It will be an issue with deep links on the device, which you can test out with my steps above.
Yes David. For whatever reason, the ‘magic link’ does not work on her new phone. Monzo is the only bank I know who uses a ‘magic link’ which does at times seem to be a problem. Most other banks use a code to your phone which you can then imput to gain access to your banking app. Maybe Monzo should have that option. I will post again when we get this issue resolved, as it may help someone else who has the same problem.
Thanks. I will try this when my partner has calmed down enough to let me try in on her new phone!
Thanks. No extensions are enabled.
You tried this? https://youtu.be/R7e0tPGeYkk?si=zsL33GW-B0IwQayQ
Thanks for the suggestion. We have tried Safari, Chrome and the default email app on the iPhone. We have cleared the data on the browsers, but the error message still comes up and the Monzo app does not open on her phone
Thanks David. She got Apple help to reset her Network Settings and phone. They found no errors and still the error message is shown
What about the long press on the link to force it to open in Monzo, and trying Google Maps to see if that deep link works?
Thank you for the suggestion. I have mentioned it to my partner, but she is very annoyed with Monzo for the lack of help and I’m waiting for her to try your suggestion.
Once we have identified a solution, I will post it, as it may help others who have the same problem. Thanks
In some ways I agree. I too have not had a problem with Monzo in the time that I have been using it. But in this case it has been very bad. The customer support is patchy and erratic. There seems to be no ‘coordinated’ effort to solve the problem. We have had the same suggestions again and again, none of which have worked. She was initially unable to access her account or close it. There should be options available to customers or they will go elsewhere. I will post the solution, once we have this matter resolved, for the benefit of others who find themselves in this annoying position.
The problem is your device.
Nobody else is having this issue.
I would disagree with you there Carlo. We have had lots of communication from Monzo staff, but each one does not seem to know what has already been done / tried and the response is ‘uncoordinated’. Many people have had this error message pop up. Just Google it.
I agree. It is a problem with this particular new phone. We have contacted both Monzo and Apple Neither have yet provided a solution that works. Once we have that, I will post it on here
It’s definitely common and valid criticism of Monzo’s support.
If your wife just wants to empty and close the account, can she just do it on another device like your phone? It sounds like she’s no longer motivated to try and solve the issue with her own phone which is fair.
That said if she can’t open any deep links on her phone that could cause problems with other apps so she should probably still get that resolved.
Hi. She did try the long press on the Monzo link. Same error message unfortunately
We will be happy when this issue is resolved. She likes Monzo, but of course she is not happy with the protracted saga that this has become. I know little about ‘deep links’ . She can now access her account on another phone, which is good. She has moved some money now. But she would still like to resolve this issue and when we do finally get a resolution, I will post it.
At this point then probably needs a fresh install of iOS. I doubt there will be any other solution for you. It’s a core iOS feature and if it’s not working then it’s not working, it would have to be fixed at OS level.
Yes, thanks. We have tried clearing the caches / data on the browsers and restarting the phone.
This is key, because it’ll restore any settings you previously set.