Hi,
I had an unusual scenario happen to me today - I previously had a joint account and used it to pay a £25 deposit on a holiday but have since closed the joint account. This deposit was returned and I received a notification on my app (about the money going back into my closed joint account). Now because the joint account is closed, I can’t access it to move the money across to my main account. Please help and please bring back the chat help feature for things like this…
Just search the help section for ‘contact us’ to start a chat
Except the options to chat are no longer there. No longer on the main screen, and also no longer at the bottom of the help articles - like they were if the help article did not resolve the issue… see the screenshot:
but if you type in “contact us” are you saying thats the screen you get ? and if you then scroll down the screenshot that you are showing does it say “I cant find what Im looking for”
No, but is that really what users are expected to do, type in “contact us”? There was previously a simple way, if the help articles didn’t provide an answer to get more help. How is an average user supposed to know they need to go back to the home screen and type “contact us”? Doesn’t seem like a step right, feels like going backwards.
I’m not sure how that is expected. Help article doesn’t answer my issue, and there is no way to get further support from the Main Help screen or from the help article. The only way I’ve found to speak to someone at Monzo is to send twitter DMs. Or are you saying that the option to chat does show up for you?
I dont know but if I was looking to contact chat , I would probably do what the help screen asks me to do
by typing in “Chat” or “contact” …or whatever you want to put into the question box …which will then also lead you to "cant find what Im looking for "
they dont though …you either type your question in the box or scroll through the suggested help topics and at the bottom of the screen it says "Chat with us " and Im 60, a computer novice , and can work that out 
What I’m saying is that my app doesn’t have an option to chat at the Bottom of the screen. Today, unlike in the past, there is no option to “chat with us”
There is also no option on the home screen. And searching for “Chat”, also does not lead to an option - see screenshot. Clicking though to any of those options, also does not give the option to “chat with us”.
I am proficient with computers / online services, and know to contact them, and this still seems unnecessarily difficult / opaque.
They just confirmed on Twitter that this is the case , that they indeed removed Chat from the article pages- They said that if they put chat at the bottom of each page, people just automatically click through without people giving the article a chat. I gave my feedback that then they should continue to ask until the issue is resolved, or at least make it easier to reach by searching “chat”
We’ve seen a lot of evidence to support this on here recently. I can certainly see it from both sides.
Yes, I get it. I’m pleased that they were very quick and responsive on Twitter to point out how I can get help. and that it seems important topics still have button to connect with them. Just this weekend had to report a fraudulent transaction and I remember seeing it was easy to get in contact. I didn’t need to in the end, as their automated process worked really well!
It is. What strikes me as very odd for a bank is that the only point of contact on the above page is a forum for customers. 
Urgh. Directing people here for us to answer their questions is really bad!
Chat shouldn’t be as easy as it used to be, but it shouldn’t be as hard as it is now.
I apologise for my insistent comments then on how easy it is , most on the forum are quite happy to help with problems concerning the functioning of the app , but does make us look quite foolish for insisting your app should function like my app , it does make it really quite difficult to have the discussion of how easy or hard it is to contact chat when we are guinea pigs with different app layouts 
Playing devil’s advocate, is that really true of are they actually trying to do things differently to ‘the way things are always done’? With something ‘new’ like this, you’re only doing it wrong if it fails. If it succeeds then you’re a visionary.
People are too reluctant to do anything themselves, Monzo will have to fight a battle to fix that and I think currently they are weighting it a little too far one way.
Sky (surprisingly) have this done quite well. A series of options guides you to either a solution, or to talk to someone. You can’t just get someone straight away without trying to self-solve, but if it’s needed, you can get that help.
There’s countless threads on here started by a new user asking the simplest questions. Questions that are solved in the app by searching, not for chat, but what they want to know the answer to. Questions about getting paid early or pots etc etc. That doesn’t need human interaction. But if your question is more in-depth or you didn’t find an answer, you should be able to talk to someone and not be directed to a forum!
I think this is a naive way of thinking. Some people may not be as apt at using mobile apps as we may be. Certainly not my mum for example - she’s just lucky I’m at the end of the phone.
Let’s not berate people trying to find a solution. That is after all what a community is for, to help others. We should be welcoming people and I’m quite happy to point people with a direct link to an answer to their question.
Yeah it’s weird that the absolute most direct way, now, is to search “Contact” - there is a link inside there to start a chat. (And specifically that the word “Chat” does not return the same article).
Not sure if the lack of article for Chat is on purpose, but when I first had this problem that was the obvious search term (I didn’t even consider “Contact”, for some reason).
I don’t know if things are still changing - but I’m now back on the track where I have a “I can’t find what I’m looking for” button that takes me to Chat - for a while I did not.
But it’s equally frustrating that the experience isn’t consistent for everyone, it makes it really hard to point in the right direction.
In iOS however, I did find you can use the “Shortcuts” app to create a deeplink to the Chat function, so you can have a “Monzo Chat” link on your home screen, if you were so inclined.
