Account locked and video verification not working

[zach]

Issue: I recently switched to a new iPhone and tried to log in to my Monzo account. The app advised my account had been locked and I would need to complete a secure video recording to verify my identity. After confirming microphone and camera privileges, I attempted to complete this video step several times however the app always failed to show a camera viewfinder on screen. The page simply remained blank. I followed the “get in touch” option and reported the issue but so far nothing. How can I access my account if the only option to regain account access is through a video feature that is bugged?

Details to reproduce:

open app
“confirm your identity”
“record a video of yourself saying a few words”
finding your face screen is unable to register any video
“tap record” but the screen is blank with no camera feed
“There was a problem recording the video. Please try again or restart the Monzo app if it continues.”

OS: iOS 18.4.1

Device: iPhone 16 pro

App Version: 6.24.0

Screenshots:

[tbutz (🏳️‍🌈 Producer of "low value commentary")]

Have you tried the uninstall, restart, re-install process, see if that fixes the issue?

[Ordog]

Also, check that the app has permissions to access the camera etc.

[davidwalton (Award Winning Hot Coral Analyst)]

Did you restore an iCloud backup (made from your old phone) while switching to your new phone? If so, the Monzo app has in previous reports, not liked this much.

As @tbutz suggests, uninstall the Monzo app, restart your device (crucial), then re-install the Monzo app.