Prepaid card payments, tops ups, p2p payments and card activations not working

(Naji Esiri) #1

Some of you may have received the in app message to inform you of the outage we are currently experiencing affecting pre paid accounts.

Our third party card processor is experiencing technical difficulties which are affecting payments, tops ups, p2p payments and card activations. They are investigating as priority and we’ll keep you updated on our status page here on the forum and on Twitter too.

Current accounts are not affected.

We’d advise that you keep another card with you in the meantime, thanks so much for your patience and understanding - this isn’t acceptable and we’re working hard to ensure we have a reliable platform on which to run the current account. More news on that soon!

(Naji Esiri) #2

Top ups are now working again :+1:

Loot issues
(Naji Esiri) #3

And we’re back!

Thanks so much for bearing with us and I really hope this hasn’t inconvenienced your journies home too much :slightly_smiling_face:

(Lee Ferguson) #4

Hi topped up just before the issues showing as out of bank account by debit card top up but not showing on Monzo card how can I resolve this?

(Richard Edwards) #5

Open an in app chat to chase it. It can take up to 24 hours to get back to normal following an outage apparently.

(Richard Edwards) #6

It would be useful to receive a push notification for both when an outage is first known about and when it is resolved.

I had the embarrassment of trying the card several times today and it being declined.

(sophia whitter) #7

Hi there

I had some issues with this around 5pm today, and I could not make any payments contactless or with pin nor could I withdraw cash, additionally this evening on checking my balance there was £10 missing even though the transaction i had attempted (which was roughly that amount) did show up as declined, on my app…so i used the help link and a nice person promptly refreshed my balance and rehashed the third party issue over to me I enjoy using monzo do hope it all gets sorted very soon as it is unfortunate and some people may not have the patience honestly I was ok and had cash in another account i think if this would have happened to me during my holiday i may have been a little more peeved :sunglasses: looking forward to monzo attaining full account status so these outages are a thing of the past :grin:

(Naji Esiri) #8

@fergo If you reach out via the in app chat the support team will be able to assist you with this!

@Richard1 you can actually subscribe to SMS alerts via our status page which could be handy! Just text STOP to unsubscribe any time :slightly_smiling_face:

Unsubscribe from alerts?
( related to Monzo CEO, Investor in Monzo ) #9

just for clarity there are different status pages for pre paid and current accounts with differing text message headers so you know which is having problems

(Naji Esiri) closed #10

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