Issue:
I’m trying to add my new Monzo card to Google pay wallet on my phone. My previous Monzo card didn’t have any issues.
I can add the new card to Google wallet fine, but as soon as it asks to verify via the Monzo app and opens the app successfully, nothing happens. No verification flow starts.
Google have informed me the card is in my wallet fine and requires Monzo to finish the verification for adding to phone contactless payment.
How can I get the verification to occur within the Monzo app.
Details to reproduce:
Add card to Google pay
Follow flow until verify
Click to open Monzo app
App opens
Then no verification happens
Return to Google pay which it still asks for verification
Repeat from app opening
Same here, had to secure my phone yesterday as I briefly lost it and it deleted my card out of my Google wallet. Now I can’t add it back because there is no verification flow in the monzo app
I too am having this issue now. I’ve managed to add my personal and joint account cards from the Monzo app (validation from Monzo isn’t needed if doing from the app), but I can’t add my Flex card.
Interestingly, if I add Flex card to my Pixel Watch, i got the validation prompt notification on my phone, and could verify it, but not when I do it from my phone.
I’m also getting text from Monzo saying “You started adding your Monzo card to Google Pay, but didn’t finish”.
Google Wallet gives you the option of App or Call, but when you call, the automated message specifically states that they can’t help with verifying Apple/Google Pay, so i’m stuck.
Luckily, it rare I Flex, and usually have my wallet with me so can use my physical card, but it’s still annoying.
I’m on annual leave this week and don’t have access to Slack, so not sure if this is a wider problem / root cause but if you speak to us via chat or email (help@monzo.com) we’ll be able to look into it
Thanks Dan. I’ve reached out to the help email now but honestly it’s been one of the most difficult users experiences for just getting access to a help line.
The chat never provides real assistance to record bugs and the call lines and chat don’t connect users to a CX person. You’ve been the best help to date and it’s been 3 weeks of trying.
Still no luck for me so far, and I’ve been passed from pillar to post with Monzo chat. Seems no one has a clue what to do, even though I have asked them to remove all Google Pay tokens from my account.
I’ve been passed to 5 “specialists”, plus the “borrowing team” (because it’s my Flex card i’ve raised the issue with), all since raising the issue on Thursday evening.
I’ve never had an issue with CS before, but this has been horrific so far!
