Recurring top up fails


(Davide) #1

Whenever I try to top up using my Barclays debit card, I get an error message saying *Sorry, your card was declined. Please try a different card. But when I re-enter details manually, everything works. Anyone have the same problem?


( related to Monzo CEO, Investor in Monzo ) #2

no - but you might want to use the in app chat to tell Monzo staff or email help@monzo.com- they may be able to give you a reason or sort it out for you


(Tristan Thomas) #3

Hey Davide, that’s definitely not right! Can you message us in-app as @iansilversides mentioned and we’ll get it sorted :slight_smile:


(Davide) #4

Hi Tristan, I did message you already.
Thanks,
Davide


(Julia) #5

I also have this issue
Juliaeking@gmail.com


( related to Monzo CEO, Investor in Monzo ) #6

morning Julia,

it might be an idea to email help@monzo.com , or use the in app chat directly to Monzo, rather than hoping a monzo member of staff picks your email up on the public forum and emails you


(Benji) #7

I had the same issue, I was thinking it was a postcode issue!
I’ve got a separate card with a different address than the one for Monzo, and it’ll always decline it. When I go into the card details to enter manually it’ll already be populated with the wrong postcode (the one on the Monzo account!)


(Naji Esiri) #8

@TheEpicBlob @Juju2505star @Davide87 Are you guys all using Barclays debit cards to top up?


(Davide) #9

Yes, I am using a debit card from Barclays. Why?


(Naji Esiri) #10

We’re investigating if this a recurring problem with a particular card issuer or something else! Thanks, will keep you updated! :+1:


(Benji) #11

Hi Naji,
I’m not, I’m using a MasterCard IAC, but it happens regardless (unless I use Apple Pay). Once I go onto the card details and try again by entering the information again, it works flawless.

Thanks!


(Naji Esiri) #12

@TheEpicBlob We’ve had sporadic reports of this but haven’t found a concrete cause/solution. Would be really helpful if you could PM me your registration details so we can do some digging?