# Monzo App stuck on loading screen then exits **URL:** \ **Category:** Bug Reports\ **Created:** [6 March 2024 16:52 UTC](https://community.monzo.com/t/monzo-app-stuck-on-loading-screen-then-exits/160925 "2024-03-06T16:52:26Z")\ **Posts on this page:** 20\ **Page:** 1
**Author:** ![33fourty](https://avatars.discourse-cdn.com/v4/letter/3/dbc845/32.png) [@33fourty](https://community.monzo.com/u/33fourty)\ **Post date:** [6 March 2024 16:52 UTC](https://community.monzo.com/t/monzo-app-stuck-on-loading-screen-then-exits/160925/1 "2024-03-06T16:52:26Z")
**Issue:** my monzo app won’t open, it shows the logo and just freezes then exits the app. All of my apps work apart from Monzo. I want to know if this has happened before?And yes I have deleted and reinstalled my phone numerous times. Any help would be appreciated **OS:** IOS 17.3.1 **Device:** IPhone XS Max **App Version:** 5.63.0 **Screenshots:** ![IMG_7939](https://global.discourse-cdn.com/monzo/original/3X/3/1/316bbe7f57053f0ef389a6c6def8ef58edb9f3fb.png) ---
**Author:** ![Carlo1460](https://dub1.discourse-cdn.com/monzo/user_avatar/community.monzo.com/carlo1460/32/122202_2.png) [@Carlo1460](https://community.monzo.com/u/Carlo1460)\ **Post date:** [6 March 2024 16:58 UTC](https://community.monzo.com/t/monzo-app-stuck-on-loading-screen-then-exits/160925/3 "2024-03-06T16:58:47Z")
If you head to iPhone settings, find Monzo, then at the bottom tap Reset Session, it should wipe the app data and then get you back in fresh 🤞🏼 ---
**Author:** ![33fourty](https://avatars.discourse-cdn.com/v4/letter/3/dbc845/32.png) [@33fourty](https://community.monzo.com/u/33fourty)\ **Post date:** [6 March 2024 17:08 UTC](https://community.monzo.com/t/monzo-app-stuck-on-loading-screen-then-exits/160925/4 "2024-03-06T17:08:22Z")
thank you!!! I’ll try now ---
**Author:** ![33fourty](https://avatars.discourse-cdn.com/v4/letter/3/dbc845/32.png) [@33fourty](https://community.monzo.com/u/33fourty)\ **Post date:** [6 March 2024 17:10 UTC](https://community.monzo.com/t/monzo-app-stuck-on-loading-screen-then-exits/160925/5 "2024-03-06T17:10:21Z")
It’s so annoying, I genuinely thought my phone was the issue but all my apps work it’s been going on for over a week now ---
**Author:** ![33fourty](https://avatars.discourse-cdn.com/v4/letter/3/dbc845/32.png) [@33fourty](https://community.monzo.com/u/33fourty)\ **Post date:** [6 March 2024 17:13 UTC](https://community.monzo.com/t/monzo-app-stuck-on-loading-screen-then-exits/160925/6 "2024-03-06T17:13:48Z")
nothing seems to work​:sob:😭😭, I just tried it rn. Feels like it will never go away ---
**Author:** ![leewatkins](https://dub1.discourse-cdn.com/monzo/user_avatar/community.monzo.com/leewatkins/32/79518_2.png) [@leewatkins](https://community.monzo.com/u/leewatkins)\ **Post date:** [6 March 2024 17:28 UTC](https://community.monzo.com/t/monzo-app-stuck-on-loading-screen-then-exits/160925/8 "2024-03-06T17:28:43Z")
Hey @33fourty, sorry to hear about this. Could you please DM me the email address that you use on your account and I can take a look? ---
**Author:** ![33fourty](https://avatars.discourse-cdn.com/v4/letter/3/dbc845/32.png) [@33fourty](https://community.monzo.com/u/33fourty)\ **Post date:** [6 March 2024 17:41 UTC](https://community.monzo.com/t/monzo-app-stuck-on-loading-screen-then-exits/160925/9 "2024-03-06T17:41:12Z")
sure and thank you! ---
**Author:** ![33fourty](https://avatars.discourse-cdn.com/v4/letter/3/dbc845/32.png) [@33fourty](https://community.monzo.com/u/33fourty)\ **Post date:** [6 March 2024 17:46 UTC](https://community.monzo.com/t/monzo-app-stuck-on-loading-screen-then-exits/160925/10 "2024-03-06T17:46:27Z")
I clicked on your account, there’s no “message” button? Am I supposed to reach a certain level to be granted that? Bare in mind I just created the account today ---
**Author:** ![33fourty](https://avatars.discourse-cdn.com/v4/letter/3/dbc845/32.png) [@33fourty](https://community.monzo.com/u/33fourty)\ **Post date:** [6 March 2024 17:47 UTC](https://community.monzo.com/t/monzo-app-stuck-on-loading-screen-then-exits/160925/11 "2024-03-06T17:47:01Z")
I see, I’m new to this tbh. So I should download the TestFlight build to see if it works? ---
**Author:** ![leewatkins](https://dub1.discourse-cdn.com/monzo/user_avatar/community.monzo.com/leewatkins/32/79518_2.png) [@leewatkins](https://community.monzo.com/u/leewatkins)\ **Post date:** [6 March 2024 17:53 UTC](https://community.monzo.com/t/monzo-app-stuck-on-loading-screen-then-exits/160925/12 "2024-03-06T17:53:15Z")
If you’re able to, yes please. That might give us some extra information to work with 🙏🏻 ---
**Author:** ![davidwalton](https://dub1.discourse-cdn.com/monzo/user_avatar/community.monzo.com/davidwalton/32/111540_2.png) [@davidwalton](https://community.monzo.com/u/davidwalton)\ **Post date:** [6 March 2024 17:59 UTC](https://community.monzo.com/t/monzo-app-stuck-on-loading-screen-then-exits/160925/13 "2024-03-06T17:59:28Z")
> [@33fourty](#): > > I clicked on your account, there’s no “message” button? Am I supposed to reach a certain level to be granted that? Bare in mind I just created the account today Yeah - it’s because you’re new. This community is run on the ‘Discourse’ forum platform, and Discourse operates Trust Levels. There are 5 trust levels with discourse, but this Community seems to operate only 4 levels: New/Basic, Member, Regular and Leader (Coral Crew) You increase up the trust levels the more you read, post, like and be liked. Once you get to the ‘Member’ trust level, you can send PM’s to others. The requirements to move up (or down!) the trust levels are here: > **[Understanding Discourse Trust Levels](https://blog.discourse.org/2018/06/understanding-discourse-trust-levels/)** > > The user trust system is a fundamental cornerstone of Discourse. Trust levels are a way of… Oh, and welcome @33fourty ! 👋 ---
**Author:** ![33fourty](https://avatars.discourse-cdn.com/v4/letter/3/dbc845/32.png) [@33fourty](https://community.monzo.com/u/33fourty)\ **Post date:** [6 March 2024 18:02 UTC](https://community.monzo.com/t/monzo-app-stuck-on-loading-screen-then-exits/160925/14 "2024-03-06T18:02:37Z")
![IMG_7945](https://global.discourse-cdn.com/monzo/original/3X/6/4/64ec69fc61b590597aba9eab4be6a84d4ba1752f.jpeg) not sure what to do here? ---
**Author:** ![BobT](https://dub1.discourse-cdn.com/monzo/user_avatar/community.monzo.com/bobt/32/5151_2.png) [@BobT](https://community.monzo.com/u/BobT)\ **Post date:** [7 March 2024 18:05 UTC](https://community.monzo.com/t/monzo-app-stuck-on-loading-screen-then-exits/160925/16 "2024-03-07T18:05:22Z")
Has this issue been resolved yet? I’m suffering the same issue, startup screen hanging before crashing after about 10 seconds. I’m using latest Testflight version of Monzo app which appears to have just updated automatically before I got this issue about 20 mins ago. I need to make an urgent transfer… please help! Trying to call CS on 08008021281 but going round in circles with the automated system. When you reach the option to select ‘cannot access app’ the following options are garbage with nothing related to select. Had to tell porkys to finally be put on hold… 20 mins later still waiting… ☹ iPhone XR iOS 17.3.1 V 5.64.0 ---
**Author:** ![33fourty](https://avatars.discourse-cdn.com/v4/letter/3/dbc845/32.png) [@33fourty](https://community.monzo.com/u/33fourty)\ **Post date:** [7 March 2024 18:18 UTC](https://community.monzo.com/t/monzo-app-stuck-on-loading-screen-then-exits/160925/17 "2024-03-07T18:18:40Z")
it’s still being resolved unfortunately, so it just shows the logo then exits for you? Maybe try to delete, restart your phone then install the app again. Appears to work for some people, not me though ---
**Author:** ![BobT](https://dub1.discourse-cdn.com/monzo/user_avatar/community.monzo.com/bobt/32/5151_2.png) [@BobT](https://community.monzo.com/u/BobT)\ **Post date:** [7 March 2024 18:28 UTC](https://community.monzo.com/t/monzo-app-stuck-on-loading-screen-then-exits/160925/18 "2024-03-07T18:28:11Z")
Yup, same issue like you said. I was using the TestFlight version and it had automatically updated to V 5.64.0 just before trying to open. Issue now resolved while chatting with CS. Completely deleted the Monzo TestFlight app and data, did not restart phone, installed Monzo V 5.63.0 from app store. No further issues. Hope you gets yours sorted soon 🤞 ---
**Author:** ![dr\_necessiter](https://dub1.discourse-cdn.com/monzo/user_avatar/community.monzo.com/dr_necessiter/32/70913_2.png) [@dr\_necessiter](https://community.monzo.com/u/dr_necessiter)\ **Post date:** [7 March 2024 18:54 UTC](https://community.monzo.com/t/monzo-app-stuck-on-loading-screen-then-exits/160925/20 "2024-03-07T18:54:18Z")
Had the same issue today with TestFlight v5.64 auto installing. Simply reinstalling the App Store version v5.63 over the TestFlight version fixed it. Suggest turn off TestFlight auto-install for the Monzo app just for the time being! ---
**Author:** ![BobT](https://dub1.discourse-cdn.com/monzo/user_avatar/community.monzo.com/bobt/32/5151_2.png) [@BobT](https://community.monzo.com/u/BobT)\ **Post date:** [7 March 2024 19:06 UTC](https://community.monzo.com/t/monzo-app-stuck-on-loading-screen-then-exits/160925/21 "2024-03-07T19:06:09Z")
I’ll leave you youngsters to try that out… I’m getting too old to be having kittens trying to get into my account. Longest hour of my life! Been using the TestFlight version since early days with nothing close to this bad happening before. I’m sticking with v5.63… not making any more changes while its working fine for me. I see @33fourty and me are using older iPhones, albeit with the latest iOS version. wonder if there was some compatibility issue? CS claimed that it wasn’t an issue she’d heard before, and not much of an issue in this community. ---
**Author:** ![dr\_necessiter](https://dub1.discourse-cdn.com/monzo/user_avatar/community.monzo.com/dr_necessiter/32/70913_2.png) [@dr\_necessiter](https://community.monzo.com/u/dr_necessiter)\ **Post date:** [7 March 2024 20:44 UTC](https://community.monzo.com/t/monzo-app-stuck-on-loading-screen-then-exits/160925/22 "2024-03-07T20:44:40Z")
😂 Wish I was stil a youngster! Mid 60s nowadays… ---
**Author:** ![33fourty](https://avatars.discourse-cdn.com/v4/letter/3/dbc845/32.png) [@33fourty](https://community.monzo.com/u/33fourty)\ **Post date:** [8 March 2024 15:04 UTC](https://community.monzo.com/t/monzo-app-stuck-on-loading-screen-then-exits/160925/23 "2024-03-08T15:04:09Z")
seems like nothing will ever work for me​:rofl:🤣, I did exactly that and I installed 5.54.0 which didn’t work so I also tried 5.54.1 and 5.55.0. It’s getting to the point where I think my Monzo app will never open ---
**Author:** ![BobT](https://dub1.discourse-cdn.com/monzo/user_avatar/community.monzo.com/bobt/32/5151_2.png) [@BobT](https://community.monzo.com/u/BobT)\ **Post date:** [8 March 2024 23:58 UTC](https://community.monzo.com/t/monzo-app-stuck-on-loading-screen-then-exits/160925/24 "2024-03-08T23:58:08Z")
Any chance you could try installing the app using a different phone? Not being able to access my account drove me nuts for the hour it took me to get it back. Are CS helping you with this?