£4k pot inaccessible with test UI (Partner still has access)

[nickh]

For reference…

If you’d read the only post that gave you access to the beta, it was very clearly explained about the in app support…

@bruno

Early Access

If you want to start using this version you can sign up for early access. This is pretty much a work in progress, so you can expect hitting issues on a regular basis. Here’s a flavour what might happen to you:

• You won’t have some features for now (like Summary!)
• The app might crash a lot
• There’s no in-app customer support for issues related to the new navigation. In-app chat still works exactly as before, but you’ll only be able to get help on issues related to your account, not the new version of the app.
• We’re changing things on a weekly basis and new functionality might be removed without notice
• And of course the other countless bugs and things that can go wrong!
• Your money is always safe

[anon61713273]

My reply wasn’t directed at Nick.

I wasn’t a member of the forum, I don’t follow Monzo news like a lot of you do - I went on my account page last week, saw something new and clicked the section which said about testing out the new UI, and that’s unfortunately all I remember.

Apologies for coming here and looking for help, I know in future to not attempt to ask Monzo experts for advice without expecting “Oh how funny, you aren’t an expert” type responses. Thank you for telling me multiple times that I did something wrong.

[nickh]

@anon61713273

I wasn’t a member of the forum, I don’t follow Monzo new like a lot of you do - I went on my account page last week, saw something new and clicked the section which said about testing out the new UI, and that’s unfortunately all I remember.

What was the link in the accounts section? I haven’t got one of those (nor has my wife), but Monzo often only send out some links to a small group of people.

Did it point you to the forum where you could sign up for the beta (which was on Brunos post), or did it give you access another way?

I don’t think I’ve seen anyone else get access unless they signed up through that link, but that’s not to say Monzo haven’t done so.

@bruno - Can you help with the above?

[anon61713273]

I honestly don’t remember, but either way I wouldn’t necessarily read “There’s no in-app customer support for issues related to the new navigation. In-app chat still works exactly as before, but you’ll only be able to get help on issues related to your account, not the new version of the app.” and think that means money seemingly disappearing from my pots - in my world that isn’t navigation.

Anyway I’ve asked for the money to be removed from the pot and will also be removing myself from the forum - thanks for the people who actually helped without finding it hilarious that someone would need it.

[gallifreyangirl]

Laura sorry if I offended you it wasn’t my attention. I thought you had signed up for the beta layout on the forums. I didn’t know there was an option on the feed.

[nickh]

@anon61713273

and think that means money seemingly disappearing from my pots - in my world that isn’t navigation.

If your partner has access to the Pot and can withdraw, it sounds like a new UI issue (although I appreciate as a customer, you really shouldn’t need to consider if it’s a UI issue or not).

That being said, with the recent news that 10% of new customers are on the new UI… What are Customer Service doing to help them when they have issues (which have been documented numerous times on here)?

Anyway, glad you’ve got it sorted!

[don_quixote]

@nickh

That being said, with the recent news that 10% of new customers are on the new UI… What are Customer Service doing to help them when they have issues (which have been documented numerous times on here)?

It does seem like they may be moving people to the new version a little early as it still seems like there are a lot of bugs

I would suggest if the new version is live (for new customers) then customer support should now be contacted for problems with the new version. (Not saying it is a good idea, I think they may be pushing the new version too quickly)

[nickh]

@don_quixote

I would suggest if the new version is live (for new customers) then customer support should now be contacted for problems with the new version.

This creates a bit of an “us” and “them” situation - But I agree that new customers to Monzo shouldn’t need to use this forum for any troubleshooting or bug issues.

I’m surprised they’ve rolled the new UI out to genuine, new customers…

They say first impressions are important, and by Monzo’s own admission… The first impression of their bank will be:

@bruno

• You won’t have some features for now (like Summary!)
• The app might crash a lot
• There’s no in-app customer support for issues related to the new navigation. In-app chat still works exactly as before, but you’ll only be able to get help on issues related to your account, not the new version of the app.
• We’re changing things on a weekly basis and new functionality might be removed without notice
• And of course the other countless bugs and things that can go wrong!
• Your money is always safe

[don_quixote]

@nickh

They say first impressions are important, and by Monzo’s own admission… The first impression of their bank will be:

We’re working on a new look for the Monzo app

Have you got the source that they were realasing to 10% of new customers? I personally haven’t seen it and did have a quick scan for it but couldn’t find it

[nickh]

I think it was from the open office they did.

There was a bit of back and forth here…

We're working on a new look for the Monzo app

It was mentioned that 10% of new customers have it so that the testing isn’t limited to just fans/forum members. So yes, for the past week or so, 10% of new customers have automatically been given this layout.

[don_quixote]

@nickh

It was mentioned that 10% of new customers have it so that the testing isn’t limited to just fans/forum members. So yes, for the past week or so, 10% of new customers have automatically been given this layout.

That is a little worrying if true then.

Any comments from Monzo in regards to contacting support now for issues with the new design?[quote=“Justin, post:1164, topic:65333”]
I have average sized hands, and this feature would certainly help me with a phone of this size. However, I know plenty of people whose hands are smaller.
[/quote]

Have you ever thought the issue is the phone rather than an app

[jbond312 (James Bond)]

I sincerely hope that isn’t the case. I am happy to tell anyone who opted into the new look that there is always a risk of bugs as it’s still in development. However, to start A/B testing on a subset of customers who didn’t opt-in when there are some rather fundamental issues (particularly around pots) is going to reflect poorly as the software isn’t of production quality.

[cookywook (Richard Cook)]

Hi there, if you’re having trouble with the new look app, please get in touch and we’ll do what we can to help. (We can still revert you to the old look).

Hope that helps!

[nickh]

@cookywook

Hi there, if you’re having trouble with the new look app, please get in touch and we’ll do what we can to help. (We can still revert you to the old look).

Hope that helps!

Hi Richard,

Appreciate you are being bombarded with questions today… But could you add this to the list…

We (the “beta” testers for the new UI who signed up through the forum), were told not to contact CS with bug issues relating to the new UI - Although we could contact them if we wanted to revert back to the old UI (one time only thing).

But if 10% of new customers are being brought straight into the new UI, what are they supposed to do about all the bugs/issues that are being reported here.

We can probably assume they aren’t part of the forum community (the majority at least), so how are their issues being handled?

[cookywook (Richard Cook)]

@nickh

But if 10% of new customers are being brought straight into the new UI, what are they supposed to do about all the bugs/issues that are being reported here.

We’ll offer as much support as we can to anyone who’s having issues with the new navigation. That might just mean reverting them back to the old look for the most part.

We originally just wanted to avoid COps getting overrun with feedback on the new look, and to keep it in the thread. But of course we’ll always help anyone having trouble accessing their money.

Please follow up in the original thread with any questions!

[bruno (Bruno Vaz Moço)]

@nickh

We (the “beta” testers for the new UI who signed up through the forum), were told not to contact CS with bug issues relating to the new UI - Although we could contact them if we wanted to revert back to the old UI (one time only thing).

But if 10% of new customers are being brought straight into the new UI, what are they supposed to do about all the bugs/issues that are being reported here.

I can add a bit more context to this as well.

There’s 3 reasons why we don’t want COps to receive messages about bugs/feedback on the new navigation.

• There’s ~400 people working in the COps team 24/7, and we’re still making massive changes to the new navigation on an ongoing basis. Just imagine the number of hours we’d have to collectively spend every day to get the that many people updated on all potential issues, bugs, etc.
• There’s a very small number of people working on the new navigation, and we read all messages posted in the forum! For the purpose of getting feedback and bugs reported to us, this is definitely the best channel.
• Our customer support team works incredibly hard to provide amazing support to our customers. These are often customers in really difficult situations that need help urgently. Scaling CS at the rate we’re growing is a real challenge. And with current response times we definitely wouldn’t rollout the new nav to customers if training all COps on this was a requirement. So it’s a trade-off.

I really want our community members to have early access to all the things we’re building internally. And I think it’s fair if we set from the start that you’re opting in for unfinished versions of our product that are not yet supported by COps.

Naturally this is not the same case for any customer that we’ve rolled this out to (without opt-tin).

Regardless of you having opted in or not, the COp that picks up your conversation will see that you have the new nav. And will always answer your query. I just want everyone to keep in mind that these queries take much longer to resolve, can be very stressful for the COp that doesn’t know how to answer, and need to involve more people. But we’ll never turn down help to those who ask for it

[bruno (Bruno Vaz Moço)]

@nickh I’m happy to have a look at what happened to your account, and follow up through your initial chat. Just DM me your Monzo email address and I’ll investigate.