For the past two years, I’ve topped up using ‘Top Up using a Debit Card’ in app every day. Aside from one occasion abroad where I had to call Santander to verify the payment, this has never been an issue.
I haven’t been able to use this feature for a week. I get to the Authenticating Payment stage and receive an Authentication Successful message from Santander. I press confirm. Usually at this point I see the circle loading bar and then my top up goes through. For the past week, instead of the loading screen I get the following pop up: “Sorry, the top up failed because your card was declined by your bank. Please contact your bank for more information and to fix this issue.”
I’ve had four calls with Santander and they are adamant this is a fault from Monzo’s side. They say Monzo are processing the payment as if there’s a physical card reader there (instead of as a digital payment), and when a magnetic strip can’t be recognised the payment is cancelled.
Monzo are adamant it’s Santander blocking the payment. I chatted to a number of Monzo support staff over the past week, and they raised it with a specialist in the payments team, and they’re still telling me it’s being blocked by Santander. They didn’t mention anything about the processing issue Santander believe is the case, so I’m not sure how thoroughly this was investigated. The last message I received said to contact Santander again, and if there’s still no luck to top up using bank transfer only. These usually aren’t as instant as topping up via debit card so it’s not ideal.
None of my other mates who bank with Santander and use Monzo are experiencing this.
Both Santander and Monzo are equally adamant it couldn’t possibly be them.
Has anyone had a similar issue, and what was the solution?