# What’s going Monzo **URL:** \ **Category:** Help\ **Created:** [18 November 2018 22:37 UTC](https://community.monzo.com/t/what-s-going-monzo/52171 "2018-11-18T22:37:49Z")\ **Posts on this page:** 20\ **Page:** 1
**Author:** ![Cannatrix](https://avatars.discourse-cdn.com/v4/letter/c/f05b48/32.png) [@Cannatrix](https://community.monzo.com/u/Cannatrix)\ **Post date:** [18 November 2018 22:37 UTC](https://community.monzo.com/t/what-s-going-monzo/52171/1 "2018-11-18T22:37:49Z")
What’s going on with monzo I have been trying to contact you guys for help money has been taken from my account but no one is replying 🥺 I made the switch to full monzo but I am regretting my decision please help me ---
**Author:** ![jwhiterz](https://avatars.discourse-cdn.com/v4/letter/j/c68b51/32.png) [@jwhiterz](https://community.monzo.com/u/jwhiterz)\ **Post date:** [18 November 2018 22:40 UTC](https://community.monzo.com/t/what-s-going-monzo/52171/2 "2018-11-18T22:40:26Z")
Hey @Cannatrix account specific queries can only be dealt with using in app support. I Suggest you start a query and mark it as urgent. If money has been taken from your account it may give you reassurance to freeze your card until you’ve had a response from support. ---
**Author:** ![Cannatrix](https://avatars.discourse-cdn.com/v4/letter/c/f05b48/32.png) [@Cannatrix](https://community.monzo.com/u/Cannatrix)\ **Post date:** [18 November 2018 22:42 UTC](https://community.monzo.com/t/what-s-going-monzo/52171/3 "2018-11-18T22:42:17Z")
I have been messaging for nearly 48hr with no reply and the urgent button is not there for me to press 🥺🥺 ---
**Author:** ![Gaoler](https://avatars.discourse-cdn.com/v4/letter/g/71e660/32.png) [@Gaoler](https://community.monzo.com/u/Gaoler)\ **Post date:** [18 November 2018 22:44 UTC](https://community.monzo.com/t/what-s-going-monzo/52171/4 "2018-11-18T22:44:38Z")
Live chat has “degraded performance”… Whatever that means [https://monzo.statuspage.io/](https://monzo.statuspage.io/) ---
**Author:** ![Cannatrix](https://avatars.discourse-cdn.com/v4/letter/c/f05b48/32.png) [@Cannatrix](https://community.monzo.com/u/Cannatrix)\ **Post date:** [18 November 2018 22:45 UTC](https://community.monzo.com/t/what-s-going-monzo/52171/5 "2018-11-18T22:45:50Z")
Yeah I’ve noticed that. But it’s just not helping when it’s a serious issue. ---
**Author:** ![Gaoler](https://avatars.discourse-cdn.com/v4/letter/g/71e660/32.png) [@Gaoler](https://community.monzo.com/u/Gaoler)\ **Post date:** [18 November 2018 22:46 UTC](https://community.monzo.com/t/what-s-going-monzo/52171/6 "2018-11-18T22:46:49Z")
Does your chat window look like this? , ![getmondo](https://cdck-file-uploads-global.s3.dualstack.us-west-2.amazonaws.com/monzo/original/3X/c/4/c44e311596bd87a196afaef45059fb3bfe32524b.jpeg) If you didn’t select urgent at the start, you may need to start a new thread ---
**Author:** ![Cannatrix](https://avatars.discourse-cdn.com/v4/letter/c/f05b48/32.png) [@Cannatrix](https://community.monzo.com/u/Cannatrix)\ **Post date:** [18 November 2018 22:50 UTC](https://community.monzo.com/t/what-s-going-monzo/52171/7 "2018-11-18T22:50:30Z")
![image](https://cdck-file-uploads-global.s3.dualstack.us-west-2.amazonaws.com/monzo/original/3X/9/0/90916cbfc9da279093bce6498abd185a69c95285.png) ![image](https://cdck-file-uploads-global.s3.dualstack.us-west-2.amazonaws.com/monzo/original/3X/0/a/0a61c66940cf196fada0879b1440eeb994f2e3ad.png) ---
**Author:** ![Rat\_au\_van](https://dub1.discourse-cdn.com/monzo/user_avatar/community.monzo.com/rat_au_van/32/49103_2.png) [@Rat\_au\_van](https://community.monzo.com/u/Rat_au_van)\ **Post date:** [18 November 2018 22:53 UTC](https://community.monzo.com/t/what-s-going-monzo/52171/8 "2018-11-18T22:53:17Z")
Looks like you’re on the old chat but I still have the urgent option 🤔 Not sure if this will help but try emailing [help@monzo.com](mailto:help@monzo.com) and put ‘urgent’ in the subject ---
**Author:** ![Gaoler](https://avatars.discourse-cdn.com/v4/letter/g/71e660/32.png) [@Gaoler](https://community.monzo.com/u/Gaoler)\ **Post date:** [18 November 2018 22:53 UTC](https://community.monzo.com/t/what-s-going-monzo/52171/9 "2018-11-18T22:53:25Z")
iOS… Yuck! 😉 May be a bug > [@Urgent Chat toggle disappeared](https://community.monzo.com/t/urgent-chat-toggle-disappeared/52031/15): > > ISTR Monzo staff speaking in the past of wanting to use machine learning to help triage support calls. I’m just guessing, but maybe part of this A/B testing is not just removing the ‘Urgent’ button, but sending the support tickets from the button-less submisisons to a different bucket (as it where) where they are using some form of AI to see if that will successful float the urgent queries to the top? But I’m only guessing. Hopefully someone from Monzo will come along later to explain what is … ---
**Author:** ![Gaoler](https://avatars.discourse-cdn.com/v4/letter/g/71e660/32.png) [@Gaoler](https://community.monzo.com/u/Gaoler)\ **Post date:** [18 November 2018 22:55 UTC](https://community.monzo.com/t/what-s-going-monzo/52171/10 "2018-11-18T22:55:08Z")
Maybe email as urgent and link in this thread? ---
**Author:** ![Cannatrix](https://avatars.discourse-cdn.com/v4/letter/c/f05b48/32.png) [@Cannatrix](https://community.monzo.com/u/Cannatrix)\ **Post date:** [18 November 2018 22:55 UTC](https://community.monzo.com/t/what-s-going-monzo/52171/11 "2018-11-18T22:55:33Z")
Nothing wrong with with a good iPhone 😂 but that still doesn’t fix my problem 🥺🤦‍♂️ ---
**Author:** ![anon44669337](https://avatars.discourse-cdn.com/v4/letter/a/51bf81/32.png) [@anon44669337](https://community.monzo.com/u/anon44669337)\ **Post date:** [18 November 2018 22:58 UTC](https://community.monzo.com/t/what-s-going-monzo/52171/12 "2018-11-18T22:58:28Z")
As the app mentions chat waiting times are pretty long at the minute, Monzo are recruiting COps as fast as they can to deal with a very large backlog due to fast growth… try messaging a member of the monzo staff like @simonb and/or email the address above and see if they can’t get this prioritised for you. In the mean time maybe freeze your card like someone else suggested just to be on the safe side, hope this gets sorted for you ---
**Author:** ![Gaoler](https://avatars.discourse-cdn.com/v4/letter/g/71e660/32.png) [@Gaoler](https://community.monzo.com/u/Gaoler)\ **Post date:** [18 November 2018 22:59 UTC](https://community.monzo.com/t/what-s-going-monzo/52171/13 "2018-11-18T22:59:41Z")
Out of interest, do you have any open chats? ---
**Author:** ![Cannatrix](https://avatars.discourse-cdn.com/v4/letter/c/f05b48/32.png) [@Cannatrix](https://community.monzo.com/u/Cannatrix)\ **Post date:** [18 November 2018 23:00 UTC](https://community.monzo.com/t/what-s-going-monzo/52171/14 "2018-11-18T23:00:52Z")
Thanks I’ll and get hold of one of the staff but freezing my card is not an option because now monzo is my only account. ---
**Author:** ![Cannatrix](https://avatars.discourse-cdn.com/v4/letter/c/f05b48/32.png) [@Cannatrix](https://community.monzo.com/u/Cannatrix)\ **Post date:** [18 November 2018 23:01 UTC](https://community.monzo.com/t/what-s-going-monzo/52171/15 "2018-11-18T23:01:25Z")
Yes as I have been waiting for a reply for almost 48hrs ---
**Author:** ![Gaoler](https://avatars.discourse-cdn.com/v4/letter/g/71e660/32.png) [@Gaoler](https://community.monzo.com/u/Gaoler)\ **Post date:** [18 November 2018 23:01 UTC](https://community.monzo.com/t/what-s-going-monzo/52171/16 "2018-11-18T23:01:41Z")
You can freeze and unfreeze instantly, so maybe just unfreeze before you do a transaction - I think that’s what’s recommended ---
**Author:** ![anon44669337](https://avatars.discourse-cdn.com/v4/letter/a/51bf81/32.png) [@anon44669337](https://community.monzo.com/u/anon44669337)\ **Post date:** [18 November 2018 23:05 UTC](https://community.monzo.com/t/what-s-going-monzo/52171/17 "2018-11-18T23:05:09Z")
Yeah as @Gaoler mentioned you can freeze/unfreeze instantly so probably worthwhile doing that, if you get it marked as urgent you should hear back a lot faster and hopefully get it solved ASAP ---
**Author:** ![Cannatrix](https://avatars.discourse-cdn.com/v4/letter/c/f05b48/32.png) [@Cannatrix](https://community.monzo.com/u/Cannatrix)\ **Post date:** [18 November 2018 23:05 UTC](https://community.monzo.com/t/what-s-going-monzo/52171/18 "2018-11-18T23:05:44Z")
Thanks for your help guys I’ll keep you posted. ---
**Author:** ![simonb](https://dub1.discourse-cdn.com/monzo/user_avatar/community.monzo.com/simonb/32/78198_2.png) [@simonb](https://community.monzo.com/u/simonb)\ **Post date:** [19 November 2018 00:10 UTC](https://community.monzo.com/t/what-s-going-monzo/52171/19 "2018-11-19T00:10:41Z")
I’m not working today but I’ve asked a colleague to look into this for you @Cannatrix. As you don’t seem to have the “Urgent” option I’ve requested we manually place your query into the Urgent queue. Really sorry about this, we should be able to get this fixed for you shortly! ---
**Author:** ![danmullen](https://dub1.discourse-cdn.com/monzo/user_avatar/community.monzo.com/danmullen/32/24276_2.png) [@danmullen](https://community.monzo.com/u/danmullen)\ **Post date:** [19 November 2018 04:14 UTC](https://community.monzo.com/t/what-s-going-monzo/52171/20 "2018-11-19T04:14:07Z")
Out of interest, what has happened? Is there a transaction with a merchant you don’t recognise, cash been taken from an ATM, money been deducted from your balance, etc.?