🚫 Declined payments
If a payment doesn’t work, it’s usually because there isn’t enough money in your account. But there can be other reasons too.
Your card isn’t activated
When you first get your card, your parent or guardian needs to activate it in their app before you can use it.
Your card is frozen
You or your parent or guardian may have frozen your card.
To defrost it, tap Card on your card on the Home screen. If you didn’t freeze it, check with your parent or guardian before you defrost it.
Your card settings
Your parent or guardian may have changed your settings. This could stop your card working online, at cash machines, or with contactless.
Speak to them if you think your settings should be changed.
You entered the wrong PIN
If you enter the wrong PIN in a shop or at a cash machine, your card won’t work.
If you get it wrong too many times, your card may be blocked. If you can’t remember your PIN, ask your parent or guardian to check it in their app.
Your card is blocked
This is usually because the wrong PIN was entered too many times. Your parent or guardian will need to contact us.
You’ve reached a limit
Your payment might be declined if it takes you over one of your daily limits.
The shop or business is blocked
To keep Monzo safe for you, we automatically block some shops and businesses that aren’t for children.
Apple Pay or Google Pay isn’t working
Check your card is active, your device supports Apple Pay or Google Pay, and the card hasn’t been frozen or blocked.
Still need help?
Speak to your parent or guardian. If they can’t help, they can contact us about the problem.
