Smashed Camera Lens - Can't upload ID

Help
1

Hi,

I’m messaging on behalf on my husband who is currently trying to open an account with Monzo.

He had got to the stage where he needs to upload a pic of his ID, but the lens the apps is using is smashed and therefore not a clear photo.

We’ve tried to see if we can select a lens via his phone but it seems not an option.

We also can’t upload an image. It seems to be live camera only.

He has emailed a support email address. They did reply but referred to it as a selfie and that he can just upload one. So in a nutshell they didn’t seem to understand the issue and he’s not received a further reply.

Is there anyway he can submit the ID without doing it via the app? Or a support email address where someone will understand?

I have also recently joined Monzo and we want to get a joint account too.

Thanks

2

Can you not choose the other camera on the device to take the image or is it fixed on the rear camera only?

1 Like
3

Sign out of your account on your phone, get him to start signing up as a new user on your phone - go through the ID checks and then sign out when it’s all done, then he can sign in with the app on his phone.

4

And require an ID check on the new phone :joy:

1 Like
5

Bang on - you’ll need to complete an ID challenge on any new device you sign into.

The easiest solution is probably to get the broken camera fixed

3 Likes
6

I’ve just tested this by installing the app on my iPad and it asked me to carry out the selfie ID check so would use the front-facing camera, not the broken rear one.

7

Ah, I misunderstood I think.

Is the rear camera broken, rather than the front one? If so, you can sign up using a device which has. functioning rear camera, but you’ll need a functioning front camera to be able to sign in to any device and pass the IDV challenge on login.