Troubleshooting PIN recovery
If you’re having trouble completing PIN recovery, here are a few things to try:
Check your permissions Make sure microphone and camera permissions are enabled for the Monzo app in your device settings.
Try using earphones If you’re having trouble with sound when recording your selfie video, plugging in earphones with a microphone can sometimes help.
Reinstall the app Try deleting and reinstalling the Monzo app. Before trying again, turn your phone and WiFi off for five minutes.
Selfie video and ID tips
To help make sure your PIN recovery is approved, please check that:
Your selfie video is well lit, shows your whole face, and is recorded live rather than from another video.
Your ID photo is clear, well lit, not a photocopy, and shows an ID that hasn’t expired.
If your phone’s front camera is broken, you can log in on another device to record the video.
