Wife unable to open account

My wife and I got married late last year, her passport is still in her maiden name, while setting up an account she was transferred to live chat so that she could provide additional evidence to confirm her identity. After sending through the marriage certificate we were told all was ok and thank you. The chat closed and the application started again. This happened three times untill finally she receives this message when loading the app…

“Unfortunately we can’t offer you a Monzo account.”

Not sure what to do now, I have emailed help@monzo.com but haven’t heard anything back. I was wondering if anyone else has had the same issue?

Thanks in advance!

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I’ve not had this issue but if you email review@monzo.com they will do a manual review which they did for me when I received this message


Hi. All you can do is wait for them to reply, but I wouldn’t hold out much hope of it being resolved.

Email support is very slow, expect a reply after several days because they focus their resource on in app chat. You could also try calling Monzo :slight_smile:

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Thanks for the help mate, will try calling tomorrow!

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Ye it’s been a while now!

I have sent them an email, let’s see what happens! Thanks for your help!

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Has your wife had an account with Monzo before by any chance or tried to open one in the past. If she has had an account in the past or attempted to open one it might have been rejected as a duplicate account as you can only have one.

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Thanks for replying, no she just confirmed that she hasn’t had an account before but hadn’t thought of that, thanks!