Stuck on "Verifying identity" for 12 hours


(Nicolas Franck Pauly) #1

Hello!

A few friends of mine told me about Monzo, so I thoughts I should give a look at it.
I downloaded the app yesterday after a friend sent me a magic link.
I did set up my account and I’m stuck at the “verifying identity” screen.

I did send a picture of my Passport and a 5 seconds videos. It says it shouldn’t take more than 5 or 10 minutes, but it has been 12 hours now! What should I do?
I tried uninstalling and reinstalling the app but funny enough when I put my email address, it goes straight to this same “Verifying identity” screen…

Thanks!


(Alex Sherwood) #2

Hi!

I’m sorry to hear that this has happened. Unfortunately this isn’t something that users here can help with but the quickest way to chase this up is to email help@monzo.com or send Monzo a DM on Twitter.


(Nicolas Franck Pauly) #3

Hi Alex,

Thank you for your quick response. I actually got a notification 2 mins after I created this topic asking me to resend a pic of my passport. I’ll do this ASAP and let you know if I get any issues.

Many thanks