I just had the most frustrating experience. I’ve got my family using Monzo, I got an urgent message saying they don’t know how to add money. I opened my app and tried to guide them using my phone.
I had to get them to send me their screen before I realised the confusion.
Turns out the UI of the app differs on different devices. The “top up by card” is not even visible on a smaller iPhone and instead there is an obscure card icon that they were just supposed to realise was the same thing.
They contacted customer services but there was no reply so they’ve come to me. I’m noticing this as well. Replies over IM used to be instant - now they can be hours or days.
From my POV this needs to better. It needs to be clear what this icon is - also there needs to be an education piece within this section. Trying to explain to explain to old people that Monzo don’t always reply fast you need to click urgent is a whole different process.
…"no last time you added money by card…yes you gave them your card…you did…no this is not the same as bank transfer…you need to add the details as a payee to your current bank…you need to forget the old way they’ve changed it…they just have…go into your banking app and add the sort code and accounts…they are the same as any other bank…you didn’t do a bank transfer last time you added money a different way… good you’ve topped up…no listen to me you need to add them that icon might not always be there…
They’ve got so used to topping up by card for Monzo only. That icon needs to be clearer, also have a small education screen explaining the difference.