What’s the criteria for seeing it on the help page?
Edit: happy cake day!
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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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The plot thickens! 
I’d love to know the criteria for this…
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@Dan5 I appreciate that this won’t have been your decision but as a shareholder and customer I’m deeply concerned about this approach.
It appears to be effectively consigning some (the majority?) customers to second class status.
It might not matter as much if the help articles were actually useful and there was an easy way to escalate if the FAQ didn’t help but that’s not the case.
Also, if Monzo is trying to convert customers to use them as their main account… well that’s less likely if they can’t find the function…
Edit: I also think that Monzo might well be breaching the FCAs Fair Treatment Principles
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Can confirm this one is not implemented. Up the mighty Reds
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Since people are assuming it is based on customer criteria… I’ll throw my guess out there that it’s based on help article criteria.
EG. If it’s something that you can (and should) do yourself you won’t see the button, otherwise you will 
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That would have been my thought, but Dan seemed to be alluding to whether or not the help button appears at the bottom of the help page, regardless of what your issue may be or what you search for.
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Help should be available for everyone if they need it.
But not everyone needs it. That’s the key.
Monzo are not stopping anyone from talking to support, it’s there for everyone, just not as obvious for some.
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That’s very interesting. I would suspect it may end up depending on the criteria they’re using though, which could end up leading into an issue of discrimination too. Murky waters here, for sure.
Would personally love for some of Monzo’s old style transparency on this.
As a side thought, it may be useful for Monzo to actually showcase somewhere the two different methods of accessing chat, might help reduce some of the noise we see on here, and better help point people in the right direction.
But they aren’t making it easy either
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Do you think in the app there should be a big chat button and you can press that 24/7 and talk to someone about what you want help with?
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I don’t think your theory holds water as the favoured few can totally bypass the FAQs and go to the in-app chat so Monzo has no idea what/why they wanted to know about in advance
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I think there should be, yes.
Some fintechs choose to lock that level of support behind a paywall, because good support costs good money. Whilst I wouldn’t generally like that, it’s something even Apple used to do, and it would be another benefit to plus.
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It wasn’t a trick question. I was genuinely curious.
Monzo can’t afford this level of service. Old banks so it because they always have and can’t take it away.
I think self-serve first is fine, Monzo does this but doesn’t escalate. If it doesn’t solve your issue, there’s no chat or anything. That’s what I think is the issue.
I don’t think there’s a problem with funnelling people in the first instance.
FYI, you can edit posts to add more images.
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