Under 16's account app not working

Help Bug Reports
1

Well I ordered a new card for my 14yr old after opening the 6-15 kids account. Card on the way.

But it would not allow me to open the app for him on his phone.

Downloaded the app on his phone, scanned the QR code from my app - The app on his phone then asked to confirm his Name and DOB after clicking the magic link from his email..

When I entered his date of Birth (He’s 14, 15 tomorrow), it said he needed to be 15 to open the app!! What? This is a 6-15yr account.

Deleted the app and tried again. Same error.

Well will try tomorrow when he’s 15 but that’s not supposed to work that way is it? From 6 yrs of age it says.

Anyone else had the same issue or did I miss a step?

Thanks

1 Like
2

Is the device on which the app (Under16 account) is running on set to ‘UK English’ language?

There have been instances of different language settings causing unexpected issues with entering dates in the Monzo app.

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3

ah will have a look thanks. Could be a USA/UK date format issue?

4

Ooh - are you in the US, using a US Monzo account?

5

No UK. But will check his phone set up anyway.
Or try tomorrow on his 15th.

Not sure why it says you must be 15 when it’s a 6-15 account.

It allowed me to create his account and card from my app with the correct DOB etc.

6

Sounds like youre trying to open a new account and not login to existing account. Dont enter an email when opening the app, there should be an option for logging in without it

1 Like
7

Yep think I made that mistake - may need to contact Help
It said download the app, think it asked me to enter his email which I did, then I scanned the QR code on my app and opened the magic link on his phone - asked for his name and DOB which then it errors out.
Then it goes wrong. Wasn’t that clear tbh.

8

Clear the app data, uninstall it and reinstall it on his phone. Should start fresh and don’t enter an email :slight_smile: