I used to love that Monzo had no passwords to log in - it was just a simple email link and felt much more secure because of it… until it didn’t work.
I should start by saying that my email address is in a valid format but one that some companies have issues with because they are over zealous on the formatting validation. It’s in the form of email@example.com . I have a back up one for companies that do. Monzo have never had a problem with it and I have received the log in emails to that address before with no issues, the last time was in October, I do reset my phone a lot and have never had issue before.
My phone has had to go in for repair a few times so I needed to reinstall the app. I put in my email, waited for the link and nothing happened. I tried again a few times, nothing, so I clicked on the ‘didn’t receive the email button’ followed the steps there and contacted Monzo from that email address as instructed.
I didn’t hear from Monzo for about a week so I reinstalled the app and tried again a few times & tried via to log in via the emergency web portal - nothing. My email was working, I was receiving other mails, I could send myself a test message. Still no log in email. I tried migrating my email from GSuite to Office 365 temporarily in case there was an issue there (I was getting desperate so wanted to rule everything out my end). Still no mail.
Thinking that i may not have heard from support because all of Monzo were having issues emailing that address I then emailed Monzo from a different email address, explaining the situation. A day or so passed and I hadn’t heard from Monzo and it was getting towards the end of the month. I had bills to pay, my salary was due to go into my Mozo account & I had money to move so really needed access. At that point I felt my only option was to do a current account switch and move everything to my starling account so that I didn’t miss payments. So that’s what I did. I didn’t want to but I didn’t want to miss a mortgage payment more.
A day later Monzo email me on the 2nd address I mailed them on, apologised for the delay and said they were working on response times. I replied explaining that I moved account as I needed access but would love to be able to log into the app so that I could look at getting an account re-opened. Monzo asked to confirm my mobile number and original email, which I did and they then said a specialist was looking at the issue and would get back to me. That was 5 days ago. I know I’m probably being a bit impatient on that part but the whole thing has been going on for almost a month now.
I would REALLY like a Monzo account back & only closed it because of a technical issue I assume is their end. I even tried opening another one with a different email address (I probably shouldn’t have). It obviously said no as I have my original login, but the email address I used is an alias on the same domain of the one I had originally and I got the login mail for that 2nd account.
Anyway, I just wanted to post as a heads up to anyone else who perhaps has a weird email address like me, if that is indeed the issue but if anyone here has any advice on what could have gone wrong or how I could get an account back quickly that would be great. Managing with just one is taking quite a bit of getting used to.