOSED CLOSED
HOLIDAYS HOLIDAYS HOLIDAYS HOLIDAYS HOLIDAYS

ZANZIBAR
Mlandege Street

8:30 - 5PM
MON - FRI
9AM - 5PM
SAT
9AM - 5PM
SUNDAYS
CLOSED
HOLIDAYS

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 IMPORTANT NUMBERS
FOR CUSTOMERS

CUSTOMER SHOULD BE AWARE OF THE FOLLOWING IMPORTANT NUMBER: 15040 REPORT FRAUD VIA SMS
Dear Customer, you can report any SMS related to fraud through number 15040 via a short message
100 (SMS).
Call Centre Number Dear Customer If You Have Any Problems With Our Airtel Services Call Our Call
Centre Number 100 For Free. Our Call Center Attendants Will Be Happy To Assist You 24 Hours 1. Copy the message received from the fraudster
2. Open the messaging APP and paste the message received
3. Send it to the number 15040
4. Wait for few seconds, the popup message will be displayed requesting you to enter the number of the
2551000 fraudster. The records will be capture for action.
Direct call ID from Airtel to customers Airtel will reach a customers direct with caller ID (255100
only). Customers will not be able to send short message (SMS) or call this number.
Guide On Handset Issue Related To Airtime Usage
Did you know you can prevent your airtime from being used after the data bundle depletions? Or expired.
At Airtel, your airtime is safe even if the data bundle is expired or depleted.
15040 Airtel gives an option to subscribers of bundled services to choose and accept to be charged out-of-bundle
Report Fraud via SMS Dear Customer you can report any SMS related to fraud through number tariff once units in subscribed bundles are exhausted. The Opt-out mechanism shall be the default, until the
15040 via a short message (SMS).
subscriber opted-in to use Out of bundle tariff;
To opt-out, kindly dial *149*99# then select 10 (balance/usage outside bundle) then select option 2 (usage
out of bundle)
0800008272
Report Regulator (TCRA) Dear customers should you require to contact the regulator (TCRA) call
number 0800008272 for FREE and report or register your complain.

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 TERMS & CONDITIONS

These terms and conditions are issued by AIRTEL Tanzania Limited and shall apply to all AIRTEL Subscribers Covered Area: Means the Geographical area covered by the network and within which the CUSTOMER can
and or Customers of Services provided by AIRTEL which includes but is not limited to Services of voice, access the Service or Network as advised by AIRTEL from time to time.
data, internet, value added services and mobile money services (Airtel Money). AIRTEL: Means AIRTEL TANZANIA LIMITED having its registered office at Derm Complex, Plot No. 11 Block
45A, New Bagamoyo Road, Kijitonyama Area, Dar- es- Salaam.
Definitions Mobile Phone: Means a device that can make and receive telephone calls over a radio link whilst moving
Account: Means AIRTEL’s records of personal details, outstanding charges payable by and payments round a wide geographic area.
received from CUSTOMER. Network: Means AIRTEL equipment software and facilities that enable the CUSTOMER using a mobile
Account Holder: Means the CUSTOMER. phone compatible with GSM 900,1800 and 2100 or any other spectrum in use by AIRTEL {provided that it
Active: means in relation to a SIM Card that services for which it is enabled are conducted through it on a is not SIM locked by another operator} to have access to the Services.
regular basis. PIN: Means a Personal Identification Number allotted to every SIM card to control access to the network
Activation Date: Means the date on which the CUSTOMER successfully subscribes for the Services and the term “PIN Code” shall have a corresponding meaning.
provided by AIRTEL through Client’s SIM Card. Point of Sale: Means any shop or place where the CUSTOMER can make an offer for any of the Services.
Charges: Means connection charges, monthly access charges call charges and all other charges payable Price list: Means a list of charges for tariffs for Services as levied by AIRTEL, which Price List may be updated
for the provision of network services, SIM Cards and any other services howsoever described by AIRTEL to by AIRTEL from time to time and may include, related explanations definitions notes and conditions.
the CUSTOMER as detailed in the Schedule of charges published by AIRTEL from time to time. Rights: Means copyright trademark and other relevant proprietary and intellectual property rights relating
Contract: means the terms and conditions contained herein and any variation witnessed in writing. to the content or contained in any software that is required and/or utilized by AIRTEL to operate the Network
Customer: Means a person or entity who successfully subscribes for AIRTEL’s services (herein defined) and to provide the Services.
and executes a contract with AIRTEL accordingly. The term “CUSTOMER” shall include the said subscriber’s Roaming/ International Calling Facility: Means an optional facility that may be availed by AIRTEL or
personal representatives, successors in title and assigns as well as persons acting with the Customer’s through AIRTEL’s assistance upon request by a CUSTOMER and at such additional costs as may be advised
authority such as agents, servants or employees of the CUSTOMER. as AIRTEL, which facility allows the CUSTOMER while in a foreign country to use the network(s) and related
Connection: Means the process through which a CUSTOMER is given access to the AIRTEL services through services of other network service providers in such foreign countries subject to these Terms and Conditions
AIRTEL’s network. The terms “Connected’’, “Disconnected’’ and “Re connection” will have corresponding as well as further terms as may be advised by the other network service providers.
meanings. Services: Means the mobile telecommunication services availed by AIRTEL or partner in case of roaming
Content: Means audio, text, visual or other information software and materials availed by means of the subject to these Terms and Conditions (as modified from time to time) which Services enables the
network including all information supplied by content providers from time to time. CUSTOMER to make or receive calls and/or send and receive data, send and receive short text messaging,

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 TERMS & CONDITIONS

access information, send and receive money, make payments and access other facilities on AIRTEL Money 3.4 The CUSTOMER shall not be entitled or have a right to any specific mobile phone number(s) and AIRTEL
supplied by AIRTEL or any other content providers by means of the network and the term “Service” includes reserves the right with justifiable reasons to offer, withdraw and change such mobile phone number(s) as
all such value added services, package deals and other optional services as may be availed by AIRTEL. may be allocated upon giving adequate notice to the CUSTOMER.
SIM CARD(s): Means the Subscriber Identity Module(s) provided to the CUSTOMER by AIRTEL to enable 3.5 The international calling facility and or roaming shall be made available to the CUSTOMER upon request
the CUSTOMER to access and to use the network and related Services. made to AIRTEL (in writing or any other prescribed mode) by the CUSTOMER and shall be subject to such
further or additional terms and conditions as AIRTEL may impose before availing any of the said facilities.
COMMENCEMENT AND TERM 3.6 The service is not fault free and the quality and availability of the service may be affected by factors
These terms and conditions shall apply to the CUSTOMER immediately upon subscription of the Services outside the control of AIRTEL including but not limited to local geographic and physical obstruction
and shall continue during the dependency of the license granted to the company and any renewal thereof atmospheric conditions and other causes of radio interference as well as faults in other telecommunication
unless terminated by either party according to the terms and conditions herein. networks to which the network is connected or dependent. The network and the service may also from
Provided that the Customer may within ten (10) days of subscription of the Services, and without assigning time to time require upgrading, modification, maintenance or other works that may also result in the service
any reasons, immediately terminate the use of the Services without consequences. or any part thereof becoming temporarily unavailable.
3.7 On activation, the CUSTOMER will be entitled to the quality of service generally provided by a competent
PROVISION AND USE OF THE SERVICES mobile telecommunications service provider exercising reasonable skill and care and pursuant to the
3.1 Subject to the provisions of the Contract the CUSTOMER is only entitled to the Services or such part applicable requirements under the license to AIRTEL.
thereof as are to be availed by AIRTEL at the time the CUSTOMER signs this Contract. The CUSTOMER 3.8 AIRTEL may suspend services or any part thereof without giving the CUSTOMER notice if AIRTEL has
will be informed by AIRTEL through the AIRTEL website, short text messages, the press or points of sale good reason to believe that the CUSTOMER has not complied with one or more of the terms contained
of various other components relating to review of the Services provided as and when they are availed by herein.
AIRTEL. 3.9 AIRTEL may vary the content or the technical specification of the Services from time to time and shall
3.2 The Terms and Conditions of this Contract may be varied at any time subject to AIRTEL issuing a fourteen immediately advise the CUSTOMER of such changes.
(14) days public notice of the intended changes and obtaining approval from respective government 3.10 The CUSTOMER is solely responsible for evaluating the accuracy and completeness of the content
organs as may be required by law. and the value and integrity thereof and accordingly AIRTEL will not be a party to or in any way responsible
3.3 Subject to the provisions of this Contract AIRTEL will provide the CUSTOMER with a SIM Card and take for any transaction concerning the content or defects therein.
all reasonable steps to make the Service 3.11 AIRTEL shall only activate the CUSTOMER upon receipt of a completed application form and supporting
CUSTOMER on such terms and date as shall be agreed. documents as may be stated in the application form. The CUSTOMER shall inform AIRTEL in writing of any

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 TERMS & CONDITIONS

change in the information provided in the application form or other document.

3.12 The CUSTOMER shall fill the customer registration forms and ensure the same are submitted to C. SIM Card Registrations under Institution
AIRTEL within such reasonable period. The CUSTOMER shall ensure that the information provided in the • The institution representative shall be required to present introduction letter of the respective institution;
customer registration forms is comprehensive and accurate. • The institution representative shall be required to present his/her NIDA identity number and finger print
3.12 Airtel shall only activate the CUSTOMER once the customer is fully biometrically registered. for biometric verification
All customer need is to visit any Airtel shop or Registration agents with your National identification or • The registered SIM Card shall bear the name of institution
National ID number or Passport for foreigners. D. SIM Card Registration for Visitors
Below is the easy procedure to be biometrically registered per category: - “Visitor” means a non-citizen who is not a diplomat and intends to stay in the United Republic of Tanzania
A. SIM Card Registrations for individual for a period of not more than six (6) months
• Visit Airtel shop or registration agents with your National ID number for Tanzania citizen including • Visitor shall be required to present certified copies of valid passports with valid visa.
foreigner more than (6) months stay and foreigner less than (6) months stay shall be required to • Finger print of the visitor will be taken for verification.
present valid passport. • Registered SIM Card shall bear the name of the visitor.
• SIM registration agent will capture your National Identification Number or passport and scan your E. SIM Card Registrations for Foreigner
finger print “Foreigner” means a non-citizen who is not a diplomat staying in the country for a period of more than six
• You will receive notification when number is updated with biometric registration (6) months;
• Note: National Identification/ National Identification number and passport for foreigners are the only • Foreigners shall be required to present NIDA identity.
approved ID to be used on SIM card registrations for individuals • Finger print of the foreigner will be taken to verification.
B. SIM Card Registrations under Company • Registered SIM Card shall bear the name of the foreigner.
• A company shall present valid certified copy of TIN Certificate, Business License & Certificate of F. SIM Card Registrations for Diplomat
Incorporation/Compliance or certificate of registration. • The diplomat shall be required to present his certified copies of valid passport and valid diplomatic
• The company representative shall present his/her NIDA ID and finger print verification identity issued by ministry of foreign affairs & EAC corporation for SIM Card registration;
• The Company shall present the introduction letter approving the representative and the usage of the • No fingerprint shall be taken during SIM Card registration;
SIM card. • Registered SIM Card shall bear the name of the Diplomat
• The SIM card shall bear the name of the company G. SIM Card Registrations for Diplomat Institution
• Company shall notify Airtel for any changes of the representation • Diplomatic Institution shall present the introduction letter from the Institution and original letter from

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 TERMS & CONDITIONS

ministry of foreign affairs & EAC corporation. • Each employee who is entitled to use the simcard is required to share National Identification number
• Also shall present copies of certified valid passport and valid diplomatic ID of the representative issued and finger print for verification
by ministry of foreign affairs & EAC corporation for batch of SIM cards to be registered. • The Company shall present the introduction letter approving the employees under company employees’
• Registered SIM Card shall bear the name of the Diplomatic Institution registration
• Service provider shall keep details of diplomatic institution and the representative • The SIM card shall bear the name of the employees
H. SIM Card Registrations for refugee • Company shall notify Airtel for any changes of the representation
• Refugees shall be required to present NIDA identity; • The service provider shall keep details of the company and the employee
• Service provider shall conduct fingerprint verification of a refugee with NIDA for biometric SIM Card K. SIM Card Registration for M2M
registration; • A company shall present valid certified copy of TIN Certificate, Business License & Certificate of
• The service provider shall keep details of the refugee; and registered SIM Card shall bear the name of Incorporation/Compliance or certificate of registration.
the refugee • The company representative shall present his/her NIDA ID and finger print verification
I. SIM Card Registration for Minor (below 18 Years) • The Company shall present the introduction letter approving the representative and the usage of the
• Simcard used by minor shall be registered under minor biometric simcard registration category SIM card.
• Guardian/Parent of minor shall present minor certified copy of birth certificate/Adoption document/ • The SIM card shall bear the name of the company
Valid passport with valid visa for foreigner • Where M2M is owned by individual, sim card shall be registered under individual category using
• SIM registration agent will capture minor portrait photo and nationality individual national identification and finger print verification & the service provider shall keep details of
• Guardian/Parent shall be required to present National Identification Number/ for foreigner valid the individual
passport, valid visa and finger print for verification • Company shall notify Airtel for any changes of the representation
• Registered SIM Card shall bear the name of the minor To make sure you are using number that have been biometric check by dialing *106#.
• The service provider shall keep details of the minor and the parent/guardian 3.13 The rights relating to the software in the SIM Card are the property of AIRTEL. The SIM Card is supplied
J. SIM Card Registration for Company Employees to the CUSTOMER under license by AIRTEL for the proper use with the Services only. The CUSTOMER may
• Simcard used by company employees shall be registered under company biometric registration not copy, change or re-engineer the software in any manner whatsoever. AIRTEL reserves the right at any
category time to substitute or replace the SIM Card at no cost to the CUSTOMER. AIRTEL shall take such reasonable
• A company shall present valid certified copy of TIN Certificate, Business License & Certificate of measures to ensure that no data is lost during the transfer process.
Incorporation/Compliance or certificate of registration. 3.14 In the event of loss, theft or damage of the SIM Card, AIRTEL shall at the CUSTOMER’S request and

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 TERMS & CONDITIONS

after verifying the CUSTOMER’S identity, replace the SIM Card (within such reasonable period as will 4.THE CUSTOMER’S OBLIGATIONS
be communicated to the CUSTOMER). AIRTEL may require the CUSTOMER to pay such fees as it may The CUSTOMER agrees and covenants:
determine where the lost or stolen or damaged SIM Card is replaced. 4.1 Not to assign or transfer the service, SIM card or personalized telephone number to any person without
3.15 The SIM Card shall be automatically blocked if the wrong PIN Code is entered multiple times as may be the prior written consent of AIRTEL.
determined by AIRTEL. If the CUSTOMER is for any reason unable to access the AIRTEL network because 4.2 That the CUSTOMER acknowledges that the SIM card and the rights therein shall at all times remain the
the SIM Card has been deactivated for this reason, AIRTEL may at the request of the CUSTOMER and after inalienable and non-transferable property of AIRTEL.
carrying out such investigations as it deems fit reactivate the SIM Card. The SIM Card can be unblocked by 4.3 That the CUSTOMER shall at all times be responsible and accountable to AIRTEL for the proper use
calling the AIRTEL call centre or Show Rooms and AIRTEL shall be entitled to charge the CUSTOMER such and preservation of the SIM card and the PIN code. In the event the CUSTOMER continuously neglects to
fee as it shall deem fair for unblocking the SIM Card. use the SIM card or the number provided for a period of 90 days AIRTEL may suspend the number and re-
3.16 AIRTEL shall not be liable to the CUSTOMER or any parties dealing with the CUSTOMER for any allocate the number for use by any other CUSTOMER.
indirect or consequential loss or damage to them including without limitation any loss or damage arising 4.4 That the CUSTOMER shall at all times remain responsible for confidentiality of any information or data
from business interruption arising from the use of the Service, the Network or howsoever caused. received or transmitted by the CUSTOMER using the Network and the CUSTOMER agrees to notify AIRTEL
3.17 The rights to all software used in providing the Services shall remain the property of the respective immediately of any or any suspected unauthorized use of other SIM card or the Services. Unless caused by
content providers, software suppliers or AIRTEL as the case may be. technical failure, the CUSTOMER acknowledges that AIRTEL shall not be liable for any loss the CUSTOMER
3.18 The CUSTOMER may in the event of any complaint or dispute with AIRTEL with regard to the Service may incur as a result of the unauthorized use of the Service or SIM Card without the CUSTOMER’s knowledge.
or Network contact the CUSTOMER care department through designated numbers for the time being 4.5 That in the event of loss or theft of the SIM card whether or not the SIM card was inserted in a handset
being 100 and 101 or visit any of the AIRTEL show rooms. at the time of such loss or theft the CUSTOMER shall notify AIRTEL using the designated telephone
3.19 Whilst every effort has been made by AIRTEL, its affiliated companies, employees, suppliers, agents number or visit the AIRTEL outlets requesting that the subscription be suspended or deactivated and shall
and or vendors to ensure Services is provided appropriately, AIRTEL, its affiliated companies, employees, immediately thereafter confirm the report of loss or theft in writing to AIRTEL accompanied by an original
suppliers, agents and or vendors do not guarantee the availability of Services at all times or that Services will police abstract to verify the loss or theft.
be uninterrupted or error free or accurate or secure or complete or meet your requirement. AIRTEL makes 4.6 That the CUSTOMER shall, until such time AIRTEL is notified as per clause 4.5 above, be fully liable and
no representations or warranties, whether express or implied, and assumes no liability or responsibility for shall pay AIRTEL for all calls made using the SIM card whether or not the SIM card has been stolen or lost
the performance of the Services over and above its license obligations. and the CUSTOMER hereby undertakes to indemnify AIRTEL in full and hold it blameless for any liability
fees costs charges or expenses it may suffer or incur by reason of any fraudulent use of the SIM Card or by
reason of the SIM Card being stolen or lost.

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4.7 The CUSTOMER shall in the event of loss or theft of the SIM card as aforesaid remain responsible and 4.15 The CUSTOMER undertakes to immediately notify AIRTEL in case of defective SIM Card or Services.
accountable to AIRTEL for use of the SIM Card up to the time AIRTEL is notified in accordance with clause AIRTEL’S OBLIGATIONS
4.5 above. 5.1 AIRTEL undertakes subject to these Terms and Conditions to provide the Services to the CUSTOMER.
4.8 To indemnify AIRTEL in full for all the charges that AIRTEL may incur or suffer by reason of re-activating 5.2 AIRTEL shall make available to the CUSTOMER from time to time a coverage map indicating the Covered
the SIM card arising as a result of any fraudulent claim. Area.
4.9 The CUSTOMER confirms and warrants that the CUSTOMER has capacity to enter into this contract 5.3 AIRTEL shall from time to time publish charges and tariffs applicable to the Services.
and to perform the CUSTOMER’s obligations as herein set out. 5.4 AIRTEL shall keep the CUSTOMER information and communications confidential subject to exceptions
4.10 The CUSTOMER further warrants and confirms that information and particulars of the CUSTOMER provided herein or as may be provided in any statutory law.
given to AIRTEL are true and the CUSTOMER shall notify AIRTEL immediately in writing of any changes and CHARGES
the CUSTOMER undertakes to provide AIRTEL with information or documents required by AIRTEL from 6.1 All charges and tariffs on the Services are subject to applicable taxes.
time to time. 6.2 Subject to publishing a prior written notice, AIRTEL reserves the right to vary the charges and tariffs for
4.11 The CUSTOMER confirms that the CUSTOMER’s liability under the contract shall be joint and several the Services.
in cases where the CUSTOMER is more than one person. 6.3 Where applicable, the charges shall be subject to foreign currency fluctuations.
4.12 The CUSTOMER confirms that he/she shall not use the Services for any criminal or immoral purposes SUSPENSION OF SERVICES
and shall be solely responsible for any consequences arising from such criminal or immoral use of the 7.1 AIRTEL may at any time suspend the Services, in whole or in part and without liability under the following
Services or the Network. circumstances;
4.13 unless occasioned negligently, The CUSTOMER indemnifies and holds AIRTEL harmless against all 7.1.1 should AIRTEL be unable to provide the services, in whole or in part, whether due to force majeure or
and any loss, liability, actions, suites, proceedings, costs, demands and damages of all and every kind, otherwise through no fault of its own; or
(including direct, indirect, special or consequential damages), arising out of or in connection with the failure 7.1.2 should a license or an agreement in terms of which AIRTEL derives its rights and ability to provide the
or delay in the performance of Services offered or the use of Services. Services, be suspended, cancelled or terminated; or
4.14 For Services that requires password such as Airtel Money, the CUSTOMER undertakes to keep all 7.1.3 should such suspension of the service be necessary in order to facilitate any repairs, modification,
passwords secure and warrant that no other person shall use Services utilizing the CUSTOMER’S password, maintenance, improvement or remedial works in respect of the system; or
and the CUSTOMER further acknowledges responsibility for ensuring that no unauthorized access to 7.1.4 should the CUSTOMER fail to comply with these terms and conditions; or
Services is obtained using the CUSTOMER’S password, and that the CUSTOMER shall be liable for all such 7.1.5 should the CUSTOMER use equipment that infringes or is alleged to infringe on the intellectual
activities conducted pursuant to such use, whether authorized or not. property rights of AIRTEL or any third party.

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 TERMS & CONDITIONS

7.2 Should the services be suspended by reason of default of the CUSTOMER, the CUSTOMER shall be GOVERNING LAW
liable to AIRTEL for its then applicable connection charges, payable on cessation of the suspension. These terms and conditions shall in all aspects be governed by the laws of Tanzania.

PRIVACY STATEMENT MISCELLANEOUS

8.1 AIRTEL and all its associated companies are committed to respecting the privacy of the CUSTOMERS 10.1 These terms and conditions are severable, in that if any provision is determined to be illegal or
personal data. To demonstrate AIRTEL’s commitment, AIRTEL has created this Privacy Statement in order unenforceable by any court of competent jurisdiction, then such provision shall be deemed to have been
to communicate its intent to provide effective processes for the appropriate handling of private information deleted without affecting the remaining provisions of the terms and conditions.
and to comply with applicable legislation that governs the authentication, protection and disclosure of 10.2 Failure by AIRTEL to exercise any particular rights or provision of these terms and conditions shall not
personal information. constitute a waiver of such right or provision, unless acknowledged and agreed to by AIRTEL in writing.
8.2 AIRTEL has implemented technology, policies and processes aimed at protecting the confidentiality, 10.3 Where AIRTEL fails to provide the Services for a continuous period of twelve (12) hours for reasons
integrity and availability of the CUSTOMER’S personal information. AIRTEL shall update and refine these beyond its control, it shall notify the CUSTOMER of the failure, causes of failure and estimated time for
measures on an ongoing basis. AIRTEL assumes no responsibility or liability of any nature whatsoever for resumption of the Services. The notification may be done through television, radio, newspaper and any
the interception or loss of personal information beyond AIRTEL’s control. other reasonable means.
8.3 AIRTEL does not distribute any of the CUSTOMER’S personal information to third parties unless it’s 10.4 These terms and conditions constitute the sole agreement between the CUSTOMER and AIRTEL.
requested by the CUSTOMER or it’s legally required to do so by a statute. For avoidance of doubt and clarity, Where a specific agreement has been signed between the CUSTOMER and AIRTEL which contain similar
AIRTEL may be obliged to disclose personal information to meet any legal or regulatory requirements of terms and conditions the provisions of such specific terms and conditions shall take precedent in the event
applicable laws. of conflict or inconsistency.
8.4 AIRTEL reserves the right to amend or modify this Privacy statement at any time in response to new 10.5 In case of any conflict between these general terms and conditions and those governing particular
privacy legislation. Airtel products, terms and conditions applicable for particular Airtel products should apply.
8.5 Monitoring or recording of the CUSTOMER communications such as calls or SMS’s may take place as
required by law or for business purposes to the extent permitted by law.

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 Contact Us
Airtel Tanzania
Airtel House, Corner of A.H Mwinyi Road & Kawawa Road, Kinondoni
PO Box 9623,
Dar-es-Salaam, Tanzania
Email: helpdesk@airtel.co.tz

Jinsi ya kuwasiliana nasi:

Website: www.airtel.co.tz
101 - for English both Postpaid & Prepaid
100 - for Swahili both Postpaid & Prepaid
Email: helpdesk@airtel.co.tz

+255 694 100 100 AIRTEL TANZANIA AIRTEL_TANZANIA AIRTEL_TANZANIA

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