Has anyone been logged out of Monzo?

Help
42

I have the issue whether I am on Wi-fi or not, and app is locked with Touch ID

43

Not using TouchID and not been logged out.

44

Thanks all. A few more questions:

  • Have you all upgraded to a current account, or are some of you still using prepaid?
  • Which screen do you see when you are ā€˜logged outā€™? Screenshots would really help.
  • When you see that you have been ā€˜logged outā€™ does your feed eventually show if you do nothing and leave the app for a little more time?

We previously had an issue when the app would take a long time to realise that you are already signed in, and would start showing the sign in screen whilst it was thinking. Eventually, once the app caught up, you would see your feed.

It would be good to understand if this is what you are experiencing currently.

Thanks again!

45

Upgraded
The one where itā€™s like the Monzo splash screen with the women walking and using Monzo.
No - never. Can leave it for 2-3 minutes and no change.

1 Like
46

I have had the Preview Current Account for a while.
The issue only began when I received the banner in the Prepaid app and merged. (Although I have not been logged out for a couple of days now)

I have Touch ID enabled.

I see the screen with the woman, the apps initial sign up/login screen. I have also seen this screen once before whilst the app was asking for Touch ID. When I authenticated with Touch ID, the login/signup screen disappeared and my normal feed appeared again.

Other times, Touch ID has not presented itself and I have had to go through the sign in flow. I cannot recall the length of time waiting with the screen open before clicking Sign In, although I imagine itā€™s usually at minimum 2-3 seconds.

47

It asks me for Touch ID then goes to the screen with the woman walking asking to sign up or sign in.
If I force quit the app and restart it it logs me in fine. Iā€™m on iPhone 5s, merged accounts on Monday :+1:

48

Does it still do it if you disable the touch ID on opening?

49

Can confirm disabling touch ID resolves the issue.

1 Like
50

Hmmm, good question. I canā€™t replicate the problem at all now although it happened several times during the day. Iā€™ll try to do some experimentingā€¦

51
  • Yes - upgraded.
  • It goes back to the 'Sign Up/Log In screen
  • No, you have to force close the app, reopen and it will login as usual.

Removing Touch/Face ID resolves the issue.

52

Can I confirm that this is the case for everyone else that is experiencing issues?

You have the app protected behind TouchID, but there are some times when you open the app, and youā€™re not asked for TouchID, and are signed out?

1 Like
53

No sorry, sometimes I am asked for Touch ID, give it and then Iā€™m signed out.

2 Likes
54

Thanks, this really is a mysterious one. Weā€™re going to add some tracking to the next app update to try and get more data, as weā€™re unable to reproduce the issue here.

55

As an update, I enabled touchID yesterday as promised and have been in and out all day so far today with no issues at all.

iPhone 6 so a slower processor which means if weā€™re looking at a race condition I guess I may not see it.

56

iPhone 6 here as well.

57

Ah well, scratch my processor speed/timing idea then :slight_smile:

58

Really confusing. I was logged out. The app prompted me to log back in (presumably because of current account upgrade). It then prompted me for my email, sent me a confirmation email that I needed to click on and then had a bit of a fit by flickering between my normal dashboard and the red screen below. I shut the app down, next time I tried to login I got prompted for Touch ID.

Image uploaded from iOS

Now Iā€™m in a no-mans land where itā€™s pretty much treating me like Iā€™ve just signed up for the card for the first time (see below). Have tried applying the fixes suggested above (deleting and reinstalling app), even tried rebooting the phone after deleting the app and reinstalling to no avail.

Image uploaded from iOS (1)

Any ideas?

59

Hey Seb!

I think I would forward everything youā€™ve just said (including images) to help@monzo.com

Monzo Support should be able to help you out + that looks like an issue Monzo might want to take a look at.

Hope you get that sorted!

60
  1. Iā€™ve upgraded
  2. I see the video of a person using Monzo
  3. If I open, force close and open the app again, everything is working again
61

Same as aboveā€¦

Always happens when I havenā€™t opened the app for a few hours, never when Iā€™ve recently opened it.

iPhone 6 plus
iOS 11.1.1
Blue App Store app, not TF
Touch ID login enabled