Cannot Top Up - Declined Message

Monzo Ireland
21

After 24h, can top up again, just dunno why this happened, not a good experience. Maybe too many times top up in one day? But not exceed 200 euros, around 10-20 euros each time.

22

It sounds like a bug Monzo seem to be having that’s hitting Irish accounts, maybe I would suspect on Irish customers first or Xth top up and they’re just manually clearing them on a case by case basis for now as they’re reported to them like yourself and @DavidGallagher have rather than quashing the bug (maybe because they can’t find it).

Maybe

@Cian would be best to confirm

1 Like
23

Definitely worth to have a look at this internal error, thanks for bringing it out

@Cian

1 Like
24

Hi Jonah, did you get sorted? If not, what is the latest update on your end? I’ll try get you an answer!

25

Hi Cian,

It happened on last Saturday afternoon. I couldn’t top up, tried multiply times with apple pay and card way, the error msg is something like “my card doesn’t have enough money or change another card”. I’m pretty sure I have enough money and can top up Revolut with that card, everything is fine with my card. Then I waited to Sunday to top up again, still didn’t work, so I contacted support on APP. They just asked me to wait more than 24 hours. Yesterday, it works again.

Just checked, I usually top up with 10 or 20 euros for each time, but didn’t reach 5000 euros limits for one month. Also I didn’t top up more than 300 euros on Saturday. Maybe too many times top up? But it’s unreasonable.

Also, David met the same problem. @DavidGallagher @Cian

I just want to abandon Revolut and transfer to Monzo, so plz check this internal problem, it’s really annoyed if this basic problem happened in my daily life.

Many thanks,

Jonah

1 Like
28

Hi Cian @Cian

The issue happened again and I found a pattern: Cannot top up on Sunday, just Sunday!!!

Can you have a look at it with this bug?

Thanks, Jonah

29

Apologies! I don’t know how we missed the above message. I will get this to our product team immediately and get back to you asap. Thanks!

1 Like
30

Hi Jonah, thanks for your patience.

Just to reassure you, there aren’t any restrictions on topping up on Sundays, you can add money to your account at any time, including weekends.

You can top up your Monzo account in a few ways:

  • Apple Pay, Google Pay or a debit card and these are instant. Just go to your Home screen, tap Add money, choose your payment method and approve it on your device. The money will show in your feed straight away.

  • Bank transfer — tap Add money, select Regular bank transfer, and use the account name and IBAN shown to send money from another bank. These usually arrive the same or next banking day, depending on the sending bank and time sent.

From time to time, we need to carry out additional checks as part of our responsibilities as a regulated bank. Everything should now be back to normal, and you can use your Monzo card and account as usual.

Appreciate your patience though while we looked into this. If there’s anything else we can help with, just let us know!