I have been a happy Monzo chap for a while. I even dragged the Mrs in and we set up a joint account for our household bills & yes there is a BUT rapidly approaching. A couple of days ago my wife was locked out of her account. She tried the methods recommended by Monzo to get things restarted - nothing. She emailed, still nothing, I emailed, nothing. She deleted the app & started again and guess what - a big fat nothing. Customer service seems to have gone to pot.
If we have no joy by next Monday it will be goodbye to Monzo - such a shame.
Be interested to know what the OP means by locked out as others have suggested.
Reason being there are instances where Monzo (Or any bank for that matter) is not allowed to disclose information on accounts that have been temporarily frozen.
Locked out of the App. So, as it is App based banking it does kind of make things interesting. She was unable to unfreeze her own card do her own thing. Arrived at supermarket to do the weekly shop and couldnāt unfreeze the joint accountā¦
To be fair it isnāt just Monzo, I have Tymit credit card and that has let me down really badly over the weekend and that is going the distance as well
If youāre locked out of the app, how did your card get frozen? How are you even locked out of the app? Why canāt you just log back in - what error or issue are you having?
The vague detail is possibly why Monzo are struggling to help in a timely manner too. Try to explain the process step-by-step, post any screenshots that you think are relevant and any error messages you receive etc.
This should help pinpoint the issue and get you back on track
Perhaps I didnāt explain myself very well. Iāll try again. The ability to freeze your card(s) is a great security feature which the traditional banks have finally caught up on. In fact it came in useful about 8 months ago when my wife lost one of her cards and someone picked it up and tried to use it, it was frozen, she got the notification and realised she had lost her card - great, but I digress.
The situation is as follows. All the debit/credit cards that we own has the freeze facility. They are always kept in that state until we need to use them. So back to the start of this issue. My wife arrives at the supermarket and pulls out her phone and attempts to log into the Monzo app. She is locked out and therefore cannot unfreeze the card and therefore cannot do the weekly shop. She tries to log back in using her email - no joy. So she has to use another card, OK fine, not a big issue.
The problem she now has it has been 5 days since the start of this and she is still no nearer to getting back on the app. We are fortunate enough not to have to worry about the money that is in her account (no small amount) but just suppose we were in that situation with no real assistance from the bank support team. Would that not just annoy you a tad?
Makes sense. The only time I did that I forgot, tried to pay, failed and got annoyed. I only realised the following day!
I hope you find a resolution (either with Monzo or elsewhere now). I donāt think thereās a lot else to be said here but Iām sure people will continue to offer their theories on whatās going on anyway!
so is she not receiving the email magic link so cannot log back in to her app ?
at the end of the day we are just trying to help solve the problem , can fully understand if you arenāt happy with customer services this will not change your decision to bank elsewhere.
Did she try the link I sent? You can freeze and unfreeze the card there, and itās a good way to see if the account is still active/if there are problems with the email address.
If it is indeed an issue receiving the email, then probably worth going through your spam filter. But Iām still not clear on where the issue actually lies
Sorry but youāve not answered the question everyone here is asking in an attempt to help you. What do you mean locked out?
Is she not receiving the email with the magic link
Is the email link not working
Is she getting some kind of error message
None of the above
Something else (can you provide a screenshot with any personal stuff blocked out)
I donāt want to sound like I am having a go but saying you are locked out is like telling tech support that your computer has crashed. It doesnāt provide enough information to try and diagnose the issue
Or you tell technical support that youāre locked out and canāt log on to your computer, so they spend ages trying to walk you through resetting your password and get very confused as to why its not working, eventually at some point figuring out that youāre ālocked outā because the unit has at some point become unplugged from the mains. PICNIC.
(Not that Iām suggesting something of this level is the case here; just intending to illustrate why clarity can be needed before tackling the problem by working from assumptions.)
I donāt think the OP is asking for help to diagnose the issue, and if he was Iām sure he wasnāt expecting the telling off heās got.
Heās expressing his frustration that 5 days after being locked out of the app, for whatever reason it may be, he STILL canāt reach a customer service representative after 5 days - which is absolutely appealing - who can then diagnose whatever is causing the issue, hopefully without berating him as well. Which is absolutely shocking.
Monzo should be ashamed of the amount of customer service threads that are opened here every day. This is pretty basic stuff any organisation should be able to do.
