Stuck on “Verifying identity” for one week


I am applying a monzo account. I did set up my account and I’m stuck at the “we’re verifying your account information” 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 one week now!

I called monzo many times and each time I waited 5 minutes, but I still didn’t contact customer service. I emailed, but no one responded.

What should I do?


Phone and email are your only options I’m afraid. Email is slow as they use all their resources for in app chat for customers, so expect it to take several days for a reply :slight_smile: