Why Monzo Cards Aren't Working Today

(Chris Pearson) #34

You handled the situation exactly right. There is no perfect response some people want more updates some people want less - what you go with is what feels right for the product and brand you are representing and striving to be.

If anybody values the plastic method of payment should always carry 2 cards just like if you are in a car you should always carry a spare tyre Anybody complaining of such inconvience should look at their own preparation.

Assuming 100% have smart phones then we always have Apple / Android Pay to act as a safety net as I did today.

Probably a good learning for what really is a new team at Monzo and an emergency is good for all people to go through at least once.

As always keep up the excellent work

(Sam Watkin) #35


(scottymeuk) #36

I assume that is for their current accounts, not the prepaid cards.

(Alex Sherwood) #37

I don’t think so - there’s at least 6 other prepaid card issuers dealing with the same issue today & obviously Loot & Revolut (to point out the biggest issuers), are definitely prepaid only.

What gives you the impression that they would be the processor for the current accounts only (if Monzo weren’t going to stop using them obviously)?

It looks like we’ll get an ‘official’ confirmation at some point -

(Richard Moore) #38

It would be good if in future you send out a notification using the app when an issue like this occurs. I’m on android and while I get a banner when I launch the app, an actual notification would have notified me in advance.

(Alex Sherwood) #39

It would, that feature’s being discussed here -


Been using Monzo for about fourth months. Just signed up to the community forum because I wanted to say how impressed I am about with the comms around the outage. I liked that I first received a notification on my phone and then regular updates if I wanted them. The transparency, concern for users and the wording around the issue – it’s great and I’m very impressed. Nicely handled, Monzo. :slight_smile: Knowing what to say when and how to say it isn’t easy, especially when it’s a third party affecting the product. Much respect.

(Sam Watkin) #41

Thanks @norynato that means a lot to us all!

On a slightly different note, I’ve been looking after this thread today, along with a few other channels, and you guys have been the most supportive and accommodating :heart_eyes: It’s been lovely to keep come back to all your thoughts and messages :heart:

(Jon Bradley) #42

So now we can have a ‘what were you doing on the Monzo went down’ thread…

I was eating Lebanese in South Ken, bizarrely, the restaurant payment system was experiencing issues too, sounds like someone made a big boo boo somewhere that we will be reading about in The Reg tomorrow…

Hope you guys manage to get some sleep tonight…!

(Paul ) #43

Its been good the communication given through the outage. You don’t get that from the major banks etc. Be glad once all is done in house and this type of issue does not occur again. :slight_smile:

(Malcolm Barraclough) #44

I actually found out from an SMS since I signed up for notifications after a previous much less serious glitch. The kind of transparency provided today makes it much more likely I will seriously consider moving to the current account when it becomes available.

(Shivika Sood) #45

It’s great to have clarity on why things went wrong and give users regular updates to track their monzo cards journey back to functionality. That itself is great cx. I am also reassured when informed that Monzo is already moving towards a solution to prevent this in the future with taking complete control. It also felt rewarding to be appreciated as alpha testers whose feedback is valuable and implemented to make the service better. So all in all, Great job with your service recovery. Kudos!

(Rika Raybould) #46

Honestly, it’s the speed of communication that makes even the worst case downtime (such as today) okay with me. Knowing that the team is on it, the transparency in what the problem is and what will be done to improve it in the future.

While I wasn’t affected today, I understand that these things do happen and that on many levels, it is always a good idea to hold another account/card with at least some emergency money at another bank.

This isn’t advice exclusive to Monzo either, what would you do if another major banking group either had an outage or decided to close/restrict your account? As customers, it’s always worth thinking about how you would recover if anything did fail.

As an example, I like to hold one card on the MasterCard network (Monzo) and one at an entirely separate bank on the VISA network (Barclays) with enough money on both to last at least a month (plus savings at a third provider) with enough in cash to get myself home from anywhere I visit.

No matter who you bank with, I personally think it’s unwise to only hold one bank account and to only carry a single card (or multiple cards with the same group). I don’t mean to have a go at anybody or to defend Monzo against criticism but a couple of replies to the various providers down today that I saw on Twitter do show that there’s maybe a bit too much trust in carrying single cards. :wink:

(Sam Watkin) #47

Hi everyone! Just wanted to drop back in for probably the last time tonight to give a quick update:

  • At 8:30 card payments returned to normal
  • At 10:30 debit card top-ups were re-enabled, and bank transfer top-ups were processed

The only things that aren’t back on form are transfers to other Monzo users, and monzo.me - we hope to have these back online soon.

Thank you for your patience, support and understanding throughout all of this :blush:


Top ups are still not correct :frowning:

The top up I did this morning shortly before your Status text still does not appear in my Monzo account despite clearing the sending account

(Sam Watkin) #49

Oh no @anon44204028 :disappointed_relieved: We’re slowly working through the top-ups which were made before the outage. If you reach out to us through the in-app chat we can hunt that down for you more quickly


I’ve led similar outages in a professional role, and think this was a good “first test.” From a technical perspective, it was outside Monzo’s control. Once the current accounts are live, expectations I think will be a bit different and long outages like this less acceptable. Users will be less ready to accept the idea of third party issues and will instead see it as “Monzo is down.”

Having said that, I think sending information out as it was obtained was better than not posting at all. There’s obviously a very fine line here, but relaying the supplier’s updates and presenting them as such (instead of simply saying “we at Monzo expect resolution at HH:MM”) made a difference. Few things are worse than a fix you thought was juuuust around the next corner — which of course ends up taking far longer than anyone originally envisioned.

I am a bit surprised Monzo is compensating users for this - I honestly wouldn’t expect that right now, but that’s impressive customer service. What I would expect, though (and it sounds like this is in the works) is having some serious discussions with the supplier.


I can confirm in app chat confirmed it was received (which was the reassurance I sought) and answered my chat in under a minute despite being busy. Money was credited to account just minutes later. Great work Monzo

(John Mapley) #52

That is insanely generous considering that all Monzo cards up to this point have been issued with a “alpha/beta service provided as-is, always carry a backup” warning. Congrats on handling the situation with such finesse and generosity - I hope Monzo will be like this for a long time to come.

(Alex Sherwood) #53

Business Insider is now reporting that GPS are Monzo’s processor aka the source of the issue -

Competitor update