Magic link not working, can't start account

Hi, I can’t sign in to start my new account with the magic link in my email as I keep getting the error "Sorry, we couldn’t log you in, please use the most recent email that you received to [my address].

FAQs say to try a gmail address (which it is) or from a browser instance, which I’ve tried to no avail, including copying the link and opening in a new tab. I’ve tried 3 new emails so far with the same error every time, and I waited 5 hours after the last try to check if there was another pending- there wasn’t. I’ve even gone back and tried the older mails again.

Phone is running android.

How do I sign up now!?

Just one thing to check first with the way this is worded. Have you had a Monzo account before?

No! Sorry I was trying to be more specific but clearly made it worse!

No worries!

Might be best to uninstall and reinstall the app again so you’re working with a fresh instance and go through the sign in procedure again. Make sure you are opening the magic link from your phones Gmail account.

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Did you manage to log in?

I’m in!

The clean reinstall didn’t do it but it gave me the idea to try a whole new gmail address - didn’t work immediately but did after a second reinstall which seems to have done the trick, I’ll just have to see if I can switch it later.

Thank you!

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Awesome! Glad it’s sorted!

You can switch it if you click on the profile icon then scroll down to your email and hit the pencil!

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I am not using my gmail account with my Monzo and do not want to - is that going to be a problem?

No it won’t be. I only mentioned Gmail as the original poster was using a Gmail address.

Okay. When I try and log onto the my account on my phone it says click on the link in the email we send you. When I do this the link is not recognized. Leaving me unable to get into my account? Can you guess as to why this may be happening?

Please try;

  • Uninnstall the app (important)
  • Download and install the app again on your phone
  • Run the Monzo app, it will ask you for an email address
  • Enter the same email address you used to initially join Monzo - the app will then send a magic link to that email address
  • Using your phone’s email client to access your email (the same email used initially to sign up with Monzo), look for the very latest email from Monzo with a Magic Link and then follow the instructions in that email (it will have a box to tap on)
  • Once tapped on, the Monzo app will open and login to your account - and should work from this point unless you log out of the app

If the above does not work, please let me know where it fails.

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Got it. That worked. I did not have email on my phone. Thanks

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I’m having a similar issue which I’ve not been able to resolve having uninstalled and reinstalled the app twice.

Upon clicking the magic link the app reopens and remains on the “check your email” screen. I only have the choice of “open mail app” and “I didn’t receive email”. I’ve requested multiple fresh links and the issue persists.

Any ideas on a solution?

Try logging into web.monzo.com

Does that work?

Does the same thing that way too.

Just something to add: when I installed the app today having received my card, when it got to the section about a savings account, when clicking next and viewing the terms and conditions of that, the app froze so I closed it (iPhone). I then reopened the app and this is where I’m at.

Definitely something weird going on.

If you check the back of your card there’s a number to call, I’d recommend trying that next.

Cheers. Will do that tomorrow.

I’ve just tested the web login on a different iPhone and that works ok, although logging into the app on the second iPhone still has the same issue.

Will call the number tomorrow but just wanted to add that additional info.

EDIT: I’ve been able to login to my girlfriends account through the app on my iPhone and her account is listed but also my account is listed when clicking her name. We created a monzo account at exactly the same time and cards both received today. Could it be that Monzo have inadvertently linked both accounts essentially freezing me from accessing my own account from my email address?

I’ve spoken directly to Monzo but unfortunately they’re stumped too. No issue with the account, nothing frozen. It appears to be specifically an issue with my email address against the app (on any phone).

Attempted to click magic link through iOS mail client and iOS Outlook client. Still same issue.

For additional context, the point at which the app froze initially when authorising the card was when I clicked the terms and conditions when prompted to setup a savings pot, should that make a difference.

Again, the strange thing is that I can login via the app using my girlfriends details and my account is visible on the drop down. I can’t help but think the reason the app won’t log me in is because my email is somehow linked to her account.

Any other ideas would be appreciated. Thanks.

I would say this is definitely something you need to ask support to escalate. Monzo engineers are going to be the only people who can get to the bottom of this, I suspect.