There’s a few threads about it, Monzo are aware and investigating.
I totally agree with you. It’s such a pain that am considering using a more reliable bank.
This has been going on for a very long while now and still not fixed.
I was happy to download the updated app this week thinking it’s now fixed, but to my disappointment it’s still happening.
Monzo has not updated us on the cause of this issue.
They have been aware for over a year now and not fixed
It’s not been that long! Only a few months, not that that makes it any more okay! I was one of the first victims to report the issue online, and was the first to do so here. I did some digging not too long ago to try to figure which version in particular it was that broke the app. It seems to coincide closely with when the summer cards were added to the app going from reports which started to crop up a week or two before my app crashed for the first time.
@AlanDoe it might be helpful to clean up and merge a bunch of the duplicate threads on this issue to save repeating all the really helpful troubleshooting and temporary fix methods folks have already found and shared.
This is the third time in 2 weeks I’ve had to remove and reinstall the app because it refuses to open. You provide ONE method of accessing your bank - the mobile app. No website. No tablet app. The mobile app. That’s it. And it doesn’t work. You’re a joke Monzo. 5 months is more than long enough to fix this issue, imagine how many people that don’t come to the forums are having this issue.
Sort. It. Out.
I’ve not experienced this issue personally for quite a while now
Sporadic issues for a tiny amount of customers is going to be one of the hardest things to track down. Monzo are lucky that @N26throwaway is knowledgeable and managed to identify a big part of the cause and detail it, not just “It crashes”
But Monzo will want to fix it and will be spending time to do that, but with bugs it’s not as simple as “Sort it out”, they have to identify and work out how first.
Been having the same issue, frustratingly seems to happen only when I need to use the app urgently to check or approve something (though I doubt it’s worth including Sod’s Law in my bug report).
What information do I need to submit to the help@ email address that could help diagnose this?
Couple of times I’ve been trying to use TFL and since I can’t tap in because of insufficient funds and I can’t transfer money from a pot because the app is broken… gotta skip the bus!
Anything you think causes it. @N26throwaway has managed to replicate it if his device restarts with Monzo running.
I wouldn’t bother with emailing though. Put your findings in this thread.
I’d definitely do both. An email is probably properly logged etc, so I’d do that (as well as report on here).
I know this doesn’t fix the actual issue here, but you could use IFTTT to pull say £5 out of your pot and into your main balance to sidestep the Monzo app when you’re having issues. Just manually trigger it to run whenever you urgently need money but can’t access the app.
I’m Lee, an iOS engineer here at Monzo. I’m taking a look into this issue at the moment and having some extra info about it would be super useful. For these sorts of crashes (right at app launch) it’s really difficult to see what’s going on, especially if we aren’t experiencing the same crash ourselves.
If you’d be willing and able to share a little extra info with me that would be really useful. Specifically the crash log that your phone should hopefully be storing.
To get to those crash log, you can:
- navigate to Settings > Privacy, scroll down, and tap Analytics & Improvements,
- make sure that “Share iPhone & Watch Analytics” is enabled,
- tap Analytics Data,
- pull down to reveal the search bar & search for “Monzo”,
- tap on the item that’s time-stamped to match when the last crash happened,
- tap on the Share button top-right, and then
- email that to us on firstname.lastname@example.org
Let me know once you’ve sent that through and I’ll take a look to make sure that I’ve got it.
cc. @N26throwaway if you’ve managed to find a reliable way of repeating this, sharing the steps that you take would also be super helpful.
Hi Lee, I’ve shared everything I know and have tested and troubleshooted related to this issue in the thread already.
It may be worth asking @Moddingfriendly as they spent a good portion of their time engaging with me on here and going through some potential resolves (one of which involved using an old test flight build, which fixed the problem for a while), and they said they’d passed all that onto the iOS team already.
For a quick recap, this post covers the most reliable way I’ve found to replicate it. Other users have echoed that it’s in this particular scenario I outline here that causes the issue to occur for them too, but not everyone has been able to replicate it this way:
Some more in depth details here
Testing my reproduction on the old TestFlight build which could recover from being deleted and reinstalled unlike the latest version at that time:
Another user who experienced the bug with the same circumstances as my reproduction method:
It may be worth having a quick skim of the thread. I’ve been pretty thorough in my tracking and troubleshooting and testing and reporting my findings here, so everything I know and have done is already in the thread, but if there’s anything else you need from me to get to the bottom of the issue let me know!
Thanks so much for all collating all those links, that was super helpful!
I’ve just tried the steps you’ve mentioned (launch the Monzo app, background it, then force-restart the phone) and I’ve seen the crash once I rebooted and (tried to) launch the Monzo app.
I’ve pulled the logs, and this looks like a crash that we found the cause of a few weeks ago - we’ve included a temporary recovery mechanism in version 5.3.0: before that version, this would cause a repeating crash - you wouldn’t be able to open the app unless you deleted & reinstalled it. Since 5.3.0 we’ve stopped the repeating crash, and rather logged you out. It’s not ideal, but it’s better than the repeat crash and it allows you to get back into the app and your account while we get the actual fix sorted.
We think that we have a fix for this (so that it doesn’t even crash the first time, and doesn’t log you out,) but we’re still testing it out and making sure that it solves the problem. Your steps to reproduce this come in really handy here, since we didn’t have a way reliably create the crash, and hence confirm that the fix had in fact worked - now we can, thank you! We’re hoping to have the fix ready for second release in the new year.
Awesome, thank you! Looking forward to the fix in the new year!
Big up to @N26throwaway for your work here.
Hey folks! Just an update on this - the app version (5.7.0) with the fix for this starts rolling out to the AppStore today. This should have this specific crash sorted - I’ve tested it with @N26throwaway’s steps and saw the crash in the old build, but not with the latest version
Thank you all so much for the help getting this fixed
Glad it’s fixed, thank you so much!
If we’re getting crashes etc after this, should we continue to report them in the same way etc? Or are your efforts switching elsewhere, and a different team picking this up?
Just wanting to raise that the app is borderline unusable with Trends/New Homepage in its current form, with it regularly crashing on me (iOS), and if they’ll be looked into with the same urgency as you did with this one?
My suspicion is this is a separate issue related to what I suspect to be a memory leak of some sort.
I debated starting another thread for it whilst this one was still ongoing, but I do think that’s a separate issue.
It’s being discussed currently over here, where I’ve shared a known and tested temporary fix:
And thanks @leewatkins for getting this one fixed!
We’ll be taking a look at a a few more things - more details here. (I think you’ve seen that already)
Please do share any details that you can with us, and if you’re able to share crash logs with that it would be super helpful. Instructions here: