There won’t be a split as in; ‘customers have access to chat via an easy button’ - or - ‘customers need to search for access to chat’?
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Ah, I didn’t mean to be unclear, sorry about that.
My understanding is that everyone will have to go through the self-service options/searches in future; the big obvious chat button will be gone for everyone.
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On testflight that mentioned chat updates. Did the searchs… none of the articles that came up had a link to chat. Eventually gave up and typed talk to someone and got a link to chat to someone.
Then got faced with this, not sure on the wording used to be honest, preferred the urgent and non urgent queues. Dont want to be made feel like my question doesnt matter, especially when its so hard to find chat in the first place
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I get what you’re saying about the wording to a degree but I’ve always admired Monzo for their honest and clear communication, so I think this message is just that.
It’s understandable that the nightshift isn’t as big as the dayshift so they’re just being upfront about it and are saying that you may have to wait a bit longer as a result or pop back in the morning where we’ll be at full strength.
I guess this way it just manages peoples expectations better.
And they closed/are closing Vegas which did the night time COps
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Im ok with the message that it wont be answered right away unless i count it as urgent thats fine.
What i didnt like was the fend off to say come back later if not urgent, preferred the other method whereby you wrote your message anyway and were told an expected wait time 
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I wonder if “come back later” message is because they have an issue with people writing a message and then:
- Sending follow-up messages later to say “Did you get my message?” “How long do I have to wait?” “Hello?” “Is there anybody there?”
or
- upon getting a reply in the morning, say “Oh, nevermind, I sorted the issue out myself after all/it doesn’t apply any more.”
From what I can understand from this thread, I’m in the group of users who have to search for ‘in app chat’ to find a link to it at all.
I’m sure there is plenty of unnecessary use of the chat feature, but this is a really poor design decision that goes against everything I’ve expected from Monzo as customer for the last three and a half years.
Hopefully the results of what appears to be a trial will be clear and we’ll all get our chat buttons back soon!
The trial has finished. Read a few posts up 
The chat button is still there, it’s now at the bottom of every help article so you just have to have a quick search for your issue first 
I really don’t want to be that guy, however, it’s really not. If it was I wouldn’t have as much of a problem with Monzo’s decision to remove it from the help tab.
Perfect example here: I have an help article called “Bank holiday Delays” in the “Suggested for you” section, that article has no link to chat or ways to get in touch.
Haha it’s cool, you can be that guy 
In the other topic I believe someone mentioned that it’s there on the latest testflight version?
I’m on latest TestFlight and it’s not, probably more tests or phased rollouts if they’re definitely adding it to all articles. Although I’m not entirely convinced they should be messing about with something so important as much as they are.
Fingers crossed they normalise it for everybody sooner rather than later
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I’m so confused haha.
Oh well, I’ll just keep telling people to search for their issue in the mean time and hopefully this helps them regardless of whether the button makes a return or not.
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Not in help articles for me either, but still at the bottom of the help tab, which is where I think they should keep it always, in addition to testing alternative methods.
The lack of consistency is frustrating, because when users come to complain, it’s hard to point them in the right direction.
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No, its not! As I say, I have to search for ‘in app chat’ to get to it.
That’s the main thing yeah.
Just a clear answer from Monzo would be nice so we can at least prepare people for whatever may be coming. It’s been going on for some time now so they must be close to finishing?
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They rely on us giving free support and don’t even give us the low-down, cheeky 
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Hi, need help here guys - I can’t find anyway to start a chat, I’ve tried the suggestions above; searched for in app chat missing, looked at the bottom of articles etc. Any other ideas?
Call the number on the back of your card.
Hi Joe & welcome 
From the Home screen, tap on Help
In the Help screen, in the search box type ‘Contacting support’
In the ‘Chat with us’ section, tap on ‘chat with us in the app’
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