# Can’t access the app on my new phone **URL:** \ **Category:** Help\ **Created:** [20 April 2023 09:25 UTC](https://community.monzo.com/t/can-t-access-the-app-on-my-new-phone/146688 "2023-04-20T09:25:27Z")\ **Posts on this page:** 10\ **Page:** 1
**Author:** ![Elaine108](https://avatars.discourse-cdn.com/v4/letter/e/48db29/32.png) [@Elaine108](https://community.monzo.com/u/Elaine108)\ **Post date:** [20 April 2023 09:25 UTC](https://community.monzo.com/t/can-t-access-the-app-on-my-new-phone/146688/1 "2023-04-20T09:25:28Z")
Hi I have read other threads about deleting the app, restarting the phone and re installing the app. I have tried these but it’s still not working. When I log in and the app sends the verification code it says ‘that number is in use’ and that’s that - can’t get any further When I’ve searched on the internet it says go online to your website - but no apparent fixes there either Can you help? Thanks Elaine ---
**Author:** ![Kumnaa](https://dub1.discourse-cdn.com/monzo/user_avatar/community.monzo.com/kumnaa/32/3950_2.png) [@Kumnaa](https://community.monzo.com/u/Kumnaa)\ **Post date:** [20 April 2023 09:27 UTC](https://community.monzo.com/t/can-t-access-the-app-on-my-new-phone/146688/2 "2023-04-20T09:27:58Z")
I’m the past this was because there were two flows to a fresh install, I’ve not installed for a while so don’t know if it’s still the case but one was signing up and one was logging in. The message you’ve got sounds like you’re trying to sign up again rather than login? ---
**Author:** ![Kumnaa](https://dub1.discourse-cdn.com/monzo/user_avatar/community.monzo.com/kumnaa/32/3950_2.png) [@Kumnaa](https://community.monzo.com/u/Kumnaa)\ **Post date:** [20 April 2023 09:29 UTC](https://community.monzo.com/t/can-t-access-the-app-on-my-new-phone/146688/3 "2023-04-20T09:29:25Z")
I’ve just taken one for the team, there are two options on a fresh install for me. Are you picking the bottom one? ![Screenshot_20230420-102833](https://global.discourse-cdn.com/monzo/original/3X/8/5/851c63d29f07a7fd85aaa97d85b56e34c78a576f.png) ---
**Author:** ![\_Tom](https://dub1.discourse-cdn.com/monzo/user_avatar/community.monzo.com/_tom/32/70559_2.png) [@\_Tom](https://community.monzo.com/u/_Tom)\ **Post date:** [20 April 2023 09:43 UTC](https://community.monzo.com/t/can-t-access-the-app-on-my-new-phone/146688/4 "2023-04-20T09:43:34Z")
Hey There, It sounds like you’re clicking `I'm new to Monzo` as it’s replying that the number you’re using is in use, can you try clicking `I already have an account` and follow the flow? ❤ ---
**Author:** ![Elaine108](https://avatars.discourse-cdn.com/v4/letter/e/48db29/32.png) [@Elaine108](https://community.monzo.com/u/Elaine108)\ **Post date:** [20 April 2023 11:36 UTC](https://community.monzo.com/t/can-t-access-the-app-on-my-new-phone/146688/6 "2023-04-20T11:36:59Z")
Hi I’m signing in with I already have an account but get the same message ---
**Author:** ![Revels](https://dub1.discourse-cdn.com/monzo/user_avatar/community.monzo.com/revels/32/120556_2.png) [@Revels](https://community.monzo.com/u/Revels)\ **Post date:** [20 April 2023 11:43 UTC](https://community.monzo.com/t/can-t-access-the-app-on-my-new-phone/146688/7 "2023-04-20T11:43:21Z")
Are you using the right email address? When you’re signing back in, you don’t get a text or add your mobile number (I don’t think) You add your email and you get a magic link via email, then you click that and log in. ---
**Author:** ![Ordog](https://dub1.discourse-cdn.com/monzo/user_avatar/community.monzo.com/ordog/32/22446_2.png) [@Ordog](https://community.monzo.com/u/Ordog)\ **Post date:** [20 April 2023 14:12 UTC](https://community.monzo.com/t/can-t-access-the-app-on-my-new-phone/146688/9 "2023-04-20T14:12:27Z")
Certainly sounds like you’re entering the wrong email address. Think of what other email address you could have signed up with and try that ---
**Author:** ![davidwalton](https://dub1.discourse-cdn.com/monzo/user_avatar/community.monzo.com/davidwalton/32/111540_2.png) [@davidwalton](https://community.monzo.com/u/davidwalton)\ **Post date:** [20 April 2023 16:48 UTC](https://community.monzo.com/t/can-t-access-the-app-on-my-new-phone/146688/10 "2023-04-20T16:48:42Z")
Hi Elaine & welcome 👋 To check if the email you are using is correct (or try other emails to check which is the correct one), you can do this via browser - you can login to see the emergency information at [web.monzo.com](http://web.monzo.com/) That might help pin down which email address you used to originally sign up for Monzo quicker. If you don’t get a Magic Link email from Monzo regardless of the (valid) email address you are trying, Monzo states: **What to do if you don’t receive your login email:** - Check your email address is definitely correct. It can be very easy to mistype! - Wait for 10 minutes – sometimes your email provider will delay the email arriving in your inbox. - Check your Spam folder (and please mark it as Not Spam). - If you use Gmail, check your Promotions folder (and please move them into your main folder). - If you have changed email addresses, you’ll need to send us a message. - If none of the above work, please send us an email to [help@monzo.com](mailto:help@monzo.com) from your registered email address and we’ll get you up and running! ---
**Author:** ![Elaine108](https://avatars.discourse-cdn.com/v4/letter/e/48db29/32.png) [@Elaine108](https://community.monzo.com/u/Elaine108)\ **Post date:** [20 April 2023 17:20 UTC](https://community.monzo.com/t/can-t-access-the-app-on-my-new-phone/146688/11 "2023-04-20T17:20:57Z")
Yes it was the wrong email 🙈 ---
**Author:** ![Paddiewack](https://dub1.discourse-cdn.com/monzo/user_avatar/community.monzo.com/paddiewack/32/89937_2.png) [@Paddiewack](https://community.monzo.com/u/Paddiewack)\ **Post date:** [20 April 2023 18:08 UTC](https://community.monzo.com/t/can-t-access-the-app-on-my-new-phone/146688/12 "2023-04-20T18:08:26Z")
It’s always a panic when something goes wrong but this forum (speaking from experience) is a great place to get help on many things. Glad you’re sorted.