I don’t
If I choose No on some FAQ all I get is
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Hopefully this is more in the form of self serving tools, machine learning, and automation, with efficient human fallback where it falls short, rather than just more obfuscation of the human aspect. The human element is far too vital, and self serve functionality and automation should only augment it, not replace it, in my opinion.
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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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This is the experience I get. Never used the deep link because the button has always just been there for me. The articles that just end in a dead are very frustrating though.
And this I think is the brunt of the issues with the current implementation. Well put.
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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
Perspective matters here, I think. From Monzo’s perspective, you’re quite right. From the users perspective, not so much. Monzo cutting costs isn’t really something I think we as customers should be concerned with, but the changes to support are, and reducing availability, regardless of why, is quite a bizarre thing to do from our perspective, especially when we compare them to the completion.
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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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I agree, we’re but a small number of users. That said, I’ve not spoken to a single Monzo user outside of this community that is not frustrated. Also a tiny sample size. But large proportions of a sample are not to be dismissed either.
As Dan said earlier:
I take this to mean they expected people not to like it, they know people don’t like it, but they’re doing it anyway, I guess out of financial necessity.
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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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Turn this inter a clickable hyperlink, and we have an easy copy paste response for anyone that ends up here in the future to ask where Chat is.
I tried to hyperlink it but it didn’t work. Maybe it only accepts http?