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Frequently Asked Questions (FAQs)

What fees are charged for using my card internationally?

We don’t charge any fees for using your card abroad at the point of sale 🎉 We pass the Mastercard rate directly on to you and you can find details of the current rates here. Since we use this rate, you may notice a small fluctuation between when you do the transaction and when the charge is finalised with Mastercard (normally one or two days later).

From 4th January 2018, for foreign ATMs you’ll be able to withdraw £200/rolling 30 days for free. Above that there is a 3% charge.

What ATM fees do you charge in the UK?

You’ll be pleased to know that we never charge you any fees for withdrawing money from an ATM in the UK. However, some ATMs may charge fees themselves that Monzo has no control over.

Some ATMs may show a note saying “Your Card Issuer may charge you for this transaction”. We will not charge you for the transaction. This notice appears because the ATM registers your card as a prepaid card and is not specific to Monzo.

What happens if I lose my card?

If you have lost your card, the first step is to freeze your card in the “Card” section of the app. Once your card is frozen an option to “Order a Replacement Card” should appear underneath the frozen card in the app. Just tap it and follow the instructions.

Can I use my app on multiple devices?

You can log into multiple devices, but you will be logged out from the other device every time you log in. It’s also worth noting that the app isn’t optimised for iPad or other tablets at this stage.

What is my sort code and account number?

All Monzo current account holders can view their sort code and account number in the app.

Do you support Android Pay?

Yes! You can use Android Pay for both top-ups and payments in shops and apps 💥

Do you offer joint accounts?

Unfortunately we don’t currently offer joint accounts. It is on our roadmap but involves some changes to our systems so won’t be released for a good few months yet. However, you can always get your partner to download the app and join the waiting list for a card. By sharing with their friends, they should be able to get to the top pretty quickly 😄

How do I change my PIN?

You can change your card PIN at any bank ATM by selecting PIN services 😊

How do I unblock my PIN?

You should be able to unblock it by going to a normal bank ATM and selecting “PIN services”. If you’d like us to send you a PIN reminder, just let us know through in-app chat 😊

I have forgotten my PIN. Can I get a reminder?

You can access your PIN in-app by tapping the four stars on the ‘Account’ section of the app.

Why have I been charged a small fee by Amazon, iTunes, Ocado, Tesco, etc?

This is a card activation check that some online retailers carry out. It will automatically be refunded in 10 days. If you need it to be refunded before then, just message us through in-app chat.

I have other questions

If you have any other questions, message us through the in-app chat and we’ll try to get back to you as quickly as possible!