We can’t offer you an account

Hey Monzo! Yesterday I tried to sign up and went through the identity verification process. I’m only 17 and just realised that my passport was issued back in 2015, only making me 13 years old at the time. My passport picture hasn’t been renewed as it expires next year in 2021. I didn’t realise this would be a problem but I think it was a factor in your company not offering me an account. Is there any way you can look further into this and fix it if possible?

Hi. Welcome.

You are only assuming you know the reason for Monzo to not offer you an account. You won’t get an answer from this customer forum.

You can email help@monzo.com and hopefully you’ll get the reason from them.


Okay, I will now, thanks!

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Should I have gotten a reply by now? It’s been a little over 1 day.

Monzo wouldn’t have rejected because your passport was issued as a child.

It doesn’t matter that the passport was issued when you were 15, what matters is your date of birth is correct, your photo matches your face and it has an expiry date after the day you applied (and the passport is real of course when they validate it with the passport office).

Monzo can actually reject you for any reason, and they legally don’t need to tell you why unfortunately. You are doing the right thing and contacting Monzo but they do not reply quickly to emails which are not a priority. They will get back to you.

Yes I understand that, but you have to understand I look a lot different compared to when I was 13, and I’m guessing that’s the reason I was rejected for an account as my passport picture from 2015 doesn’t match the way my face looks in 2020.

Are you sure your passport hasn’t expired?

Yes I checked it, it expires in 2021.

Then I don’t want to break it to you but your passport may be invalid for identification purposes or usable as a travel document.

You need to get a new passport if you change any of the following:

  • your name
  • your gender
  • your appearance, if you cannot be recognised from your passport photo any more (for example, you’ve had plastic surgery)

You won’t get a reply via email within 1 day. Give it a week.

I thought I had to wait for my passport to expire to get a new passport picture, is there anyway I can update my passport picture?

Oh wow, okay then.

All their resource is used for in app chat for existing customers. Email is really slow

Yeah I can understand that too, I was just gutted I didn’t get offered an account that’s all.

You can renew your passport at any time, but it will be a full renewal at full cost.

See what Monzo say first, but if you do look completely different then it might be best.

Oh okay, thanks anyways!

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