There is no urgent toggle on the new chat. I think it would be best if we just stopped mentioning the urgent thing nowadays as it only brings more confusion from users who are on the new chat (and all new users are).
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there was no urgent box and hasnt been since the last app update
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Definitely an urgent toggle:
https://community.monzo.com/t/slow-support-responses/48389/167?u=peter_g
@anon1600231, would you be able to investigate? Lots of reports of missing urgent toggles on here 
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Are you on the latest app update? As I don’t have that option. Approaching 19 hours now. My card and account name is wrong. 
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I am on the new chat and I definitely don’t have that.
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android version 2.25.1 no urgent option disappeared with last update
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Sounds like there’s definitely a bug here. Nothing we can do on here to fix it immediately though (not being Monzo staff and all).
I’d suggest calling/emailing for anything super urgent. 
ive called several times and im still waiting for the IVR promissed call back and also emailed the help@monzo mailbox… 52 hours and counting!
I think if this was a bug Monzo would acknowledge it and fix it.
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By the sounds of it from other posts this doesn’t help either, there’s no one on the phone and emails are just as slow.
No urgent options, so i guess that means waiting days is the new normal?
It sounds like their support is collapsing under the weight of the number of customers they have and they are simply unable to scale. But that doesn’t matter, days for a response isnt acceptable.
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id just like them to acknowledge my support ticket
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It sounds like their support is collapsing under the weight of the number of customers they have and they are simply unable to scale
So much for “growth” and ads on the tube. 
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I asked about this explicitly:
This is the response:
Sounded to me like the urgent toggle was meant to be there, meaning there’s an issue if it isn’t? 
I wonder if he’s talking about the Intercom chat.
The fact the toggle is missing for individual accounts (presumably the first thing they’d be developing for) on both iOS and Android (totally separate codebases) suggests its intentional.
I’m on the new chat - button present as per the above screenshot. 
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Pretty sure I read somewhere they were doing A/B testing with the toggle so it probably is intentional. Probably not a good time to be doing that though 
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Its present for me as well.
Makes it sound like there doing some A/B testing.
Nevermind. I’m not sure what’s going on then… but I still think until the situation is resolved it’s best not to recommend the urgent option as it leads to even more confusion should the bug (?) cause the button not to be visible.
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So what do you do if you have an urgent request? come here and complain loud enough? That seems to be the only way at the moment.
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