Cannot login to Monzo App - new UK account

Help
1

I’m setting up a new account, after downloading the app, I receive a link by email to log in to Monzo app, I then select UK as the country I live in (which is already suggested) and a message appears 'Sorry about this. Something’s gone wrong, but we’re not sure what. Please try again in a few minutes". If I select another country (e.g. Italy) I am able to continue the process so it seems to be related to the country selection.

I’ve been trying since yesterday, I tried uninstall, restart the device, and reinstall, clear data and cache but same message. Not the best journey so far :confused:. Trying support here before I open with a different bank, thanks in advance for any help.

Details to reproduce: First time account set up on Android, select UK as a country.
OS: 2.0.3.0.VNREUXM*
Device: Xiaomi HyperOS
App Version: 6.18.0

2

Have you made an account or are you trying to make an account?

3

I am trying to set up a new account. I have received an email to login but can’t login first time using the app.

4

This may be the problem. What Language is the OS set to use? If it isn’t set to ‘English (United Kingdom)’ or similar, change it & retry.

If that doesn’t work, do you have access to a ‘regular’ device like an iPhone or Pixel/Samsung phone, to install the Monzo app & register on that?

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5

I’m having a similar issue after following these steps, however I can’t even get as far as the country select:

Download app
Click on link in email
App opens
“Sorry, try again later”

I’ve uninstalled, reinstalled etc and still the same.

Device Google Pixel 8 Pro.

6

Set already to ‘English (United Kingdom)'.

This might be a good workaround. I’ll try to borrow another phone to see if it works.

7

FYI I’ve tried going down the route of using another device - an iPhone X this time, running iOS version 16. I can get one step further and see the tabs for home and help using the iPhone, but nothing loads on these tabs at all.

What’s the minimum supported version for iOS?

8

iOS 15 or later according to the App Store.

9

Did you restart the device after uninstalling and before reinstalling? The restart is the most important step.

EDIT: I’m running the Monzo app (beta) on both a Google Pxl8Pro and a Pxl2XL without issue.

10

Yes, issue persists.

11

Are you using a VPN? If so, disable just to try & access the Monzo app.

Do you have any apps that produce ‘overlays’ on top of other apps? If so, Force Stop them & try accessing the Monzo app.

12

So no VPN, no.

Have tried on 2 different WiFi networks, 4G/5G, and on my work phone which is iOS, and tried following the sign up route using 3 different email addresses.

No apps overlaying on either device.

No luck with anything, just get the attached image:

1000079126
10000791261344×2992 105 KB

On iOS it’s slightly different, I don’t get the error message, just a step further but nothing loads.

Appreciate your help, but I’ve now given up and gone with Starling, since it’s been a full day of trying to sign up to Monzo.

13

I have exactly the same problem as c.devine has shown above.

Im on a OnePlus13 and get as far as clicking on the email and then get the “Sorry about this” screen.

No VPN enabled, settings set to UK etc

14

Exact same issue. Trying to signup with Oneplus 8 pro. No vpn and language set to UK

15

Apologies everyone! This is now fixed.

There was an issue with the new Android app version that we rolled out this week. We’ve now fixed it. If you were having problems signing up for a Monzo account on Android previously, please do try again. It should now be working.

Let us know if you’re still having any issues, or reach out to our support team.

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