When do we get the real (card) deal?

Hi Monzo community,

First time poster, long time wanter-of-better-banking-in-the-USA! And as of tonight, I’m a Monzo customer (even after a hour or so hiccup during signup) which means we finally have better banking in the US!

Here’s a few questions about our debit cards since obviously what we got at the SF meetup was a temporary card and I didn’t hear any of these answered:

  1. When will cards with our names arrive?
  2. Will the new cards have contactless support as discussed in your weekly update or will those come later?
  3. Will the card number, CVV and expiration date be the same as our temporaries?
  4. Any ETA whatsoever on getting those snazzy new metal cards you just rolled out announced in the UK? Please let me humbly volunteer myself to be the first and only beta tester in the USA! :smile_cat:
  5. The PIN has already been set for us and I read that I can change it at “most” ATMs. I’ve tried two, one no name one and one Chase ATM and neither of them had a “PIN Change” option, nor have I ever seen an ATM offer me such an option (I’ll also add that at the Chase ATM it showed me options like withdraw and view my balances but whenever I tried to use any of them I was told the PIN was invalid even though I was looking at it in the app at the time! Are the temporary cards not ATM activated or something?)

Also, I added the temporary to Apple Pay, hope that’s cool. I also hope I won’t have to re-add the new card once it arrives.

Thanks so much for trying to force our backwards banking system to begin to move forward even slightly! Excited to be part of this!

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They haven’t been rolled out here yet. A small number of users were offered different scenarios in-app as part of the testing period. But hopefully if and when Plus extends to the US, Metal cards will follow. :blush:

Interesting! In the UK you can do it at pretty much any ATM. Hope you manage to find a way to do it. :credit_card::crossed_fingers:

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Fixed in my post :smile:

Most banks in the UK automatically update your card in Apple Pay but unfortunately Monzo isn’t one of them :frowning: You’ll likely have to add it again. I think it’s something in the way the system works where the old card is fully cancelled before a replacement is issued.

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does “share card replacements” in Monzo labs (UK) not do this for updating a new card into apple pay

I’m not sure actually - would be good if it did.

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I’ve had some cards update in Apple Pay when I get replacements without having to re-add. Let’s hope the partner bank (Sutton) is one of them. I bet they are since they power Square Cash too.

I have never seen this at a US ATM. Most US ATMs read mag stripe rather than chip.

Possibly the chip ATMs can do this, but unfortunately I think Monzo is giving advice from UK coloured glasses.

Both ATMs I used clearly stated they were chip ATMs and required me to leave the card in for the entire transaction so not sure if that’s the issue.

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Hi Robbie, welcome to the community! I really hope you enjoyed the event tonight and got to meet some of the team :raised_hands:

  • When will cards with our names arrive?

We’re working on a card replacement flow as we speak. We don’t have a specific timeline for this but it should be in the coming weeks or months. This is needed so we have a reliable way to replace your card if you need to and this replacement card would likely come direct from our card supplier with your name on.

  • Will the new cards have contactless support as discussed in your weekly update or will those come later?

My current estimate for contactless cards is the end of August. We really wanted to launch with contactless cards from the outset but have run into a few issues as I mentioned in my post. The cards have gone back out to our testing partner this week and we’re waiting on the results. Thanks for being patient on this - it’s something I’ve personally been working on and trying to get out as soon as possible.

  • Will the card number, CVV and expiration date be the same as our temporaries?

No these will be different. Keeping the same card number isn’t something we currently support and as far as I know not something our processor offers. I’ll log this in our feedback however as I think this is a feature which will be useful down the line so you don’t need to update your subscriptions!

  • Any ETA whatsoever on getting those snazzy new metal cards you just rolled out announced in the UK? Please let me humbly volunteer myself to be the first and only beta tester in the USA! :smile_cat:

I’d like one too! We don’t have any current plans to roll these out in the US however.

  • The PIN has already been set for us and I read that I can change it at “most” ATMs. I’ve tried two, one no name one and one Chase ATM and neither of them had a “PIN Change” option, nor have I ever seen an ATM offer me such an option (I’ll also add that at the Chase ATM it showed me options like withdraw and view my balances but whenever I tried to use any of them I was told the PIN was invalid even though I was looking at it in the app at the time! Are the temporary cards not ATM activated or something?)

This is very interesting. I have a few questions (maybe other members of the community can help here too).

  • Does anyone else have any experience changing PINs at an ATM in the US?
  • When you have a PIN in the US, how do you normally change it?
  • In the UK we currently let you set your PIN at sign-up an then if you want to change it you do it at an ATM - we might have to change things up in the US. I’ve relayed this to the product team and will link to this thread.

Hope that helps Robbie, enjoy your new monzo account :+1:

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Thanks for the lengthy response! As for how we normally change a PIN, we need to go into a branch to do so but it can also be done via a phone call. Square Cash App lets us instantly change it in the app (and they’re also Sutton so it’s possible for Monzo I’m sure!)

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Yes, I am familiar with Chase and they require this:

https://www.chase.com/digital/fraud-security/security/faq-debit

Visit a branch to create a new PIN. Or call the number on the back of your card and a PIN will be generated and mailed to you within 5-7 business days.

Apparently Bank of America allowes this over ATM

Hey @robbiet480 - Thanks again for coming to the event and starting this thread!

Our plan is to allow you to update your PIN from within the Monzo app. We went for randomly generated PINs to start as it meant we could release and get feedback sooner. Watch this space!

The ‘PIN invalid’ issues you had was caused by a bug we fixed last night just after the event. Your PIN has now been re-synced in our systems, so the PIN you see in app when you do a PIN reminder should work for payments and ATMs.

One question - where did you see that you can change your PIN at ATMs? We need to make sure we’re not confusing US customers with UK facts.

Thanks again!

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It says it under my PIN (account tab -> PIN). Redacted screenshot attached.

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Thank for such a speedy response!

We’ll fix this for US accounts today, it’ll hit the app stores in a week or so.

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You call the bank and use an automated system to change it. You can go to a branch. HSBC US works in this way at least anyway, no experience with the other banks.

Seems to be a teething issue where some experiences haven’t been fully tested prior to launch (similar to the PayPoint issues).

Not worried since it is a baeta and/or a beeta, right @oliver? :stuck_out_tongue_winking_eye:

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I’ve got one follow up question about cards after talking with some friends in the banking industry today. Please correct me if I’m wrong:

Currently, Monzo is using prepaid cards (via Gaileo is my understanding) that are funded by a Sutton Bank account (as confirmed by my friends and the Sutton terms that US customers accepted at signup). I assume the reason for the prepaid card instead of a real debit card is partially due to the last second issues with contactless cards. Will we be issued a non-prepaid/real debit card once the card replacement flow is completed or will Monzo continue using prepaid cards for the foreseeable future? The reason it matters is because, being a prepaid card, there are certain classes of transaction that will not be possible such as renting a car, a hotel room, paying utility bills etc. I assume thats why Google was declining it when I was trying to pay for my Fi account earlier but could easily be wrong.

Thanks again for your extensive answers and transparency!

What if the card is replaced after being lost, stolen, or used for fraud? Isn’t this the whole point of the Share Card Replacement feature in the UK?

It was a while back, but I think Citi only let you do this at their own ATMs. Most machines in the US are in convenience stores and are designed to make money. Also the majority are ones where you dip the card in and out before you start, rather than keeping the card for the whole transaction.