Video Verification for Deaf Users

(Tony Sutton) #1

Hey all,

I’m a new user. I have gone through setting up of my Monzo account and at the end, it wanted me to do an ID verification.

I have taken a photo of my driving licence. Then the final bit - video verification. I aligned my face to it. I press the button.

A text comes up and it want me to talk exactly what it says on screen.

One problem. I am deaf. I do not exactly have a ‘voice’ that everyone understand. What I have is ‘Deaf Voice’ (Google it if you don’t know what it is)

So, how the heck do I go past this step? This is a flaw for disabled people out there.

Please advise.



(Hugh) #2

This is a good example of a user case that perhaps hasn’t appeared in testing.

I suggest you contact the team at so they can better advise (we don’t get told all the nitty gritty details about fraud prevention on here!)
My gut feeling says it is just to verify you are a real human, but it would be best to email them :slight_smile:

Sorry you’ve had this bad user experience - if it’s any consolation this will be noted and improved :smiley:

(Tony Sutton) #3

Sent an Help request via app. And they’ve suggested a workaround, which I have done so.

So that’s my application submitted. Hopefully they will accept it. :slight_smile:


(Simon B) #4

So I think we can improve on this in terms of UX, perhaps with some kind of link to further questions or to direct you to us if there’s an issue. Open to all suggestions!

However with the actual verification itself, I think (but am not 100% sure) that Deaf Voice wouldn’t cause a problem. It might flag for a manual approval, but so do other videos for a myriad of different reasons. It wasn’t that long ago that we had to manually approve most/all submissions, so instances like this were just part and parcel - I certainly recall doing approval on submissions with deaf users in the past.

Regardless, we have manual procedures too if there’s a reason why the first procedure can’t be done.