Initial topup declined


#1

Hi I recently tried to setup with the initial topup, I enter my card details and it failed with the message “Top up failed because the card was declined” with no other information.

There are funds in the account (I double checked) and I have checked the card details and tried a few more times.

Any idea what might be going on?

It’s a Nationwide Flex direct account and the card is a visa debit.

Thanks
Tom


(Alex Sherwood) #2

Hi, I’m not sure what the issue could be there so it’s probably best contact the support team by emailing help@monzo.com to find out.

It could be your bank or Monzo that’s declining the top up but the support team should be able to give you more details.

It looks like top-Ups from Nationwide haven’t gone very well for Monzo users in the past unfortunately but I’m sure there’s a solution :pray:


( surohpotsirhC) #3

I’ve had topups fail a couple of times with my Nationwide account. No explanation why from Nationwide. Worked again a little while later.


(Naji Esiri) #4

Hey! If you could email naji@monzo.com and help@monzo.com me with the e-mail you’re signing up with I can get our Support team to contact you :slightly_smiling_face: Sometimes these top ups are flagged by the bank for security reasons so it’s worth giving your issuing bank a call to see if there are any issues too?


#5

Hi there after having completed security checks on Monzo card application I keep getting my initial £100 deposit declined,any ideas ?


(Alex Sherwood) #6

I’ve moved your topic here, as there’s some tips & information that will hopefully help :slight_smile: Naji doesn’t work at the weekends so I’d recommend emailing the support team, rather than his personal address.

I’m afraid I don’t have any more tips to mention, since the last time this came up.


(Bob) #7

What card is it? Are you trying to top up with a credit card?


#8

Bank of Scotland debit m8.


(Bob) #9

@Naji’s post above should help you out. Best to call BoS first and if no joy there then the Monzo email contacts should get you sorted :grinning:


#10

Thanks Bob,was bank that had put block on my account for online purchases.
Monzo card now on the way :raising_hand_woman:


(Trevor May) #11

I’m having the same problem with my Nationwide FlexDirect account when trying to do an initial transfer to my Monzo Current Account.


( related to Monzo CEO, Investor in Monzo ) #12

presumably as mentioned above its Nationwide that is flagging up the transaction as suspicious and blocking it rather than on Monzos side , but also worth help@monzo.com just to be sure :slight_smile:


(Trevor May) #13

Managed to fix the problem by adding the tranferree in the “manage payees” area, then transferring to that saved payee.