Sudden topup limitation


(Sam Harris) #1

I’ve been using Monzo daily for the last few months and have loved the experience.
However out of nowhere tonight I got a message saying that I couldn’t top up because I’d reached my topup limits.
Monzo is the only card I carry with me now, so I was stranded without any money which can be a dangerous and scary situation to be in.
I spoke to customer service and they were of no help.
I’m sure the top-up limits are buried in the terms and conditions somewhere but there REALLY needs to be some sort of notification that you’re approaching these limits so you don’t leave home without other means of paying for things.
I’ve trusted Monzo enough to be the only card in my wallet but this paired with the outages last Friday means that this is no longer the case.


( related to Monzo CEO, Investor in Monzo ) #2

on iOs its on the card screen / settings / spending and top up limits - so only three steps to find out what they are


(Alex Sherwood) #3

That doesn’t sound like a great experience. The limits aren’t hidden but I expect they do catch some new users like yourself out.

You can view the limits in your app’s setting & here https://monzo.com/terms/#charges.

After you’ve used the card for more than 2 months, you can ask the customer support team to increase your limits.

Edit

But as Ian mentions below, in the meantime you can get yourself verified. I expect that’s what the support team told you. You might not have been able to complete that process immediately but that’s not the same as Monzo “being no help”. It would be good to see their response.


(Marcel W.) #4

Sorry to hear that you had a bad experience :cry: As :monzo: is still in BETA it is always good to carry an extra card with you. Due to the BETA, there are also the limits on your account.
I know on Android you can check your limits under the settings tab. As Android is behind I believe IOS will definitely show you how much you can top up till you hit your limit as well.

I do understand the frustration but as the current account is not far away I hope all of those issues will be sorted with the launch :slight_smile:


( related to Monzo CEO, Investor in Monzo ) #5

in section 17 on T and Cs shows the card top up limits for various stages of user verification - I do agree there should be some sort of advanced notification of reaching limits - 10% ?


(Rika Raybould) #6

As much as I want to champion this, Monzo is still a beta prepaid card. It has always been recommended to not carry it as your only card to avoid these exact types of situations. :slight_frown:

Customer services reportedly being of no help sounds like something @emma_mondo might want to take a look at.

I do agree that there should be some more notifications about limits, however the whole model of limits and their amounts is about to potentially change with the rollout of the Monzo current account and full debit card.

Limits themselves are certainly visible in the app and it’s possible to get higher limits in two stages, the first is identity verification as shown in the following video that @Naji produced. (On Android, the limits are shown in a similar place.)

The second stage limit raise is quite recent and is explained in this post. The full eligibility criteria hasn’t been made public but it might be worth asking if this can be checked for your account.


( related to Monzo CEO, Investor in Monzo ) #7

Im guessing you’re an unverified user sam - as a verified user your top up limits would be 5 grand a month :slight_smile: ?

  • also very surprised that Monzo support “were of no help”

#8

You must be either an unverified user or a very heavy verified user. You may want to check out this thread, and see if those higher limits are what you have. If they aren’t, maybe contact support and see if you can get them?


(Sam Harris) #9

Thanks for the replies.

To clarify I was an unverified user - I had no idea the verification option existed until I got the warning that I had reached my limits.

When I first contacted customer support they simply referred me to the standard verification process which didn’t help in my immediate problems. I stressed that I was stranded without money and I did actually get an offer to speed along the verifcation process, but this happened an hour later and I had already borrowed money from a friend to return home and get my other card.

So my ‘of no help’ comment is not really fair to Monzo here (I wrote that before I got their response) and the delay is understandable as it was a saturday evening.

I still think there should be a warning when approaching your limits, and also perhaps make the verification option a bit more obvious? Given how much I use Monzo I definitely would have verified as soon as I could if I knew it was an option.


#10

Hey @SamTHarris, glad everything has been sorted :muscle:

The limits will be obsolete, once the current accounts launch :soon: so hopefully this sort of issue won’t happen.


(Joe Wroe) #11

@HoddzDJ Just a point to add to this, the only place I’ve ever seen advice to carry multiple cards is in direct communication from a Monzo employee. It occurs regularly, but if you’re not in the right place at the right time I can see it could be easy to miss.

Is there any harm in a ‘reminder’ in users feed’s, or somewhere obvious on the app to make sure it’s always absolutely clear?


(Alex Sherwood) #12

There’s also a clear message in the card activation flow - I’m guessing it’s been a while since you went through that process :wink:


(Joe Wroe) #13

That was for Mondo wasn’t it!!!


(Alex Sherwood) #14

New users still see it when they sign up.


(Emma) #15

Hi Sam,

I just wanted to reach out and say I’m very sorry that your customer support experience wasn’t great during this experience. We are working really hard to get a 24/7 customer support clock that can answer questions right away (even on a Saturday night). @alexs is correct that we now automatically include this in the onboarding if you are not verified when you sign up. In addition, we are building in a better warning system for when you are reaching your limits.

Let me know if there is anything further I can help you out with or if you have any further feedback!

Best,
Emma