I still use my Monzo card regularly for small purchases, but a huge snag has become apparent. A great pity as otherwise Monzo is very good.
DO NOT use Monzo as your main bank account!
My partner changed her mobile phone.
After doing so, she found she could NOT login to the Monzo app using her new phone, despite having the same phone number.
6 days later, she can still not login to the Monzo app using the ‘magic’ link. She has NO access to move money out of her account or access the Monzo app to see balances etc.
If it were her main account it would have caused huge problems.
She has contacted Monzo support a ridiculous amount of times and done everything that they have asked her to do.
She has tried logging in using different web browsers. She has tried clearing temporary files and restarting her phone. She has deleted the app and reinstalled it many times. She has logged in using web browsers instead of email apps. She has changed her email address and told Monzo.
6 days later, she still cannot access the Monzo app. When she uses the ‘magic link’ she just gets an error message and it does not login to the app. She has not had this problem with any of her other bank apps / accounts.
She has been told that she cannot even close the account, as it can only be closed with a ‘zero’ balance, which she cannot do as her Monzo ‘savings pots’ are not accessible to her, as they only work with the app.
This is not good customer service and would cause severe problems if Monzo was your only bank account. Beware!
I will update this entry, if / when this issue is resolved. The Monzo ‘magic link’ not working seems to be a common problem.
This has still not been resolved.
We think it may be because her new phone has an e sim and not a physical sim card
The Monzo app is not hidden.
This is on an IPhone 16 pro with an e sim.
Update: 12/1/25: Using a spare IPhone, we were able to log into my partners Monzo account on another phone, other than her new phone. We used Safari to get the ‘magic link’ email and it asked her to put in her Monzo PIN. After that she was able to access her account.
We then logged out of that phone and went back to her phone. Following exactly the same procedure, she again was unable to access her account and got the error message above. So this problem is not yet completely solved. It appears to be device specific as she can login on another phone. But we have still not found what is causing the error message above.
Thanks for your reply.
Yes, we have made very sure on every occasion that we try the latest email link. It simply fails and shows an error message.
The phone is an iPhone 16 pro, with an e sim, which I think may be the problem.
The old iPhone has gone. Sold
Thank you for the reply Michael.
We can login to Monzo on a computer on the ‘emergency’ link which as you say has limited abilities. It gives no access to her money, but the login works.
We have tried several times to delete all e mails / delete Monzo app / restart phone / reinstall app and try logging in. All have failed.
The error message we are getting is that the address is invalid or ‘Safari cannot open the page because the address is invalid’
Thanks for the reply Mikez. No, we have not enabled any of the privacy protection settings in the mail app.
We have also tried accessing the magic link e mails in both Safari and Google. Both come up with an error message and don’t open the magic link
Quick question, on safari can you enter this in the search bar monzo:// it should say “open this page in Monzo” if not then it would appear something is wrong with your phone and the Monzo App.
Also, not sure if this matters, but what mail app are you using? I know Outlook defaults to their own in-app browser, so not sure if that would auto redirect to the Monzo app? Make sure that the link opens in Safari; and that you open it by tapping on it, and not copying / pasting it.
Do you have a different device on which you can install the Monzo App onto and login with your partners details? If trying to sign-up/access on a different device also fails, it is likely to be an issue with your account - so:
Contact Monzo directly via email with full details of the access issue; help@monzo.com
Thanks ndrw. We have tried several e-mail apps ( Apple Mail app / G mail ) neither work. We have also tried opening the email link in a web browser ( Safari / Chrome ) The so called Magic Link still does not open correctly, but displays an error message (Safari cannot open the page because the address is invalid)
She doesn’t have another device now as she sold her old phone. We have contacted Monzo help a ridiculous amount of times. We have tried all of their suggestions and we have been told to wait as the problem has been escalated after a week of trying
Can I just check that you’re getting a new link each time you try, as I think the links expire either after the first click, or after a short amount of time for security
Yes, old emails deleted first and new link used each time immediately they arrive, checked by the time on the email. Really there should be another way to access the app such as a new code sent to your phone that can be entered, as other banks do
