Thoughts on in app display of definitely lost/stolen card

[monzo2018]

Gobbling up all Monzo cards to wipe out the competition

[SouthseaOne (Michael)]

I thought about using a different Barclays ATM today, outside the branch this time, but again the card slot looked oddly shaped as if to trap my hot coral rectangle of goodness!

[fpmb (Matt B)]

My wallet was stolen Friday. Had various cards including BA Amex and Monzo.

Amex experience:

• has to call to report card stolen

• immediately cancelled
• could still use via Apple Pay

Monzo experience:

• used app to freeze card immediately
• got notifications when thief tried to use card (but was declined) - oddly comforting to know

• can’t use online or via Apple Pay when frozen and don’t have new card yet

My suggestion for Monzo:

• keep freezing feature - it’s great
• when reporting lost/stolen card, immediately issue new card details online for use online and via Apple Pay
• might be nicer experience with multi-card support where old card is still available in case you find it and new card is instantly usable in all but physical card use cases

I believe Revolut and/or Starling make it easy to get a new card number online for the same account.

[awjdean]

The ability to freeze your physical card, but continue to use Apple/Google Pay has already been suggested. You can vote for it here:

More card controls / freeze functionality

I’ve been trying to decide between Monzo and Starling for a little while now, one of the best things for me about Starling (even though i prefer the Monzo UI) is the additional card controls they offer, which i would love to see in Monzo, and would then completely swing me in favour of using the Monzo account/app! They have many more card controls other than just block gambling, location & freeze. My favourite ones are: • Disable contacless payments • Disable online payments • Disable ATM w…

Freeze card but still use Apple or Android Pay

It’s great to be able to freeze card, but I see nationwide have just introduced this feature just like other banks are following in Monzo foot steps - but what I did like is it still leaves Apple / Android pay active. So if you’ve only misplaced your fiscal card you can still spend worry free.

[SouthseaOne (Michael)]

But would that apply to the gap waiting for a new card?

I had declared the card lost, but can Monzo distinguish sufficiently to still use it on Google Pay?

[awjdean]

It should still apply if you’re waiting for a new card since Monzo are able to tell if you’re using Google/Apple Pay.

I think the best solution would be to remove the ability to defrost your physical card if you report it stolen - which is probably what I would have reported it as in your ATM situation.

Since a lost card could still be found, it makes sense to let it be defrosted and used again even if a new card is on the way.

[SouthseaOne (Michael)]

@awjdean

remove the ability to defrost your physical card if you report it stolen

Yes, agree

My partner joined Monzo a year after me and she was able to use Google Pay before receiving the card (which was pretty impressive as she was using it the same day she joined!) as that was a new feature in the intervening period

This welcome innovation has resulted in a lack of symmetry with the replacement card flow though

Could the new card not be added to Google Pay in place of the old one while I wait for the new card in physical form, I wonder aloud

[SouthseaOne (Michael)]

I feel this will be addressed in the near future as described here by @Rika:

International Card Replacement Delivery Fee

We haven’t decided if we’re doing automatic replacements for fraud reasons yet. We’re going to roll it out for non-fraud replacement reasons and then see how things go. It all comes down to what kind of fraud occurred for the replacement to be required (cloned magstripe verses an attempted account takeover, for example). In some cases, we can be fairly confident that the digital card has not been compromised, in others we have to work on the assumption that nothing is safe to carry over. What…

Specifically:

you will be able to re-add your replacement card to Apple Pay or Google Pay before you receive it

What is the “policy” on closing such ideas topics?
Happy as the OP for it to be locked now

[Sam87]

@awjdean

Having a different card number associated to Apple/Google pay than the one on your card is a really good idea.

Although I’ve had difficulty making In-store refunds before for this reason. (i.e. card number on receipt and card number on card I put into machine don’t match).

[Sam87]

Was virtual cards a thing that it being worked on? I can’t remember whether it was rumoured to be, or just requested to be. But if it is, I suspect that will clear up a lot of this.

[monzo2018]

@Sam87

Although I’ve had difficulty making In-store refunds before for this reason. (i.e. card number on receipt and card number on card I put into machine don’t match).

This would happen regardless of whether the Apple Pay digital card was completely dissociated with the physical card (like Apple’s Apple Card) or not. Apple Pay doesn’t transmit your card number during the transaction.

Shops usually like to refund you the same way you made the payment originally, so if you bought the item with Apple Pay, they would refund via Apple Pay and you would present your phone to the contactless reader during the refund process when prompted. This is what’s happened with me and I have never had an issue getting a refund. The receipt from an Apple Pay purchase does not show your card number, just I think (EDIT: confirmed, I’ve just checked) a partial Device Account Number.