Unexpected message or call from Monzo? Here's how to tell if it's real.

Read the article

Sometimes you might receive an email, phone call or text message that looks like it’s come from Monzo, but it’s a scam. We want to make sure all our customers know what we'll do if we ever need to contact you. And, most importantly, the information we'll never ask you to provide.

If we need to call you we'll always:

  • Let you know in advance that we'd like to call you. We'll send you a message via the in-app chat to let you know we plan to ring you, and we'll never call you out of the blue.

  • Go through security questions with you before discussing your account, so we know we're talking to the account holder.

On a call, we'll never:

  • Tell you that your money is in danger

  • Ask you to move money to a "safe account"

  • Give you account details or pressure you to move your money into a different account

  • Tell you to take out a loan or overdraft

  • Ask you download any other app to help solve a problem

Magic link emails are a secure way for you to access your account. We’ll never;

  • Ask you to log in via a magic link if you haven’t requested one. If you’re sent a magic link that you aren’t expecting, delete it - don’t click on it or forward it to anyone.

  • Ask you to forward a magic link email. If someone is asking you to forward a magic link - don’t, it’s a scam. If you have been phished and revealed personal data including your Monzo pin, this along with the magic link could give the fraudster access to your account.

  • Ask you for a password - that’s because you don’t have a Monzo password, and we’d never ask you for your email password. If you’ve shared your email password online or on a call, you should update it straight away.

In a text message, we'll never:

  • Claim we’ve detected suspicious activity on your account

  • Send you a link to a website and ask you to provide sensitive information (like a password or your PIN)

Outside of the app, we’ll never ask for:

  • Your PIN (this is the four digit number you use to make card payments or withdraw money from an ATM)

  • The full 16 digit number on your card or three numbers on the back of the card

  • Any other passwords like your email address password or other sensitive information

  • An email with a video to prove your identity. We do sometimes need a video to prove it’s you accessing your account, but we’ll never ask you to email this to us - we’ll always ask that you complete it in the app. 

What to do if someone calls or texts you claiming to be from Monzo:

  • If you weren't expecting a call from Monzo, hang up the phone. It's better to be safe than sorry!

  • Check your in-app chat to see if we've messaged you about calling.

  • Don't call the number back. The fraudster makes that number look like it's Monzo, but it won't be.

You can be certain you're calling Monzo by calling the number on the back of your debit card.

If you were expecting a call with Monzo but the person starts asking for sensitive information (your PIN, email address password) or says your money is in danger and needs to be moved, hang up the phone.

  • Never enter sensitive information (PIN, email address, password, PAN, or CVC) into websites claiming to be Monzo.

  • Never send your money to a "safe account".

If you're ever unsure, you can get in touch with us either by calling the number on the back of your debit card or by messaging through in-app help chat.

take five B&W