I’ve just been forced to turn on biometric/PIN security for the app. I wanted to provide feedback that I hate this, and would much prefer it if this were an optional feature rather than enforced.
The app already had biometric security for authorising payments, viewing card details, etc. So, all this is really doing is protecting me from a bad actor who might see my banking transactions. Which, frankly, I don’t care about. I get that others may want this, but I don’t. The lack of friction has been one of the reasons I’ve preferred Monzo over my legacy bank.
The more annoying thing is that when I’m prompted to approve a payment, I now have to log in three times: once to unlock my phone, once to open the app, and again to approve the transaction.
Already tried that: if you toggle it off, it prompts you to use your PIN to log in.
2 Likes
BurnyCubbers77
(🔥 Watching things burn from the sidelines. Is this the end?)
4
This doesn’t work anymore. You HAVE to have PIN or Biometrics to access the app. I think this change is slowly rolling out as i’ve been forced for a while now, but my partner is still able to access without any friction.
I do agree with you though that the extra security is good, and brings the Monzo app more in line with other banking apps.
3 Likes
Anarchist
(Press ‘Help’ search ‘Contact us’ or email help@monzo.com or call 0800 802 1281)
5
Weirdly, I always thought I had it turned on, but it must have somehow got turned off (I’m pretty sure it wasn’t me).
Anyway, I also got the prompt, so it’s back on now.
I’m not against this being an available feature, and I’m not against it being turned on by default. But it wrangles me that I can’t turn it off.
WhatsApp has a biometric lock feature, which is a sensible security for some people. And I get that this will be a sensible security feature for people like my mum, but my phone is already locked down to the max, so if someone has access to my home screen to launch Monzo then I have bigger worries than them seeing how many times I’ve been shopping in Sainsbury’s.
It’s the UX of it though. I’d probably be fine if this superceded the biometric authorisation to approve the payment. But it’s another fingerprint: unlock phone, click notification, biometric unlock app, click approve, biometric unlock to approve payment. I’ve literally just unlocked the app so why ask again for my fingerprint??!
And yes, I appreciate that it’s only a couple of seconds. But there’s more than enough studies out there showing how even a 1 second delay costs shopping basket conversations.
I love the extra security. Means I’m more protected when using face recognition and home location and the QR code when making payments above my preferred transaction amount. Also it protects the bank too from people saying money was taken out without them knowing - with this feature it falls on the account holder for actually verifying it’s a transaction they wanted to make.
BurnyCubbers77
(🔥 Watching things burn from the sidelines. Is this the end?)
10
Every other banking app use forces biometric/PIN/password login everytime, so why should Monzo be any different? Why should Monzo be less secure?
Monzo is supposed to be a challenger bank - they are supposed to be leading the sector, not following the norm. Otherwise, why introduce any of the features they introduced? Why not just copy the other banks and not have real-time notifications? It would’ve been cheaper and easier.
And to repeat my earlier comment(s): I’m not against this feature existing. If you want to feel your banking is more secure by having this turned on, go for it. In my situation, it’s unnecessary security theatre, and I want a bank that works with me rather than adding pointless steps and barriers.
My complaint is not that this feature exists, it’s that I can’t turn it off. And/or that they have rolled this out without thinking about the wider User Experience.
It should be about choice: if you want it, fine. But I don’t want it, which should also be fine.
I have to agree, I just went through this and thought why is it making me do it again and again in the space of a few seconds! Is the risk that someone steals my phone in the few seconds after tapping the notification, authenticating to unlock my phone, authenticating again 1 second later to open Monzo and then authenticating again 1 second later to approve the payment?
It all seems a bit over the top unnecessary, pandering to the lowest common denominator of customers who feel like their bank isn’t secure unless it forces them to authenticate many times?
I’ve always had this turned on, but the childish animation now adds a delay to me seeing my account details. Not enough to really be a problem, but just enough to be irritating.
This forced app lock is an absolutely terrible idea and it’s making me seriously consider switching banks. I’ve been a customer of Monzo since you were a prepaid card app.
You should let people turn this function off - even if we need to accept some liability.
Not everyone uses Face ID or has a device that supports it, so while it may be seamless for you, the experience can be quite different for others.
For some people, features like biometric unlocking aren’t available or accessible: whether due to device limitations, personal choice, or even disability. In those cases, being forced to enter a PIN every time could add friction or even introduce new security risks, like someone observing their PIN.
It’s great that it works well for you, but it’s worth recognising that others may have a different experience and set of needs. A bit of flexibility in how security is applied can go a long way in supporting a broader range of users.
