Monzo Declining Google Wallet Purchases

Help
1

Hi. I wonder if anyone can help. I recently upgraded my Android phone (pixel 3 > 6a) and have yet been able to successfully use Google Wallet.

I had read there was an issue with Google Pay authentication but got round this by deleting the cards from wallet and setting up again through the Monzo app. I’ve had email confirmation from Monzo that the cards are set up on successfully on Google Pay.

However, when I try to pay contactless on Google Wallet, despite the the tick symbol going green the transaction is always denied by Monzo. I tried going back to my old phone and this is now throwing up the same error. This makes me think it’s a problem with Monzo/Google and not the device.

I have tried in various shops and in a few I am prompted to enter my physically card and add PIN like you might the first time you activate wallet. However, I have now done this many times and in shops with cashiers this isn’t an option and they have to cancel the transaction.

I have tried clearing the cache on Wallet, restarting phone - all the usual hacks.

There’s no AI subject for Google Pay/Wallet on Monzo App. When I call Monzo there’s a clear message saying they can’t help with Google Pay activation (as far as I’m concerned, it’s activated).

Any bright ideas? I’m at a loss now.

Thanks!

2

Just to check have you actually tried deleted the card and added it back ?

Also try removing it from https://wallet.google.com/wallet/paymentmethods , clear the app data from wallet and restart your phone and then try to add it again.

To contact Monzo search contact us in the help section of the app.

3

Thanks @kolok Yep. Tried all this, deleted the cards, cleared the cache, reinstalled wallet, readded cards through the Monzo app but unfortunately no change. Getting silly now having to pop to the shop to buy little things to test whether I’ve fixed it. I’ve spent a fortune this week! I tried going through the Contact Us and ended up calling but the options came at a dead end for this problem and I was told to check the FAQs on the app. So I’m being sent round it circles :frowning:

4

Does the decline get to Monzo, is it in your feed?

1 Like
5

Rather than going to the shop each time, use uber eats or something via google pay and cancel the order

6

I’ve just tried to pay for JustParking and Google Pay is declined by Monzo. So it’s everything. Not just Wallet. Despite having an email from Monzo saying it was authenticated.

1 Like
7

You don’t get emails from Monzo to say it’s authenticated

What does it say in the app?

8

Yes it’s in my feed as ‘declined’. If I pay by card it goes through fine. I have the funds!

1 Like
9

It should tell you why it’s declined, post a screenshot if possible, obviously blur anything sensitive

10

Thanks @andrew_fishy . I can’t get any more information other it saying ‘declined’. Nothing to click on. In the main feed it also just says ‘declined’. Please see attached.

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11

Hmm, that is absolutely bizarre, have you contacted Monzo? They should be able to look into it at an account level

12

If you contact JustPark customer services, they should have a more detailed reason for the decline.

13

Strange, wonder if Google has a new BIN and merchants need to update their systems.

1 Like
14

Hi everyone. A little update and not ideal but functional workaround. I have set up a new Virtual Card and created a pot especially for contactless and Google Pay purchases. I’ve been able to add this to Google Wallet and just bought me tea successfully with my phone.

So this suggests the problem is with my current account card. Nothing wrong with my phone or necessarily Google/Monzo. Bit annoying, but after thought maybe having a pot for contactless/online is a safer way to do things anyway? What a palaver this has been! Thanks for all your suggestions… I’ll try again with the main card and follow it up if it still doesn’t work. In the meantime, at least I can park my car.

1 Like