That’s right, and there are several ways we can identify that and in which customers can make us aware of that themselves. 
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I think you’ve misunderstood the point I’m trying to put across. I’m fully aware that Monzo switched to hiding the chat button but for some people it seems to be back.
I’m wondering this too. When we had the whole Plus card envelope debacle I definitely had to search for ‘contact’ to be able to speak to someone and get a new card ordered.
If I go to my app today the button is back, but judging from the posts here it’s not back for everyone. I’m not sure how long it’s been there, but I noticed it earlier in the week when I needed to speak to the team.
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Ive had this form in the app , and have had it for a long time , I dont think Im classed as a vulnerable customer - I think it works very well , starting at the search box " how can we help you " then scrolling down through a few FAQ screen ending up at the chat button
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Personally, I feel almost all of the FAQ should have the chat option.
At the moment, there are FAQ where I can select ‘No’ to if my question was answered and instead of being offered the chat function, I’m just told ‘Thanks for the Feedback’
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Just to add, when I tap the search box I also have a ‘I can’t find what I’m looking for button’. When you tap it chat opens immediately and Spotify starts playing Lionel Richie.
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No chat for me either. I asked some questions in the search, said they didn’t solve my problem and it hasn’t appeared.
And when I say no at the end, there’s no option like others get
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I seem to have moved onto the “chat button exists” stream of users, not sure how, but I must have spammed the deep link often enough to make Chat pop up permantently…
Now I get the Chat button at the bottom of the page, and some topics have chat at the bottom of them
I think my biggest gripe on this whole shenanigans was, at one point - and I don’t know if this is still true - the only way to get Chat if you were on the wrong “version” was to type “contact us”, which myself and many did not find an intuitive thing to search.
Can’t say if that’s the case but that, at one point, was the ‘worst’ of this.
I also personally don’t like the response the Chat Removal saw of
we are going to do things users don’t like,
and
It’s not a bug! It’s a feature!
Both mildly paraphrased.
Hopefully the next phase of this will come pretty quickly - that is making the search tools / FAQs a bit more intuitive, as I think that’s the first hurdle that fail for a lot of topics.
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It’s worth noting that the FCA estimate around 50% of adults are vulnerable at any one time (and that’s pre-Covid)
While I don’t know how Monzo identify vulnerable customers, I don’t think waiting for customers to tell you, identifying they are in financial difficulty or that they get DWP benefits etc would be enough to satisfy them.
There is also something called “indirect discrimination” under the Equality Act which firms have (un)wittingly fallen foul of in the past.
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I hear you - I’d consider myself vulnerable sometimes. It’s a bit off-topic but I’ve suffered from depression since I was a teenager and I go through periods when I’m definitely feeling vulnerable and that’s hard for anybody to identify (even myself sometimes), so it’s definitely something we’re always working on and improving. It means a lot to a lot of people at Monzo, and it was the things that struck me during my training a year ago.
There’s always room to improve.
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For anyone that wants to chat, if you search “How can I contact Monzo” it should give you a page containing the chat link.
Seems like a bizarre decision to deliberately make it difficult for customers to obtain support. I understand they may get overwhelmed sometimes with the volume of chats but surely there’s a better solution than hiding the button for “non-vulnerable” customers 
What about vulnerable customers that Monzo haven’t identified?
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Its not really “bizarre” though , its a cost cutting decision , thats not bizarre for a business to want to try and control its costs …rightly or wrongly Monzo are trying to get customers to self serve, some customers might not like the choice and will vote with their feet 
others won’t be bothered by it …until… they need help, by which time with the reduction in customer queries because of self service will get help …time will tell
The chat button is still there when I look. However, making it difficult for a customer to get assistance is reprehensible. Monzo are a bank, they are holding your funds. There are severe ramifications if people are having trouble accessing their funds or if funds are missing/stolen. They should have adequate customer service on hand at all times. Chat/Call should be visible and easily accessible at all times. As previously mentioned this will give vulnerable customers a harder time. The button should stay for all to see.
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I think you have to put it in to perspective of how many are voicing concerns about it ,… the usual 4.5 million customers and 100 posts on the forum , may not be truly representative …I dont know …Monzo will have much much more of an insight into the problems it may or may not be causing
I would REALLY hope that no one here would game the system to claim they’re vulnerable just to get access to a chat button. I totally understand why you didn’t mention that the first time round, but thanks for your transparency 
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I know this isn’t the answer anyone on this thread wants. But I’ll give it anyway. Bookmark this link and you’ll always have direct access to Monzo chat.
monzo://support_chat
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yep I agree , tough times, tough decision …a bit like scrap the graph campaign on the forum then the customers who said why did you scrap the graph …its the thing I really loved …
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