When trying to do identity verification to unblock my pin I’m presented with just the blue background where the camera is meant to have loaded. Im using a Sony Xperia Z5 Compact updated to the latest version of the app
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Can you try reinstalling the app?
Hi Fraser & welcome 
Can you run through the steps detailed in the post below and let us know how you get on?;
Check Monzo has camera permissions in your phone’s settings app.
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My girlfriend had this problem too, also with an Xperia phone but a different model.
None of the above worked, the app had the camera permissions. Tried uninstalling and reinstalling but that hasn’t worked.
Contact monzo using the in app chat ,
And they can report this bug to the relevant team.
I would suggest logging in on a new phone to do the identity verification and then you can log back in to your current phone, that would be the quickest option as debugging and rolling out a fix can take a few days.
Yeah I can’t do that either annoyingly. When I click to do that it shows the chat for less than a second before bringing the previous menu to the front. This is the one problem with having everything run through an app…
Will see if I can borrow someone else’s phone for a bit
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Has any got this resolved? I had no issue on my Xperia XZ1 but it got smashed up in an assault and I now have an Xperia 10 V. It’s fully up to date. All permissions granted. Have followed all the uninstall reinstall instructions but I still have a camera error in the app. I need to access my money today so I’m panicking
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Yes the camera is fine. Works in every other app I’ve tried except for Monzo. Getting a bit panicked as used the online chat at 9am and I still have no answer. Emailed them too with nothing - I need money!!! 
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I might be able to get the app on my notebook, but I do need it to work on my phone. I don’t use my account as a current account unless I’m abroad - I keep my monthly allowance in there to transfer to my other bank for standard bills. There’s never more than a tenner in the current account unless I’m going away
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Hey There!
So sorry to hear about whats going on, if youve enabled all your permissions already and youre still having issues please give us a call so we can escalate this to the right team to identify how we can further help!
They will be the best suited for this as they may be able to identify id theres something on the app blocking you that isnt visually obvious
Tom, I tried ringing but theres no option for this and it just kept hanging up on me. Opened a chat at 9.15 this morning and not had a reply. Emailed later this morning and not had a response to that either
How have you got chat if you can’t log in?
A very kind tag, but defo not working for Monzo, however much I would like that 
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Hey @NiciP
If your option isn’t listen just pick something relating to your personal account and it should put you through to someone. Unfortunately there isn’t a lot we can do from this forum sadly 
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I can log in but I can’t access any money until my id is verified.
Not had a chance to ring again due to work - every time I tried a customer came in! Will try tomorrow as I see its 24/7. But did finally have a response to my chat in the early hours this morning - all they suggested was I try a different way, but it still takes me to having to do a selfie video, so of course that didn’t work! Have now had to do verifications on 2 other apps and had no problems at all with the camera opening and working. So we know its no my phone
I think it does let you use the chat. My mate was a Monzo customer, wanted to move back but got the infamous number is already registered error which CS usually fix apparently (from what others have said), the option for contacting support via was there.
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I got the problem again!
Monzo said they’d sorted it last year and for ages I managed to fully control my account. But at the weeken I had to make a larger payment and was asked to confirm my identity and the camera again wouldn’t start. I ended up finding an old phone, uploading Monzo to sort the payment, and now I’m back on my regular phone I don’t have full access to my account. Monzo have escalated it through the Chat, but I’ve not heard anything now for over 24 hours and need to move some cash around. Last year Monzo said it was fixed, but didn’t say if it was an issue their end or or my mobile’s software. Has anyone else had this issue with an Xperia phone?