Card still shown as frozen even though new card is activated and used

Help
1

[iOS 9.3.5 - iPhone 5s] My account is still shown as frozen even though I have activated the new card.

Steps were:
0) :beers::beers::beers: -> Lost card -> :cry:

  1. Froze card
  2. Ordered new card
    ā€¦3 days laterā€¦
  3. Clicked the ā€œMy replacement card arrivedā€
  4. Entered new nine digit number
  5. Received the tick animation saying my ā€œReplacement card readyā€
  6. Animated back to the card page which still says ā€œDefrost your cardā€
  7. Received the text with my new pin number

Iā€™ve hard restarted the app, phone and been through steps 3-6 multiple times. I only ever got the text with the pin number the first time, but the app still thinks my card is frozen both on the ā€œCardā€ screen and also under my balance on the ā€œHomeā€ screen, and also in the Notifications Widget.
Iā€™ve even made purchases using my new card so itā€™s clearly not frozen that card as well. No mater what I do, I cannot remove the ā€œcard frozenā€ labels now.

Itā€™s almost like the app is stuck in the frozen state and the card activation stage does not refresh the apps state.

2

Please can you either contact the in app support or send an email to help@monzo.com and theyā€™ll look into it.

3

Hi Josh,

Have done, thanks.

4

Iā€™m sure theyā€™ll be able to help you out.
Let us know how you get on :wink: