Monzo New Customer Verification

Hi Monzo Community,

On Saturday, I downloaded the Monzo app and was requested to create an account, provide ID and the video. On doing this, I received the page advising that it could take up to 48 hours for the verification to be approved.

It is now Wednesday, well over 48 hours and the account is still pending.

Over the last few days, I have spoken to the team on the phone, and also emailed Monzo and each time, I’m just being told it’ll be looked at or someone will come back to me regarding this…

Is there anyone at Monzo who can actually advise why the process is taking this long or what needs to be done as I have had confirmation that the account is in pending stage, verification has passed etc?

Getting slightly disappointed with Monzo as I heard the customer service is amazing.

I am seriously know considering using a competitor as I have already been approved by Starling without hiccup.

Any help would be appreciated.

P.S. I’ve have two family members apply same time, and there verification was approved within an hour

Many Thanks

Hello :wave:

You’ll sadly not get an answer to this on here as we’re all just customers like you.

You’re right that it generally only takes a few hours but it has been known to take longer when they need to perform some additional checks. I wouldn’t worry too much about it at this stage if Monzo have already got back to you and said that they need more time.

I understand it is frustrating but I’m sure you won’t have to wait much longer :slight_smile: