Monzo app wont open

UK Help
1

I have a problem opening my monzo app. It wont open.
I think the reason is because my phone keeps asking me to sign into my APPLE ID account which has been locked and I cant unlock it as i dont have my trusted contact numbber. Is there any other way MONZO can help me with this problem so I can access my bank account.
I have tried the following
-turning off phone
-restarting
-deleting app and re installing

  • calling apple to unlock my phone which they are unable to do cause I need my trusted contact number which I donā€™t have as it was the original sim my phone had when i bought it years ago in NZ
    None of above have helped the problem.

All my other apps work e.g. westpac NZ, instagram, snapchat gmail. MONZO Will not.

2

Hi welcome to the forum,

Step through the issue for us?

Your phone is currently locked and you canā€™t unlock it? Is that correct?

Presuming you can get passed that, then Monzo doesnā€™t have any connection with your Apple ID so that wonā€™t be the issue here.

3

Yes, thats why I thought it was strange as all my other apps open e.g. instagram, gmailā€¦ Monzo is the only app on my phone that wont open and im wondering if its some bug? I assumed it might have to do with my phones update which Im unable to do as my apple ID is locked.

4

OK, what happens when you try and open Monzo?

5

When I click on the mozno app it loads for about 20-30 seconds with the blue background and MONZO symbol, then it suddenly closes and I am taken back to my home screen.

6

Hmm. Youā€™ve tried uninstalling and reinstalling the app already. Are you on an old iPhone? Is the iOS version up to date?

It MAY be down to the Apple ID issue - are you signed on on your phone in the Settings? Iā€™m wondering if the install of Monzo is stalled somehow, and as you need your Apple ID to connect to the App Store, youā€™ll need to sort that first (and then Iā€™d still uninstall reinstall just to be sure).

Iā€™d focus on the Apple ID issue first, you wonā€™t be the first person to change SIM and so no longer have the same phone number (although my Apple ID requires my email and a password to log in?).

If you have urgent Monzo issues, phone them - number is on the back of the card.

Hope you get it sorted soon.

7

Yes I have. I am with an Iphone 8.I need to update my apple ID settings so this may be the problem as my phone is locked. If I call monzo will they be able to help or do I need to contact apple as there is noway i can unlcok itā€¦ I will have to delete my apple ID and restart.

8

Iā€™d start with Apple and get that solved first.

Although I donā€™t understand how your phone is locked yet you can open other apps?!

9

I know the whole thing is soo frustrating.

10

I also have this problem.
I have contacted apple support and there is nothing they can do

They have asked for me to contact the app developer

this is frustrating because i need to access money from my money pot and cant do it - its not like i can walk into a bank and request it

Iā€™m lost and out of options

11
  • Email Monzo
    or
  • Borrow a phone and install your email and Monzo apps on there; you can always uninstall afterwards
12

Unfortunately Monzo canā€™t help you with issues relating to your Apple ID account nore can they get you access to your ā€˜trusted contact numberā€™ as that too is with Apple.

13

Iā€™m reminded of when I ā€˜lostā€™ a Gmail account because I forgot the password, the secondary address went to an account that had been with a service that had closed down, and I couldnā€™t prove to Googleā€™s satisfaction that it was my account.

(This was before Google would pop up ā€œIs x still your recovery address/phone number?ā€ messages every so often to check.)

14

Are you guys restoring the monzo app from an iCloud backup?

Try a clean install.

15

mica3la and amanda101, Iā€™m so sorry that your app is doing this. Weā€™re looking into this bug - where the app hangs on the blue background and then crashes - and working to find a fix.

Please do get in touch with help@monzo.com, and DM me your email so I can flag someone to take a look at your case.

Do mention in your message anything that you think might be relevant - like your Apple ID being locked.

16

Hi Iā€™m trying to open my account on my phone but it doesnā€™t let me

17

Youā€™ll need to give more detail than that Iā€™m afraid. Otherwise the post directly above yours gives instructions on how you can get help from Monzo.