Stuck on "Verifying identity" for 12 hours

(Nicolas Franck Pauly) #1


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…


(Alex Sherwood) #2


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 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