I swear I can’t find the chat in the app. It was there before! I don’t use Monzo as my primary account so I’m not in the loop with all the app updates, have they removed it??
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Search “contact” and you’ll find it.
They’ve made it harder to find for some to try and get people to look for the answer themselves first.
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Thanks! Found it! That would have been impossible to find on my own
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are all the apps showing different things because when i go to help and scroll down to the bottom of the screen the chat with us is there that take you straight to chat, it shows like that in official app and beta app🤔
i did tried them both and it’s there
Sadly, its not a test of a new approach.
Monzo have already decided to roll it out to everyone - it’s just a staged rollout.
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Are we sure though? I definitely didn’t have the chat button for a few months but now it’s back on the help page.
Seems like they’re testing having the button back for certain users?
Yes, it’s a deliberate decision by Monzo to try and force customers to use its FAQ function by making in-app chat a lot harder to locate.
Sadly, it doesn’t look as if Monzo made sure its FAQs etc were good enough before starting to implementing this change
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I’m sure they did too. So it’s not just you.
Chat/support needs major work.
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I feel it’s kinda difficult, imagine if someone needed it in an emergency but had no idea if this community site - They’ll be clueless to what to do.
Deep down I hope they don’t completely remove the chat
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I can’t see them ever removing it, even if they wanted to, as some problems will always be too tough or variable for an automated approach, but the majority of times I contacted them a form for providing evidence for a reversal would have been a better solution for everyone. The only other times I had to contact them was the repeated cock-ups by Southern Water of my direct debit and that did require the personal toich
By everyone I only meant the COps and myself really. Sorry for the lack of precision on that point
Finding a way to reduce the COps burden for those people who can cope with an automated system has benefits for those who cannot by freeing up their time a bit
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Maybe there could be a very obvious option to indicate a discomfort with the system, allowing fallback to chat. I would never envisage the automated approach being the only way to achieve something, but me taking up a COps time to fill in a web form seems the wrong balance right now
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Quite possibly. While it’s true that a Monzo staff member said on here that it was a staggered roll out, it’s entirely possible that due to customer feedback, Monzo are reassessing whether they’ve got it right.
That or someone has accidentally flipped a flag on your account and you’re lucky to have regained it unintentionally. 
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Not that I’ve actually been clicking it, but every time one of these threads pops up I take a look and I’ve had it throughout. If there was a rollout it was never a total one evidently
Spurred on by the thoughts of online forms, I went for the first time in ages to the HSBC website to see if you can amend your CC direct debit online
So now you can. Praise be I thought. But it proved horrendous from both an accessibility and mobile use viewpoint and ultimately dumped me twice at a 404 page
Still absolute dross from them then more often than not, but I thought you would appreciate the Captcha like code on the first attempt:
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For the record there’s no phased roll out going on. It’s fully rolled out now and you either see the button on the help page (depending on various criteria) or you don’t, and see it on various help articles instead.
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Happy cake day Dan 
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I’m not actually sure what the criteria is to be honest, and I’m not sure whether we’d share that as it might lead to some people gaming the system.
Thanks for the happy cake day wishes! I’ve been at Monzo for one year and six days now! 
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“Are you annoying and always bug chat?”
“Have you ignored all help articles?”
“Are you a Liverpool fan?”
“Do you have your phone on loud?”
If yes to any, NO CHAT FOR YOU!
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You mean trying to contact the financial institution that holds their money right?
Edit… Why was this flagged??
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