I’ve been on the Monzo chat trying to get help on logging in on my new device and I’ve going around in circles with ppl not really reading what I’m writing. It’s really frustrating. Now that don’t even read what their colleagues wrote previously.
(The problem is that my camera is not working with the app to do the video verification on the new device. They told me to send a photo with a number on the chat on the new device… But I can’t get to the chat without doing the video verification? Am I going crazy? Yes I am)
I don’t blame you. If you’ve told them you can’t get into the app and their solution is asking you to do something that requires you to be logged in, I’d be raging.
Folks here may be able to help you more than chat. If you post the device make, model and OS version here a member of the community may be able to point you in the right direction to get the camera working.
It’s android yes. It’s a device without front camera but the camera still opens and I still record the video but it just does nothing after. Like Monzo opens the camera…so the app is recognizing the camera exists. It just doesn’t acknowledge that I record the video.
(Look I know it’s an odd device to have Monzo - boox palma 2 - but I really need this. My regular smartphone is just too much for my head and was really not helping with my mental health. The slight weirdness of the boox is helping and so far the only thing not working is Monzo)
Allow me to disagree. The reason it’s a fully functional Android OS is exactly to do what many other devices can’t. It has biometrics and everything. I can use PayPal and my other bank app (for credit card) with no problems. I use Google maps… Citymapper everything.
But if I can’t get past this, I’ll just close my account. No problem. I really like Monzo but not enough to make stick to a device I don’t want to use.
Yeah. Didn’t work what I was thinking. Thought it could be the battery saving settings. The Palma has very strong settings about it. So I switched them all off now in case it was affecting it. And still didn’t work.
The weirdest thing is I’m pretty sure at some point I managed to open the chat on the Palma. But since I was asked to send the picture I can’t seem to do it anymore lol
Hang on, going back a few steps. Are you getting this after you’ve clicked the magic link? Are you sure you’re logging back in using the right email address and not accidentally going through the new customer process?
This is overall tricky though. Even if you can workaround this now, it’s not uncommon for a selfie video to be required periodically for various actions in the app. It’s possible you’d get stuck again in the future.
If you can’t get the camera working, then yes I’d agree, best to use another bank.
Oh and by the way, that’s a cool device. I remember it coming up on MKBHD’s podcast recently, but I’ve never seen or heard of one out in the wild!
Hi. Thank you. Yes yes. I’m using the right link. Monzo must be thinking I’m crazy as I’ve been requesting such link a lot (every time I try to log in on one device I get disconnected from the other so to chat with them I need to go back to the pixel).
By yes…if Monzo tells me it won’t work I’ll have to find an alternative.
And yes, I’m really happy with the device. Great little thing. (I honestly believe that Boox might release a full phone version of it at some point)
That’s a good point. I had given all the permissions but I checked and nowhere it asks for storage permission (same on the pixel though🤔)
Let me uninstall and reinstall…lol
Honestly this again. It’s driving me nuts.
I really feel like Monzo is not reading my messages and just some weird wetting note attached to my chat that tells them: send this pre prepared message. Arghh
I can’t access the chat on the new device. And they claim I must send it on the new device.
As I already explained so many times with the support. I open the Monzo on the new device… They ask for video verification and block access to the app. No access to the app no chat.
I have the picture ready to go since yesterday
They do have a few refresh settings that optimise the device to play videos but the appeal to me is that is not really for that tbh. And you know it’s not a coloured screen so YouTube/insta/most games won’t ever work. It’s definitely not for everyone. It was an article on the verge that made realise it would work for me. And it’s almost there… Come on Monzo: come through
Nope. But in the meantime I finally received a message from the support chat and understood that I’m not chatting from the new device. They stated they’re on it. Progress I guess.
The pre-installed Play Store may be the issue - does it run a special ‘Play Services’ app or the stock Google Play Services app? I’ve no access to a Palma 2 to try it, but if it runs a special Play Services app (or none at all), there may be an issue with the Monzo app accessing the correct device operation for some peripherals.
For reference, the latest Google Play Services on a Pixel is Version 25.10.33 - can you check the version running on the Palma 2?
