It's Q4 2024 and Monzo Selfie verification still doesn't let you swap camera

Help
1

My phone has a faulty selfie camera, I am unable to take any kind of picture of video from it (it’s not working atall)

Monzo asks me to verify my identity on a new device I logged into (despite approving log on from the device where I setup my account, uploaded my passport, and recorded a selfie video)

The issue is that it forces you to use the front camera and doesn’t allow you to switch to the rear camera (where I could actually record a video of my face reading the message)

Logging into a different device DOES NOT SOLVE THIS, identification is done at a device level, you can verify your identity on Device A, log with the same credentials/email account on Device B and even approve the new login on Device A, Monzo will still request a verification on Device B.

I am now stuck, and if it’s like last time, I will need to close my account and go with a different bank because Monzo has no other way to verify people than through their badly designed face verification system.

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No bank app does, regardless of year.

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That is simply not true, and even if it was, other bank apps having bad UX isn’t a excuse for Monzo to also have bad UX

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It’s not bad UX, it’s by intention and design for obvious security reasons. You can only use the app on the same device you complete the verification on.

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It sounds logical to me :man_shrugging:

I don’t want to lose my phone and have someone authenticate themselves on a separate phone!

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In what world would it be different to this?!

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Tell me some banks that let you use both cameras to verify your ID and pass security?

Might as well ask for the option to upload a pre recorded video whilst you’re at it.

Well, that’s the point. :clap:

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You literally use your rear camera for the passport scan

The security around rear camera and front camera is similar, if you can spoof the rear camera, you can spoof the front the front. So your point is moot.

I am complaining about the inability to use the rear camera to do a LIVE video recording of my face, not the fact identification is done at the device level…

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Have you ever tired to record yourself without looking at what you’re recording, it is surprisingly difficult

Your phone camera not working is not a fault Monzo should have to workaround in all honesty

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Just to add. It’s not Q4 yet.

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Why do you want to setup your account on a device that has broken camera?

It seems like a downgrade from the device you’re currently using. And likely you’ll run into issues with other apps if you dont have the selfie camera.

Also, I’m sure that I’ve switched phones and not had to verifiy my account with a selfie and the OP has needed to do this twice?

Unless Im getting confused by all this :confused:

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But you don’t use the front camera to take the passport photo.

Your arguments are moot, they don’t make sense from a security point of view.

You take a selfie with your front facing camera (facing your face), to verify who you are.

It’s not monzo’s fault your phone is broken and both refuse to fix it or replace it. That’s on you.

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Carlo, my guy, those things cost money. OP might not have the cash spare to do that.

That’s always the problem with app only banks.

I think being able to approve a new device sign from an existing authorised is a reasonable quality of life feature suggestion. It’s a feature some other banks have.

Have you tried live chat? I don’t know if it’s still the case, but the chat option used to exist during the sign up flow. I had an incident during the first (or might have been second) covid lockdown and my passport being stuck in another building, and the agent was able to simply bypass the onboarding and get me signed back in.

Perhaps they can do the same for the video?

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Unless it’s your new device, why is this an issue? Just don’t log out!

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But they still can’t blame monzo for their own problems, that’s my point.

It’s not possible, tough shit, time to move to another bank that allows both I guess.

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Blimey. Such compassion and empathy, Carl… :wink:

I do agree though, it’s not a Monzo problem. You can’t design your product for every possible use case. This is edge, to say the least.

It’s still worth the feedback though.

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Sometimes you just gotta lay it out straight and not feed into other peoples blame game.

The phone they want to use doesn’t work properly, and wants to blame monzo for that.

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Monzo probably outsources this to another provider, who might actually use data that they can only gather from the selfie camera, or have engineered their whole product around the selfie camera and aren’t going to change this for an extreme edge case for one of their customers customers

If you just email Monzo support they’ll probably verify it for you another way

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You are funny, purposefully misreading posts to build your own narrative.

This post is about Monzo not having camera switch built in for any camera based operations.

There is no security risk of using the rear camera vs front camera, none, zero.

I bought a new phone for this exact reason but the phone had to be returned, so had to go back to the old phone.

Contacting Monzo support will allow you to use the back camera for face ID verification, so this is proof even Monzo considers the back camera secure enough. There really is ZERO risk with using back camera vs front camera.

This whole post was about Monzo, a digital first bank, not having a very basic functionality. This has been raised many times over the past couple years and it’s still not implemented.

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I read your post in the manner it was written (a moan because your phone doesn’t work and that’s monzo fault).

Just because I disagree doesn’t mean I made my own narrative.

You purchased a new phone, and for whatever reason had to send it back. Surely just fixing yours, or move banks, is the practical outcome for you?

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