Hi, I’m very excited that Apple Pay has finally been launched.
A quick question: if for any reason a customer needed to freeze their card, would they still be able to continue making Apple Pay payments? It would be very handy to know that if a card is misplaced, it’s still possible to use Apple Pay as a backup.
I’ve already shared my opinion there that if someone can use Apple Pay on your phone they’ll almost certainly be able to access Monzo on your phone and unfreeze your card, which makes this feel a bit redundant in my opinion.
Daniel also added:
Unfortunately this doesn’t appear to be the case in Monzo currently, having just replaced a card after seeing a strange failed transaction. I was one of the few who snuck in on Tuesday though, so this might be a side effect of that (although my MacBook and iPad which I only added today also required the Apple Pay to be reprovisioned).
Edit: The official page suggests this shouldn’t be the case, so this is possibly an early adopter issue (apparently I got blocked because of too many attempts - possibly due to a dodgy connection to my watch)
Thank you all for commenting and for sharing those details.
It feels to me like:
losing your card and your phone at the same time is a specific use case.
losing your card and still needing your virtual (Apple Pay) card to pay for transport To get home feels to me like a much more likely use case, so it would be great in future to have a solution that caters for it
Not a great experience in that case; lots of the legacy banks also do it this way.
The end aim is to replace physical with virtual cards, therefore this limits customers experience and traction with virtual cards.
Scenario 1 (A prominently physical Card user) -
If their physical card is lost or stolen; the user is unable to use their virtual card as an alternative whilst waiting for physical to arrive.
Scenario 2 (A prominently virtual card user) -
If their physical card is lost/stolen; whilst they may not use often. Obviously they need to report and request a new one. However this shouldn’t penialse them and prevent them from using their virtual card still.
In this case a new virtual card should be issued immediately upon request.
Thanks for the link, should have checked that first! This is definitely something which needs to be reviewed, sooner rather then later!
Had that happen to me with my Natwest credit card recently. Due to fraud I had to get a new card (natwest takes forever to issue those, BTW), but I could keep using Google Pay in the mean time. Was quite a nice experience, and if even NatWest (who use an online banking interface from the 80s) can do this, then Monzo should as well…
This isn’t really connected to frozen cards, though, the question was about onboarding, and developed into lost or stolen cards…
I think these are two distinct use cases
the customer freezes their card.
the customer is issued a new card (replacement or first)
And I think they should be treated differently: personally I feel its reasonable and expected to block Apple/Google Pay in the 1st case, whereas it would massively improve the customer’s experience to enable Apple/Google Pay in the 2nd case.
I should clarify my issues with Apple Pay auto updating. I don’t think they were necessarily related to having it in the early premature release, but rather due to having too many attempts at provisioning.
On the morning of release I provisioned two devices. That evening I activated a replacement card (and nothing happened) and then managed to provision one (of 4) devices manually before having to contact support who told me I could not activate my other devices without their intervention because there had been too many attempts. So I expect my issues were due to a sort of debounce and had I not tried to provision so many devices in a day I’d hopefully have managed it without issue.