# New phone, login doesn't work **URL:** \ **Category:** Help\ **Created:** [8 March 2021 18:39 UTC](https://community.monzo.com/t/new-phone-login-doesnt-work/114798 "2021-03-08T18:39:31Z")\ **Posts on this page:** 9\ **Page:** 1
**Author:** ![BTron](https://dub1.discourse-cdn.com/monzo/user_avatar/community.monzo.com/btron/32/60814_2.png) [@BTron](https://community.monzo.com/u/BTron)\ **Post date:** [8 March 2021 18:39 UTC](https://community.monzo.com/t/new-phone-login-doesnt-work/114798/1 "2021-03-08T18:39:31Z")
I have a new phone, downloaded the app and tried to login. I get the following error. ![IMG_5831FB9235BE-1](https://global.discourse-cdn.com/monzo/original/3X/0/2/028e0f8acc5da09c7a2d4c36f728bafddc0df787.jpeg) Also I tried to log via [web.monzo.com](http://web.monzo.com) and the page freezes and does nothing (I tried in Safari, Chrome and Firefox), however I can still access fine on my previous phone. ---
**Author:** ![tbutz](https://dub1.discourse-cdn.com/monzo/user_avatar/community.monzo.com/tbutz/32/95851_2.png) [@tbutz](https://community.monzo.com/u/tbutz)\ **Post date:** [8 March 2021 18:47 UTC](https://community.monzo.com/t/new-phone-login-doesnt-work/114798/2 "2021-03-08T18:47:05Z")
Have you tried deleting the app on your new phone and re-downloading it? I think if you do the migration from one phone to another it can get messed up and this seems to fix it. Won’t hurt to try. ---
**Author:** ![davidwalton](https://dub1.discourse-cdn.com/monzo/user_avatar/community.monzo.com/davidwalton/32/111540_2.png) [@davidwalton](https://community.monzo.com/u/davidwalton)\ **Post date:** [8 March 2021 18:48 UTC](https://community.monzo.com/t/new-phone-login-doesnt-work/114798/3 "2021-03-08T18:48:28Z")
Hi @BTron & welcome 👋 Try running through the steps here: > [@Monzo App sign-up/login/access issues - common things to try](https://community.monzo.com/t/monzo-app-sign-up-login-access-issues-common-things-to-try/78000): > > There have been several reports of users being unable to run the app (before sign-up is complete) and also after sign-up/verification has been done. There are several common causes for these situations, detailed below:- (Recent changes to the Monzo app suggest a check for VPN activity may be used when signing up for an account. Disable any VPN while applying just to be sure) Monzo App fails to run, or closes, on first run before initial account sign-up can be achieved: Is your default Camer… ---
**Author:** ![BTron](https://dub1.discourse-cdn.com/monzo/user_avatar/community.monzo.com/btron/32/60814_2.png) [@BTron](https://community.monzo.com/u/BTron)\ **Post date:** [8 March 2021 18:59 UTC](https://community.monzo.com/t/new-phone-login-doesnt-work/114798/4 "2021-03-08T18:59:27Z")
> [@Monzo App sign-up/login/access issues - common things to try](https://community.monzo.com/t/monzo-app-sign-up-login-access-issues-common-things-to-try/78000/1): > > e have been several reports of users being unable to run the app (before sign-up is complete) and also after sign-up/verification has been done. There are several common causes for these situations, detailed below:- Monzo App fails to run, or closes, on first run before initial account sign-up can be achieved: Is I didn’t do the migration, it is a fresh install, and yes I downloaded twice already ---
**Author:** ![BTron](https://dub1.discourse-cdn.com/monzo/user_avatar/community.monzo.com/btron/32/60814_2.png) [@BTron](https://community.monzo.com/u/BTron)\ **Post date:** [8 March 2021 19:06 UTC](https://community.monzo.com/t/new-phone-login-doesnt-work/114798/6 "2021-03-08T19:06:57Z")
yes, I tried that, but nothing worked. ---
**Author:** ![Revels](https://dub1.discourse-cdn.com/monzo/user_avatar/community.monzo.com/revels/32/120556_2.png) [@Revels](https://community.monzo.com/u/Revels)\ **Post date:** [8 March 2021 19:20 UTC](https://community.monzo.com/t/new-phone-login-doesnt-work/114798/7 "2021-03-08T19:20:20Z")
Do you have a good connection? Are you using a VPN? Are you in the UK? Did you try the web log in on a computer or your phone? ---
**Author:** ![BTron](https://dub1.discourse-cdn.com/monzo/user_avatar/community.monzo.com/btron/32/60814_2.png) [@BTron](https://community.monzo.com/u/BTron)\ **Post date:** [8 March 2021 19:46 UTC](https://community.monzo.com/t/new-phone-login-doesnt-work/114798/8 "2021-03-08T19:46:14Z")
Thanks for the response, I did it both with wifi and cellular connections, apparently it was some problem with Monzo authentication/login services, since I tried the same right now and it worked. ---
**Author:** ![davidwalton](https://dub1.discourse-cdn.com/monzo/user_avatar/community.monzo.com/davidwalton/32/111540_2.png) [@davidwalton](https://community.monzo.com/u/davidwalton)\ **Post date:** [8 March 2021 20:41 UTC](https://community.monzo.com/t/new-phone-login-doesnt-work/114798/9 "2021-03-08T20:41:34Z")
Thanks for the feedback and good to know you’re up and running with :monzo: on the new phone 👍 ---
**Author:** ![davidwalton](https://dub1.discourse-cdn.com/monzo/user_avatar/community.monzo.com/davidwalton/32/111540_2.png) [@davidwalton](https://community.monzo.com/u/davidwalton)\ **Post date:** [9 March 2021 15:39 UTC](https://community.monzo.com/t/new-phone-login-doesnt-work/114798/10 "2021-03-09T15:39:28Z")
Ah, now it makes sense. At the time this wasn’t known about but it was a Monzo issue with chat and login problems yesterday evening. The ‘different phone’ variable was a complete coincidence. > **[We're experiencing some issues at the moment](https://monzo.statuspage.io/incidents/1z2031409714)**