Pin blocked, phone stolen, need to be contacted to unblock

I had my phone and monzo card stole yesterday. Luckily, i have managed to get the card back ,but not before it was used and declined at a bar. so now i have no phone to use in app service and probably cant sign up on someone elses phone. what can i do?

Hi @mfh666,

I’m so sorry to hear about this :disappointed:

The best thing to do is to shoot and email to help@monzo.com so we can have a look into this for you and investigate what’s happened :+1:

Once again, I am really sorry about the stress and worry this has caused you and we would love to do our best to put this right :pray:

4 Likes

Hi, i am currently abroad. What do i need to email, what information. As i have the card back now i can use it at an atm, but the thief had attempted the pin 3 times it seems. We then got it back after i went to the bar i saw it had been used.

Just send us an email and we can look into it for you :blush: If you include a link to this it will save you having to type it out again :+1:

2 Likes

sent an email earlier, not had a reply. I need money to buy a new phone. Can we sort this today?

Are you able to get access to a phone to try and phone them using the number on the back of your card?

Currently i cant, just this PC at my hostel.

Losing a mobile phone with the website being so stripped back really doesnt help.

You can download the app and log into your account on any compatible smartphone.

2 Likes

how did you find out your card had been used and declined at a bar ?

1 Like

The online site showed the name of the bar as a declinded and then frozen attempt.

1 Like

Can you use Monzo web to order a new card? Those card details are compromised now so you’d need a new one

No you can only freeze and unfreeze and you can’t use an ATM abroad to unblock the pin either :confounded:

Hello @mfh666,

Can you DM me your email address?

4 Likes

How do i DM. I am on an indonesian phone.

Click this link - @BethS then click the message button below @BethS face and message from there

2 Likes

Impressive response, folks. @mfh666, do keep us posted if/when you can. And good luck…:smiley:

3 Likes

I did. But after contacting Monzo in app.

1 Like