Frequently Asked Questions
New to Monzo and got questions? Hopefully we can answer them below!
If you already have a Monzo card, the Help tab in your app is the best place to find answers.
Is Monzo a bank?
Yes, "Monzo Bank Ltd" is fully authorised in the UK by the Prudential Regulation Authority (PRA) and regulated by the Financial Conduct Authority and the PRA. Our Financial Services Register number is 730427.
Yes, "Monzo Bank Ltd" is fully authorised in the UK by the Prudential Regulation Authority (PRA) and regulated by the Financial Conduct Authority and the PRA. Our Financial Services Register number is 730427.
How do I get a Monzo account?
Is my money safe with Monzo?
Your money is fully protected by the Financial Services Compensation Scheme (FSCS), meaning that all your money up to £85,000 is guaranteed by the British Government.
Your money is fully protected by the Financial Services Compensation Scheme (FSCS), meaning that all your money up to £85,000 is guaranteed by the British Government.
Do I need to be a UK resident?
Yes, you currently need to be resident in the UK to get a Monzo card. We hope to launch internationally in the future though!
Yes, you currently need to be resident in the UK to get a Monzo card. We hope to launch internationally in the future though!
What age do I need to be?
Currently, you must be 16 or older to get a Monzo card. We're hoping to lower this in the future!
Currently, you must be 16 or older to get a Monzo card. We're hoping to lower this in the future!
What fees do you charge?
We charge fees for some of our services, depending on how you use your account.
We charge fees for some of our services, depending on how you use your account.
Payments by card
Card payments in the UK and abroad are all free.
Withdrawing cash
If you're withdrawing cash in the UK or the European Economic Area (EEA), withdrawals are fee-free up to £250, with a 3% fee after – unless you're using Monzo more as a main bank than a spending account or if you have Monzo Plus, in which case there's no fee.
There's more information in our Fee Information document.
Card replacements in the UK
If you’re the victim of fraud, if your card is stolen or if it expires, we’ll replace your card for free in the UK. Otherwise, it costs £5 to deliver a replacement card.
If you’re relying on Monzo more as a main bank or if you have Monzo Plus, you’ll get two extra card replacements for free.
If you have Monzo Premium, it’s £50 to replace your metal card.
There's more information in our Fee Information document.
Card replacements abroad
Delivering a Monzo card abroad costs £30 in all circumstances, including cases where your card has been stolen, frauded or expired.
If you have Monzo Premium, it’s £80 to replace your card abroad (that’s the cost of the card and international delivery).
There's more information in our Fee Information document.
Do you offer joint accounts?
Yes we do! To get a joint account between two people, you both need to have a Monzo current account and have 'Payments with Friends' activated. You'll find the 'Create a joint account' button on the Profile page on iOS and your Settings on Android. Unfortunately, you can't have a joint account between more than two people.
Yes we do! To get a joint account between two people, you both need to have a Monzo current account and have 'Payments with Friends' activated. You'll find the 'Create a joint account' button on the Profile page on iOS and your Settings on Android. Unfortunately, you can't have a joint account between more than two people.
Do you support Apple and Google Pay?
Yes! We fully support both Apple Pay and Google Pay
Yes! We fully support both Apple Pay and Google Pay
Why can't I login to my Monzo account?
If you already have an account with Monzo, you've tried logging into your app but have been asked to verify your phone number, you may have accidentally signed up for a new account.
If you already have an account with Monzo, you've tried logging into your app but have been asked to verify your phone number, you may have accidentally signed up for a new account.
To fix this issue you'll need to delete and reinstall the app and log in from the beginning using the email address you originally signed up with 👍.
If you can't remember what email this is, search in your inbox for your original signup email from us.
How do I complain?
If you would like to make a complaint, please get in touch and we will look into this as soon as possible.
If you would like to make a complaint, please get in touch and we will look into this as soon as possible.
App - If you are a customer, you can send us a message through the App Chat.
Phone - Our calls teams are happy to speak to you and will raise a complaint for you. Call us on 0800 802 1281 or +44 203 872 0620 when calling from abroad.
Email - Email us at complaints@monzo.com
Post - If you’d prefer, you can put your complaint in writing and send it to:
Customer Advocacy Team,
Broadwalk House, 5 Appold St
London,
EC2A 2AG
What happens next?
We will be in touch within 3 business days to try and resolve your issue for you. If we are unable to resolve your complaint in this time, you should know that we're typically allowed up to 8 weeks to investigate a complaint and produce what is referred to as our final response.
If you are unhappy with our final response, you have the right to refer your complaint to the Financial Ombudsman Service, free of charge – but you must do so within six months of the date of our final response.
The Ombudsman’s address is:
Financial Ombudsman Service,
Exchange Tower,
London,
E14 9SR
They can be reached by phone at 0800 023 4567 or 0300 123 9123 . Or, you can visit their website.
You can also see an online version of their consumer leaflet.
Don't want to complain but want to give us feedback?
Please share your thoughts in the Community Forum or via the App Chat and we'll ensure this information is passed on to the relevant team.
What do I do if someone's died?
Let us know at bereavements@monzo.com and we'll do everything we can to help.
Let us know at bereavements@monzo.com and we'll do everything we can to help.
I need my transaction history and I’ve closed my account
Once your account is closed, we’ll email you to confirm and attach a statement showing your full payment transaction history. This document will be password protected, and we’ll also send you the password to open it in a text message.
Once your account is closed, we’ll email you to confirm and attach a statement showing your full payment transaction history. This document will be password protected, and we’ll also send you the password to open it in a text message.
You can ask for a copy of your full payment transaction history with Monzo, which we’ll give you in the form of bank statements. This is available for up to 6 years after the account is closed.
Contact us:
Email bank-statements@monzo.com
Phone 0800 802 1281 (+44 20 3872 0620 if you’re overseas).
You’ll just need to pass some quick identity checks, which we’ll explain when you get in touch.
We’ll send you your full transaction history by post to the address that you had registered with us.
If you’ve moved house, we can send your statements or transaction history via email instead.
If you're looking for our PS17/26, a
document
from the Financial Conduct Authority with information about our current account, you can
find it here.
If you're looking for information about the Payment Services Directive, you can find it here.
| Account type | From the UK | From abroad |
|---|---|---|
| Current account | 0800 802 1281 | +44 20 3872 0620 |
The number and email address above are only for customer support queries and we won't be able to help with other questions.
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