Payment declines
If a payment declines, you can see the reason in your Monzo app. Tap the declined payment in your feed, scroll down, and tap Something wrong? Get help.
Not enough available balance
Pending payments reduce what you can spend. If your available balance is too low, the payment may decline.
Chip & PIN needed
After making several contactless payments with your physical card, you may need to insert your physical card into the card reader and enter your PIN before contactless payments with your physical card will work again.
This doesn't apply to Apple Pay or Google Pay. You don't need to make a chip and PIN payment to restore contactless payments using a digital wallet.
Authentication needed (3D Secure)
Some online payments must be confirmed in your Monzo app. They may decline if the approval is cancelled, times out, or if the amount changes.
Apple Pay or Google Pay issues
Wallet payments need your device unlocked and your card added correctly. If declines continue, try removing and re-adding your card in your wallet.
Merchant issues
If the payment doesn’t appear in your app at all, we didn’t receive a request from the card machine. Ask the merchant to try again, use a different terminal, or pay another way.
If you're still having trouble, chat to us in the app by tapping here
