Ok, can’t imagine this is a completely unheard of situation, but it was dealt with as if I was speaking a different language.
I bought a new phone so was in the process of moving my Monzo over, I uninstalled the app from my old phone and downloaded it to the new one, attempting to set it up I was asked for my pin, brainfade I couldn’t remember it, so I rang CS who suggested I request my pin via the app, yet the whole issue was I was unable to access the app. CS suggested I initiate a chat which I was able to, after locking my pin, I jumped through the hoops sending pictures of me with my ID etc, but yet again there was no help other than request my pin via the app.
Is it really that unusual a situation, surely there should be some simple mechanism to request a pin, even by post, for people who are unable to access the app. And CS should really be able to understand that if you can’t access the app you can’t get your pin.