Online support so poor, can't update my details :(

Help
1

I used my work e-mail address once opened the account on Monzo, as well my work phone. Now me work e-mail address has been blocked and I have to return my work phone as well, so I wanted to update everything on my app:

  1. Update my e-mail to my personal
  2. Move the app to my personal phone
    I could not do no.1 as it says that e-mail address has been takes (have no idea why), I have been trying to chat, 3 persons has changed to help me and it is taking ages, and I am getting really nervous as I have to return all my work equipment and I might end up with no access to my money and savings as well. And I can not do no. 2 as my email is not working, so, if I log out from the app, I won’t be able to log in again.
    Has anyone had the same issue? Can advice what to do?
    Time is flying and I need to sort this out ASAP.
    Madara
2

Are you 100% certain you haven’t created another account?

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4

Thanks for reply!
Yes, no I see that it is hard to change it, but it should be doable though. People do change devices…
And I do have only one account, and I have been a Monzo client since February and have never used it before. Actually I heard about it first time in February when I moved to UK. So far from usage perspective it has been great, but when it comes to support, it makes me willing to change a bank. Really poor :frowning: I have send the last message today 8am, and so far no reply.
Thanks!
Madara

6

Even if you have to return your phone to work you can still recover your account with an ID check, so I wouldn’t worry about that, but it may take time.

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7

No, I am pretty sure I have one Monzo account. I have tried to install the app on my personal phone - and so far it says: We’re verifying your account information. I used my personal email on this.
I am afraid now - if I log out from my work phone app, I won’t be able to log into my personal phone, and then I won’t be able to manage my account.
When I try to log in on my laptop, it says: E-mail account does not exist (on both email addresses - personal and work). So I am really confused…
Madara

8

That’s the problem - it sounds very much like what you’ve done here is apply for a new account using your personal details.

You’ll have to wait for the COps to get back to you in-app so they can look at the situation and try and resolve it.

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9

That’s you starting the new account flow, so that’s why they’re saying it’s already used.

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10

Oh OK, thanks, that might work.
So from this it sounds that I have completed sign-up only with my work e-mail, and it could be so that my personal e-mail is still waiting for confirmation, but - that can’t happen as I am still signed in on my work phone app that is connected to work e-mail.
I can try to log out from work phone now, but I am scared that I won’t be able to log in back :grimacing: That’s my only concern.
Thanks for support! :slight_smile:

1 Like
12

OK yes, this is starting to make sense… I guess I just have to log out from work phone and then log in with my personal phone and e-mail by proving ID.
Thanks!
Madara

13

Don’t log out.

Your personal email will fail confirmation because the checks will show you already have an account.

You need to stay logged in so you can chat to the COps using the in-app support in order to try and resolve this.

If you get logged out you’ll have to use email or phone to try and get things sorted, which will take longer.

14

Yes, I was thinking the same… That’s why wanted to reach out for support, thanks

At this point I still have work phone available, but not the e-mail though. So really wanted to update my email address in app

15

If you stay logged in, you should eventually be able to get things sorted the easiest way possible. Not having access to the old email shouldn’t be a problem because you can explain that you no longer have access to it, and Monzo will have other ways of verifying who you are before updating your details.

In short, patience would appear to be the key here. Just make sure you don’t log out of the app, as if you do then you’ll have no access to in-app chat, and you’ll need even more patience as you try and get it resolved by email/phone instead, which will take a lot longer.

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16

Thanks :slight_smile:
Here in the chat I logged in with my personal e-mail address, so it worked and recognizded me. I would assume this confirms that I have started new sign-up and that’s why on work phone app it shows: e-mail already taken.

From experience - how long does it take to solve issues like this?
Thanks!
Madara

18

This is exactly what I did on my work phone app - and the notificiation says: E-mail already taken.
So I started the online support chat and I am stuck with them now… No response

20

Thanks! Will try that

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21

I just wonder - would it require to reset my iphone to new “dummy” e-mail address?

22

Looks like you’re getting there. Forumers to the rescue again!

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