Phone Verification Failure

[spgb2906 (Simon Butler)]

Hi. I am trying to log in to the Monzo app for the first time to check the money I sent over night has reached my account. The verification code failed 4 times with the previous install, and after uninstalling and reinstalling a further 3 times with the new install.
I have waited over 30 minutes for an online chat on my mobile, and now given up on that. Can I have some help please

[Dunsford (Colin Robinson)]

Have you tried the phone number on the back of your card?

[caspararemi (Caspar)]

If you’re typing in your phone number, you’re signing up for a new account rather than logging in. Make sure you select Log In rather than Sign Up.

[spgb2906 (Simon Butler)]

Hiya. the only option I have is Log In so pretty sure that’s not the issue. I have seen other strands that if you pull out of the sign on process without completing to the end, and then return, that this has caused similar issues. Reinstalling in my case hasn’t resolved it. I’ll try Dunsford’s suggestion and call the number on the back of the card,

[Ordog]

You need to make sure you’re entering the email address you signed up with. See here:

My account is not working at all

If I recall, when you click LOG IN and then you enter an email address that doesn’t have an account associated with it, it automatically starts taking you through the account creation steps. Instead it should just error in my opinion “invalid credentials” or something along those lines. Phone numbers need to be unique per account.This is why the number can’t be verified because you’re trying to create a new account with a one that is already in use with another account. This is my understandin…

If you’re logging in, it won’t ask you for your phone number.

[spgb2906 (Simon Butler)]

Yep. I win the prize for stupid Monday person. I had a 50/50 choice between emails and was choosing the wrong one

[Ordog]

Haha it’s Monday morning so you’re forgiven

Glad you’ve got it sorted

[anon99402360]

Glad it’s sorted! If it’s any consolation I did the exact same thing a couple of months ago!

[caspararemi (Caspar)]

I just logged in to Revolut for the first time - typed a wrong number first time (I always mistype an 8 for a 0 in my number) and it took me to a sign up page, but I could click back, change the number, and the next page was for my passcode. Monzo should be as simple as that. This issue comes up here daily, someone says they’re trying to log in but it wont accept their phone number.

[Ordog]

Yep I agree

Hopefully they’ll take notice and implement something soon

[Anarchist (Press ‘Help’ search ‘Contact us’ or email help@monzo.com or call 0800 802 1281)]

@Ordog

Hopefully they’ll take notice and implement something soon

They should definitely adjust the flow, I think. They might be reluctant to suggest that the email is incorrect if that would be useful information for would be hackers? Especially as Monzo is reliant on the security of emails and devices.

I’m certainly no expert, by the way. That’s just an uninformed opinion.

[Ordog]

@Anarchist

They might be reluctant to suggest that the email is incorrect if that would be useful information for would be hackers?

That’s right, it’s considered bad practise to do that. Just a generic error that says “invalid credentials” that is shown for either wrong email or password should do it