Customer Support
What is economic abuse and how to spot it
Economic abuse can be hard to spot, and can happen gradually or subtly, without you even realising. Our Vulnerable Customer Manager Kate Graham explains what economic abuse looks like, and how Monzo can help.
How we can support you if someone with a Monzo account dies
Our bereavement specialists are here to support you and make closing the Monzo account of someone who’s died as simple as possible.
What to do if you're affected by the Flybe collapse
What to do if you're affected by Flybe going into administration.
What to do if you're affected by the Thomas Cook collapse
We know this is a worrying situation for a lot of people using Monzo, especially anyone currently abroad, so here's what you can do to get home safely, and get your money back.
How we’re gearing up to support one billion Monzo customers!
Made up of data scientists, designers, analysts and engineers, our Scalers team make sure we can keep providing amazing customer support, at massive scale.
We’re sharing the vision and principles for our internal product
Our internal product is software that we build and use ourselves, to make your experience of Monzo as amazing as it can be.
Introducing Monzo Chat
So we can keep making Monzo customer support even better, we’ve built our own software to manage chats in the app.
Why we made a mistake with customer support (and how we fixed it)
Over the last few months you might’ve had to wait longer than usual for a response from customer support. We’re really sorry. Here’s what happened and what we’ve done to fix it.
Providing customer support from Las Vegas! 🇺🇸
We’re opening our own office in Las Vegas so we can keep giving all our customers round-the-clock support as we grow.
Come and join our Customer Operations team!
There are a few things you might not know about working in the customer support team at Monzo. If you like what you see, come and join us!
Measuring customer happiness 😃
We’re working to make our support more efficient, but not at the expense of your experience! We measure customer satisfaction to make sure we’re always giving you the world-class support you deserve.
Tell us when your question's urgent
When you reach out to us with a question, you can tell us whether it’s urgent or not. Operations analyst Sam explains how putting our customers in control helps us prioritise your queries and deal with growing demand.
Using data to build a better help screen
As we work to make sure we can keep giving you world-class support as we scale, we've been using data to make changes to the help screen so you can find your own answers faster.
Viva Las Vegas! Providing customer support from the States
To help us scale our service as we grow, without relying on people in the UK to work unsociable hours, we’ve recently set up a small a customer support team in Las Vegas! 🇺🇸