Monzo unresponsive and unable to login

Help
1

Ive been on hold for 60 mins+ I cant login to my monzo app… it asks for a pin but does nothing if I click forgot pin it says “your card must be activated”. Ive tried the website which point me back to the app

You’ll need to log into your Monzo app to:

  • defrost your card if it’s frozen
  • see your account balance
  • see your recent transactions

Ive emailed over the past few days with little response, I dont think theres a huge amount of money in but I just want to be able to get back using my monzo

I think im in some UX blackhole with the design of there system.

Any help or suggestions appreciated

2

When you try and log in, are you selecting login and not join? Are you 100% certain you’re entering the email address associated with your account?

Logging into the app isn’t your Monzo pin, it’s your phone pin. If you’ve got that far with the magic link then you’re entering the wrong pin.

Otherwise, delete the app, restart your phone, reinstall.

3

Hi, yeah its deffo the right email. the pin is the monzo pin it doesnt actually do anything just stalls… I think the account is just frozen

4

What happens when you log in to web.monzo.com - using the same email address as you used for your Monzo account - can you see (limited) account details?

5

You’ll need to log into your Monzo app to:

  • defrost your card if it’s frozen
  • see your account balance
  • see your recent transactions

Please get in touch with us if you need any help.

6

I get a summary of transactions, sort code & account number and the ability to freeze the card and get help when I log in:

Screenshot 2025-02-25 155700 copy
Screenshot 2025-02-25 155700 copy1024×598 50.1 KB

If you don’t see this, your account is frozen. Maybe deleted or on hold for some reason?

As 99.9% of users on this community forum are customers, only Monzo will be able to help via phone (+44 20 3872 0620) or email (help@monzo.com)

7

If the app is freezing and not letting you enter your PIN

Uninstall the app

Reboot your phone to clear any app cache

Reinstall the app

1 Like
8

Hi yep tried that and still the same, ive logged a support ticket 10 days ago with monzo but they are super slow to respond… Ive got a new card. Could i goto an ATM register a new pin then use that to open the app? Its like my account has half been deleted but unfortunately as above Monzo support on the phone and email is none existant