Not true.
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Yes, you can receive payments in euros directly into a monzo account via SEPA.
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Yes.
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Not for me - the first result is to a post here on the community.
This is more up to date on our website. Same info as in app help.
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This is my first result (that isnāt from the forum)- https://monzo.com/blog/2018/07/24/receiving-international-payments
ā¦
There are a few reasons why you canāt reliably receive international payments into your Monzo account.
We arenāt connected with SEPA and SWIFT
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Not sure who looks like the blogs, but it might be worth to put a note saying its been updated with a link to the new versionā¦ or update that version
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As a follow up to my post a few weeks back, I had another large payment to make today and another terrible experience with Monzo support. I made my request to raise limits, I had a query regarding the payment evidence via a chat message, I replied immediately, no response at all then a notification that my large payment was refused.
Proceed 45+ minutes of me pinging messages on what they call āchatā (anything but) and zero response.
Iām sorry but this is simply not the level of service I expect from my bank when trying to access my money.
I am switching my primary account to First Direct, their support has always been fantastic - responding to chat and even phone calls almost immediately pretty much every time I have contacted them 24x7 - and it seems their app has been playing some catch up recently too, not quite at Monzo levels of functionality, but not far off.
As a Monzo investor Iām very disappointed.
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I know thereās an issue with speed of handing limit raise requests, but didnāt realise Monzo sometimes refuse these requests.
Did they explain why they refused the request?
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Not to dismiss the negative experience above but my own recent experience getting my limits raised was a breeze.
I bought a car last week. Asked for a limit increase to be applied on the same day as the request, less than an hour later I got it approved and my limit was increased until the end of the following day.
In the end the purchase didnāt happen but a few days later I went through the same process, got approved again within an hour, and had until the end of the following day to make the purchase. Which I did.
All in all pretty smooth.
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Impossible.
According to this community nobody buys a car on the same day.
Thatās what everyone told me when I started this thread.
I wonder if itās something with your account as thatās the second time youāve had the same problem and many others are getting it raised with no issue?
Thanks, just to replay I got this right. Main issue the 24 hour turnaround? What would be a timeline that you find acceptable? Assume within the hour and if for some exception it takes longer for someone to reach out/message/call? Would love to hear folks thoughts
Fernando
Monzo CPO
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Within the hour.
Ideally it would just not need approval. Itās my money, let me do with it as I will.
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Praise where itās due: I recently had a good experience with raising my limits:
That said, if Iām reading @alexmoore right, it all went horribly wrong for him when he either tried to raise the limits through chat, or was passed to chat to answer a question.
Iām sorry to put it in such terms, but every time I have to speak to someone on Monzo chat my soul dies a bit. Iām sure everyone at Monzo is well intentioned but as a system itās fundamentally broken: late replies, messages not read properly, passed from person to person, messages ignored, self referrals to complaints which are then ignored, and issues left unresolved. Itās horrible to the point where Iām considering leaving Monzo because of it.
For me, Iād expect near instant. If I go to a high street bank branch Iād expect to be able to make the transaction there and then. If I call a contract centre, I expect the same. So Monzo really needs to make sure its service is on a par with what we call legacy.
If immediate is not possible then managing expectations as much as possible. Set realistic timelines and stick to them. But within the hour, please. An elegant way to deal with exceptions or ask questions seems to be whatās needed here.
What Iād really want is something like a dynamic flow that just changes the transaction screen if itās a higher value transaction. And to perhaps take into account whether itās a payment to myself, if Iāve paid it before or if the account is connected via open banking. They should (I think) derisk it. I donāt mind additional questions, but Iām looking for a customer friendly, immediate, solution wherever possible. And one that avoids chat at all costs.
PS itās great to see you popping up on here and proactively looking at things. Big fan of that. 
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Hereās the thing, and I genuinely think itās one of the only things that Monzo hasnāt quite got right, as yet.
I appreciate thereās a flow and this is good. But, for me personally if I want to transfer this money I either want.
It to work fine without issue
If thereās an issue, the ability to speak to someone right there and then.
Phone would be preferable but as an optional choice, the ability to have actual live chat where youāre connected to an agent and they deal with the issue there and then.
Hereās the other thing. If youāre connected to an agent and they donāt quite get it right, or need clarification, you can sort out any differences there and then.
With Monzo you have to hope the agent gets the intent first time. Because if they donāt theyāll either come back with a meant well but wrong response, the perfect response or just pass it onto a āspecialistā.
Iām aware im straying away slightly from this thread so let me bring it back here.
What would help in terms of large payments. Ideal would be self serve and instant, if thatās not possible instant support.
Generally:
- better agent empowerment as it feels like 90pc of support needs only āspecialistsā can deal with.
- Single thread ownership, ideally on demand but if not as little handoff as possible
- Phone support. Sometimes itās just not ideal or even appropriate to have āchatā
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My main issue this time was that Monzo contacted me regarding the request on chat and I responded immediately, but I had no actual interaction/response despite me pinging multiple times - instead they then rejected the request and replied 8+ hours later, hardly āchatā and the telephone service is worse - as mentioned on the previous episode, you wait 20 minutes on hold only to be told you need to use chat - where nobody is responding. Overall support response (especially compared to someone like First Direct where they are super responsive) is abysmal and when itās my money I want to talk about, Iām sorry but I expect a timely response except in very exceptional circumstances, with Monzo poor service is now the norm from recent experiences.
I do have an issue with the requirement to provide evidence of what the payment is for - a) non of Monzoās concern itās my money, although I did state on the request what it was for, not sure what evidence really ensures b) in the end I simply split the payment in two anyway and transferred it under the limits, making the whole thing moot and c) I didnāt have to speak to anyone, provide a video of myself, provide invoices or other evidence at all at First Direct, their app walked me through a serious of checks to make sure the payee was who they are saying they are and warning me of risks of scams etc (multiple times - but that was ok) to ensure Iām certain that I want to proceed, the whole thing took just a minute and it was done.
The main thing is the service, the procedural elements the requirement for evidence etc are annoyances, but if I canāt talk to anyone about it in a timely manner especially when they initiate the contact, then that is the main issue.
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Transferring money using Faster Payments is one of the most critical features of a bank and this feature needs to be smooth and easy. The other banks are catching up to Monzo in term of UI and app functionality so Monzo needs to make sure it is executing critical functioning like this better than any other bank.
My suggestion for a product enhancement is having an approved list of third parties / specified bank accounts which Monzo users can make large payments to that way the user only needs to approve the third party once and can then make as many Ā£10k + transfers as they like without all the tedious KYC / AML questions everytime.
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I canāt be the only person who refuses to read a wall of text that size without a line break.
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He said:
Iām a long time user of Monzo (user 782) and I think the product is great and has saved me a lot of time and made my life significantly easier.
However, if Monzo doesnāt fix the larger payment functionality I will be forced to move to another bank. At the end of the day transferring money using Faster Payments is one of the most critical features of a bank and this feature needs to be smooth and easy.
The other banks are catching up to Monzo in term of UI and app functionality so Monzo needs to make sure it is executing critical functioning like this better than any other bank. My main issues with the way Monzo handles this is there doesnāt seem to be any customer service history and the fact itās all asynchronous via chat and can be very slow.
The other banks will will at least call you if the fraud team want to validate a transaction and that call happens immediately. I have been asked for the source of my funds multiple times even though itās the same money I have moving around from different savings and investment accounts - itās just lazy and sloppy.
Monzo can easily see the transfers I am making between accounts so why ask for the source of funds everytime I transfer money and request a limit increase? They also need to think about increasing the payment limit in my opinion - even Ā£20k makes a significant number of these payment under the threshold and super easy.
My suggestion for a product enhancement is having an approved list of third parties / specified bank accounts which Monzo users can make large payments to that way the user only needs to approve the third party once and can then make as many Ā£10k + transfers as they like without all the tedious KYC / AML questions everytime. I joined Monzo in 2016 I was younger with a lot less money and much simpler banking requirements - Iām 38 now and trying to redeem my mortgage with Santander via a final payment in the hundreds of thousands via Monzo and it has been very painful.
Perhaps I have outgrown Monzo perhaps they donāt want customers like me anymore. Either way hoping this is a useful bit of feedback for the product and customer support team.
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