Guide to Access Monzo Chat Support

Help
1

I have seen posts lamenting the removal of chat support. If you came to Monzo community you’re obviously an engaged user, so here is your prize.

  1. From the launch menu select Help?
  2. Search: “Contacting Support”
  3. Under “Chat with us”, select “Tap here to get started”
  4. Navigate the menu
    Updating or changing my account details > I need to chat to someone
  5. Type any text and click Next
  6. At the bottom of the page select Launch chat

I get that suppression of the chat button is annoying, but a good app should be so intuitive that it doesn’t need support. Making access to chat support slightly more difficult allows Monzo to test their support FAQ and ensure they are as robust as possible.

Cheers,
L

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1 Like
2

For some, this doesn’t exist.

1 Like
3

Nobody that can’t find support will find this.

And just use this link instead

4 Likes
4

With all due respect, this is :ox: :poop:. There’s no need to try and justify Monzo’s cost cutting.

Also tapping this on the device with Monzo installed is much quicker than following the guide:

1 Like
5

This is still my favourite thread I’ve ever made (and I’ll never top it):

It’s satirical, but does serve as a guide to all potential methods of receiving customer support from Monzo. I just use my iOS shortcut when I need it. There’s no better or faster or cooler way than Hey Siri.

2 Likes
6

I’d guess that a large number of the people looking for support aren’t looking for help with the app, but for help with the bank.

6 Likes
7

That’s just reductive, I’m sorry but it is.

There is no excuse, ever, for intentionally making it difficult to get help from your bank.

Monzo aren’t hiding it as some kind of test, they are hiding it because they know full well that their business model doesn’t allow for providing quick and easy access to customer services.

If they were to do it the right way, they would never be profitable, so they have chosen to embrace the wrong way of doing it. Simple as.

Just my view.

3 Likes
8

I am gonna have to say that Starling Bank manages to offer decent, 24/7 support, and still make £300m* in profit, which will only continue to grow as the years go by.

I think that Monzo has simply grown too big too quickly. I do hope that as Monzo’s profits continue to grow they look at improving customer support, and maybe bringing CS back to :uk:? Cuz Starling manages to do it :person_shrugging:

*albeit by letting dodgy customers join and do all that fun stuff :slight_smile:

9

They’ve deliberately chosen not to scale the team and have intentionally made the support button less prominent. It’s nothing to do with how fast they’ve grown

3 Likes
10

They are very different businesses, Starling are also much, much smaller. You really can’t compare them.

Hopefully Monzo will improve as their finances do, but let’s not pretend in the meantime.

1 Like