# Farcical in-app support **URL:** \ **Category:** Feedback & Ideas\ **Created:** [27 October 2021 08:02 UTC](https://community.monzo.com/t/farcical-in-app-support/124802 "2021-10-27T08:02:59Z")\ **Posts on this page:** 15\ **Page:** 3
**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:** [27 October 2021 09:11 UTC](https://community.monzo.com/t/farcical-in-app-support/124802/47 "2021-10-27T09:11:49Z")
You’re still being a little too vague for us to be able to really say anything. > I’m trying to pay ASDA £187 via card on their website and I am getting XXXX error would be helpful. There’s still a million things it could be without detail like the above. It could be gambling and you have the gambling block turned on or anything. ---
**Author:** ![phildawson](https://avatars.discourse-cdn.com/v4/letter/p/bbe5ce/32.png) [@phildawson](https://community.monzo.com/u/phildawson)\ **Post date:** [27 October 2021 09:12 UTC](https://community.monzo.com/t/farcical-in-app-support/124802/48 "2021-10-27T09:12:54Z")
This is one of those times I’d agree that shutting the thread makes sense. Someone makes a post saying that the wait times are farcical. Instead of getting the backing by other customers to rally up against the bank they got people saying well they said up to 24hrs that’s how long to wait. Nobody will ever know the full reason as to why, if that’s because of the transaction and/or lack of staff to deal with that specific issue. Im not sure where the thread can go from here that’s a positive outcome… ---
**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:** [27 October 2021 09:15 UTC](https://community.monzo.com/t/farcical-in-app-support/124802/50 "2021-10-27T09:15:29Z")
It could be the website they’re using too. A recent update could have messed up their BIN table (or whatever it’s called) and therefore they are blocking Monzo. ---
**Author:** ![PatMan](https://avatars.discourse-cdn.com/v4/letter/p/cab0a1/32.png) [@PatMan](https://community.monzo.com/u/PatMan)\ **Post date:** [27 October 2021 09:17 UTC](https://community.monzo.com/t/farcical-in-app-support/124802/51 "2021-10-27T09:17:12Z")
As I explained earlier: > [@PatMan](#): > > It’s a simple shopping payment to a well known online retailer that I’ve used for years - a small payment but an urgent one & here: > [@PatMan](#): > > Merchant & not large. Less than £250 in fact. Even more info - 3DS authenticated via the app but payment failed 4 times before I contacted “support” who couldn’t see anything. ---
**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:** [27 October 2021 09:17 UTC](https://community.monzo.com/t/farcical-in-app-support/124802/52 "2021-10-27T09:17:38Z")
Were you this vague and awkward with support? ---
**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:** [27 October 2021 09:19 UTC](https://community.monzo.com/t/farcical-in-app-support/124802/54 "2021-10-27T09:19:19Z")
I’ll take that as a yes. 😆 ---
**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:** [27 October 2021 09:20 UTC](https://community.monzo.com/t/farcical-in-app-support/124802/55 "2021-10-27T09:20:08Z")
That’s still not really helpful. This is likely why they’ve asked for 24 hours to check absolutely every possible thing it could be. For speedy resolutions it’s best that you provide as much detail as possible so that they can pinpoint and even replicate the issue at their end. ---
**Author:** ![PatMan](https://avatars.discourse-cdn.com/v4/letter/p/cab0a1/32.png) [@PatMan](https://community.monzo.com/u/PatMan)\ **Post date:** [27 October 2021 09:22 UTC](https://community.monzo.com/t/farcical-in-app-support/124802/58 "2021-10-27T09:22:54Z")
> [@N26throwaway](#): > > Did the other card you use require MasterCard 3DS as well? Yes. ---
**Author:** ![breville\_monkey](https://dub1.discourse-cdn.com/monzo/user_avatar/community.monzo.com/breville_monkey/32/70932_2.png) [@breville\_monkey](https://community.monzo.com/u/breville_monkey)\ **Post date:** [27 October 2021 09:26 UTC](https://community.monzo.com/t/farcical-in-app-support/124802/59 "2021-10-27T09:26:24Z")
I just posted agreeing that Monzo could have been faster and more informative. I take it back, I think it more likely your written communication style is the cause of the problem. I can see why you might prefer phone support, hopefully you approach things differently on the phone. ---
**Author:** ![PatMan](https://avatars.discourse-cdn.com/v4/letter/p/cab0a1/32.png) [@PatMan](https://community.monzo.com/u/PatMan)\ **Post date:** [27 October 2021 09:29 UTC](https://community.monzo.com/t/farcical-in-app-support/124802/60 "2021-10-27T09:29:08Z")
> [@breville\_monkey](#): > > I take it back, Thanks. ---
**Author:** ![PatMan](https://avatars.discourse-cdn.com/v4/letter/p/cab0a1/32.png) [@PatMan](https://community.monzo.com/u/PatMan)\ **Post date:** [27 October 2021 09:33 UTC](https://community.monzo.com/t/farcical-in-app-support/124802/61 "2021-10-27T09:33:35Z")
> [@N26throwaway](#): > > Might have to wait for Monzo to get back to you to know what’s gone on here I think. Please report back when they do! If/when they do, I’ll report back - but I’ll not be using my Monzo account much anymore after this experience. ---
**Author:** ![Anarchist](https://dub1.discourse-cdn.com/monzo/user_avatar/community.monzo.com/anarchist/32/27895_2.png) [@Anarchist](https://community.monzo.com/u/Anarchist)\ **Post date:** [27 October 2021 09:52 UTC](https://community.monzo.com/t/farcical-in-app-support/124802/62 "2021-10-27T09:52:04Z")
> [@PatMan](#): > > but I’ll not be using my Monzo account much anymore after this experience. That’s understandable. I stopped using Monzo for just short of a year after my payment issue. I came back to using it as a spending card for various reasons, but what is important is that you find a banking setup which suits your needs best. ---
**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:** [27 October 2021 09:59 UTC](https://community.monzo.com/t/farcical-in-app-support/124802/63 "2021-10-27T09:59:30Z")
Some poor innocent support person probably got the brunt of this rant and as a result stuck it to the bottom of the pile while the OP cools off. Just got to remember that despite how frustrating this (or any) problem may be it’s never their fault so it’s wrong to take it out on them - just like those who are trying to help in this topic. Polite, calm and considerate comments will see you get far better support and more empathy. ---
**Author:** ![AlanDoe](https://dub1.discourse-cdn.com/monzo/user_avatar/community.monzo.com/alandoe/32/45031_2.png) [@AlanDoe](https://community.monzo.com/u/AlanDoe)\ **Post date:** [27 October 2021 10:01 UTC](https://community.monzo.com/t/farcical-in-app-support/124802/64 "2021-10-27T10:01:19Z")
Hi @PatMan - I’m sorry to hear that you’ve had difficulty trying to make a transaction with your Monzo account. As many of the users have tried to advise on the Topic already, the more detail provided can often help pinpoint the cause of a problem (for instance - if it was a known issue by another user etc). In this instance, the Community have tried to converse in a positive manner to try and help as well as explaining that you have the ability to raise a complaint directly with Monzo. More can be found [here](https://monzo.com/help/legal-stuff/make-complaint-web) on that. Regarding the timescale that you’ve been given, this indicates the longest time it should take to receive a response from our specialist team to identify and we’d hope resolve your issue. I’m glad you’ve been able to make your purchase through an alternative bank and therefore not missing out on the item you were looking to purchase. Regarding this Topic, I’ll be closing it for now and if you wish to update the Community on the progress of your issue feel free to DM and I can look into opening again for that update. ---
**Author:** ![AlanDoe](https://dub1.discourse-cdn.com/monzo/user_avatar/community.monzo.com/alandoe/32/45031_2.png) [@AlanDoe](https://community.monzo.com/u/AlanDoe)\ **Post date:** [27 October 2021 10:01 UTC](https://community.monzo.com/t/farcical-in-app-support/124802/65 "2021-10-27T10:01:26Z")
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