MTL Anywhere Softphone – Frequently Asked Questions (FAQ) 

  1. What is MTL Anywhere?

The MTL Anywhere is a mobile and web-based softphone application that allows MTL customers to make and receive calls using their MTL account over the internet, without the need for a traditional physical telephone. 

  1. Who can use the MTLAnywhere Softphone? 

The Softphone is available to eligible MTL customers whose accounts have been activated for the service. 

Customers need to complete the required registration/KYC process before their account can be activated. 

  1. How do I get an MTL Softphone account?

Visit an MTL Sales outlet or contact an MTL Sales Representative. After completing the required KYC process, an account will be created, and you will be provided with your login credentials. 

  1. Can I sign up for the application myself?

No. Customers cannot currently create their own accounts through the application. Your account must first be created and activated by MTL. 

  1. What do I need to log in?

You need: 

  • Your MTL Softphone username; this is your 0111xxxx xx number 
  • Your password 
  • An active internet connection 
  1. On which devices can I use the Softphone?

The Softphone is designed to work on: 

  • Android smartphones 
  • iPhones 
  • Computers – Via Web browsers 

Availability on the respective application stores may depend on the publication and approval process. 

  1. Do I need an internet connection?

Yes. The Softphone requires an internet connection to make and receive calls. 

The quality of your experience may depend on the speed and stability of your internet connection. 

  1. Can I use Wi-Fi?

Yes. You can use the Softphone over a suitable Wi-Fi connection. 

  1. Can I use mobile data?

Yes. The application can use mobile data, subject to your available data connection and applicable data charges. 

  1. How do I recharge my Softphone account?

Use an applicable MTL voucher which can be purchased from MTL Service centres. Also the voucher can be purchased from the National Bank platforms. 

Follow the instructions displayed on the voucher. 

  1. What should I do if my voucher is not accepted?

Check that: 

  • The voucher number has been entered correctly. 
  • The voucher has not already been used. 
  • Your internet connection is working. 

If the problem persists, contact MTL Customer Support at 265 111 686 191. 

  1. Ihave forgottenmy password. What should I do? 

Contact MTL Customer Support at 265 111 686 191 or your designated MTL representative for assistance with resetting your password. 

  1. Can I change my password?

Yes. Customers should be able to change their password through the available password management option in the application. 

For first-time users, you may be required to change the password provided by MTL. 

  1. Can I use the Softphone on more than one device?

This depends on how your account has been configured. Please contact MTL if you require assistance using your account on another device. 

  1. Can I use the WebDiallerinstead of the mobile application? 

Yes. The MTL Softphone service can also be accessed through the Web Dialler using a supported web browser. 

  1. What happens if I close my browser?

For security, the Web Dialler is designed to terminate the active session when the browser is closed. 

  1. Can I add contacts?

Where the contact management functionality is enabled, users can add and manage contacts through the Web Dialler/application. 

  1. What should I do if I cannot make a call?

First check: 

  • Your internet connection. 
  • Your Softphone account status. 
  • Your account balance/available credit. 
  • That you have entered the correct destination number. 

If the problem continues, contact MTL Customer Support at 265 111 686 191. 

  1. What should I do if I cannot receive calls?

Check that: 

  • You are logged into the Softphone. 
  • Your internet connection is active. 
  • Your account is active. 
  • The application has the necessary permissions on your phone. 

If the problem persists, contact MTL Customer Support at 265 111 686 191. 

  1. What if the application is not working properly?

Try the following: 

  1. Check your internet connection. 
  1. Close and reopen the application. 
  1. Restart your phone if necessary. 
  1. Ensure that you are using the latest version of the application. 
  1. Contact MTL Customer Support at 265 111 686 191if the problem continues. 
  1. Does the Softphone support SMS?

Yes, SMS on-net functionality works fine; off-net SMS may depend on the features enabled on the MTL platform. Customers should contact MTL for information on availability. 

  1. Does the Softphone support video calls or conferencing?

The application supports peer-to-peer video calling, while group video calling and teleconferencing are potential future enhancements. Availability will depend on the features implemented and enabled by MTL. 

  1. How do I get the application?

The application can be obtained through the official MTL distribution channels. Once the application is officially published, customers will be able to download it from the relevant application store. 

MTL may also provide an alternative official download method during the transition period. 

  1. How much does it cost to use the Softphone?

Charges depend on the applicable MTL tariff and service package. Please contact MTL Sales or Customer Support for current pricing information. 

  1. Can I use MTL Anywhere outside Malawi? 

Yes, that’s why it is called Anywhere Softphone. As long as you have active internet, you will be able to use the app. 

  1. Where can I get help?

For assistance with account activation, login, technical problems, or other Softphone-related issues, please contact MTL Customer Support at 265 111 686 191 and also through the official MTL support channels. 

 

Important 

Never share your Softphone password with another person. MTL staff will not ask you to disclose your password under any circumstances. 

MTL Anywhere – Connecting you wherever you are.