Just paid from the wrong account, I think better app design could have prevented this

[mchristie (Malcolm Christie)]

I’ve just quickly open the app to make a payment and sent it from the wrong account.

• On the dashboard I saw my joint account card front and center, and a list of payments which all happened to be from my joint account. In my mental model I’m currently “in” my joint account (rightly or wrongly).
• Switch to payments tab, missed that my personal account was selected at the tab and scrolled down to see the payee which I’ve only ever paid from my joint account. Reinforcing that I’m “in” my joint account. Maybe sharing payees between joint/personal accounts is useful for some people, but it isn’t to me.
• Start the payment process - now I cannot see which account I’m paying from. Shouldn’t is say on the confirmation page which account the payment is from? I’ve just stepped through it again (without confirming, so maybe I missed something at the end) but there doesn’t seem to be indication of which account your payment from once you’ve started a payment?

[Revels]

You can add your thoughts to this thread, but it’s something lots of people agree on.

Paying & getting paid on Monzo - tell us all!

Morning! I’m Chloe, the User Researcher in the Core Experience squad (we did an intro as a squad a few weeks ago here). As @giorgio mentioned in that thread, the payments tab is definitely an area that needs a bit of attention. We would love to hear from you about all things to do with paying & getting paid and the payments tab - what isn’t working so well, any ideas you have for improvements and what is working well currently. (Ideally this thread won’t be about card transactions as it…

@Revels

I’d like it to be clearer which account I’m paying from. Multiple times I’ve paid someone intending it to be from my personal account and it’s come from the joint account.

The only hint about which account I’m paying from is the balance. Sometimes that makes it obvious to me, sometimes it doesn’t.

@Revels

When I tap the payments tab, it’s clear at the top that I’m using my joint account. Although if you have a coral personal account, this isn’t great.

Then the best indicator of which account I’m using goes. Balance is still there, but at times my joint/personal can be similar. And let’s be honest, if we always knew our exact balances, we wouldn’t be checking the app as often!

And then I get the confirmation screen. I purposely haven’t turned FaceID on as I want to be able to give this screen a final once over without it skipping ahead

I would like a screen after this, maybe some wouldn’t want another click, I guess no FaceID means I can sort of do it already and pause but a final glance, because at this point I always triple check the deets before I type my pin.

Next page is categories and usually when I go “Oh shit, wrong account” when my custom categories aren’t there.

[j06 (Jamie)]

Why the hell are payees shared between accounts?

[Revels]

Why wouldn’t they be? They’re people I pay.

[j06 (Jamie)]

Because it assumes everyone uses their joint account the same open way with the other party. Not everyone will want that.

If it was the other way round (not automatically shared), you’d be able to ‘share’ payees by simply adding them again into the joint account. But it can’t work the other way round.

[Revels]

Oh no no, not my partners payees, mine that I’ve paid with my personal account or joint account.