I’ve been using the app since January, and use my card as much as possible to explore as much of the app’s functionality as I can. Until recently, it was a joy to use. The notifications are very useful, particularly when buying online or other situations such as paying for a round in crowded pub when you often don’t get to see your receipt.
Touch ID added a layer of security that I felt comfortable with. It took marginally longer to open the app, but it seemed like a good trade-off. However, I’m now asked to authenticate by email almost every time I open the app. Last night I was asked to authenticate via email, so decided not to bother until this morning. When I tried this morning, I was asked again to authenticate by email, and again less than 15 mins later after switching to another app.
This has turned a great app into one that’s a struggle to use, and as a result I log in much less often than before because it’s a hassle, takes longer, and when my Yahoo email account is working slowly, sometimes stops me altogether from logging in.
Is there a balance that could be struck that would be kinder to the customer? Logging into the apps of most of the legacy banks is now relatively friction-free, and I feel this is an area in which Monzo should be leading rather than trailing. Do other customers report similar frustration, or is the app on my device perhaps playing up and this is unexpected behaviour? Either way, let me know if I can help you to identify an issue.
Probably worth mentioning too: I had chosen to log in with Touch ID, but that setting seems to periodically reset itself when the app is updated - which makes the app feel inherently less secure.