We're here to help

Our customer support team are on hand 24/7 to answer your questions. Just open a chat in the app and let them know what you need or check some of the most frequently asked questions below.

What is Monzo?

We started Monzo in February 2015 with the mission of building the best current account in the world. In August 2016, we were granted a UK banking licence with restrictions by the FCA and PRA and are now working hard to roll out our free current account in 2017. You can join the Monzo Beta today to get a taste of what we're creating and help us make it amazing.

We started Monzo in February 2015 with the mission of building the best current account in the world. In August 2016, we were granted a UK banking licence with restrictions by the FCA and PRA and are now working hard to roll out our free current account in 2017. You can join the Monzo Beta today to get a taste of what we're creating and help us make it amazing.

What was Mondo?

We used to be known as Mondo. Unfortunately, due to a trademark dispute we had to change our name and so are now Monzo!

We used to be known as Mondo. Unfortunately, due to a trademark dispute we had to change our name and so are now Monzo!

Is Monzo a bank?

Yes! "Monzo Bank Ltd" is authorised by the Prudential Regulation Authority (PRA) and regulated by the Financial Conduct Authority and the PRA. Our Financial Services Register number is 730427. However, our authorisation is currently restricted, meaning we aren't yet offering full bank accounts.

Yes! "Monzo Bank Ltd" is authorised by the Prudential Regulation Authority (PRA) and regulated by the Financial Conduct Authority and the PRA. Our Financial Services Register number is 730427. However, our authorisation is currently restricted, meaning we aren't yet offering full bank accounts.

When do you launch?

Until we get our restrictions lifted in 2017, we’re live with limited-edition Alpha and Beta cards (Monzo MasterCard® Prepaid Debit cards). These cards can be topped up and used at cash machines, in-store, online and at contactless terminals. They allow us to test features with real users and iron out early bugs.

Until we get our restrictions lifted in 2017, we’re live with limited-edition Alpha and Beta cards (Monzo MasterCard® Prepaid Debit cards). These cards can be topped up and used at cash machines, in-store, online and at contactless terminals. They allow us to test features with real users and iron out early bugs.

For now, your Monzo account will not have a sort code or account number which means no access to Faster Payments, Direct Debit or Standing Orders. We’re working on making these available when our banking licence restrictions are lifted.

Is my money safe with Monzo?

Once our banking licence restrictions are lifted, your money will be protected by the Financial Services Compensation Scheme (FSCS) meaning that all your money up to £75,000 is guaranteed by the British Government.

Once our banking licence restrictions are lifted, your money will be protected by the Financial Services Compensation Scheme (FSCS) meaning that all your money up to £75,000 is guaranteed by the British Government.

During our Alpha and subsequent Beta testing periods, your money will be held in a separate, protected account by Wirecard, our issuing bank. In the unlikely event Wirecard were to become insolvent, your funds would be protected against any claims made by creditors. All card transactions are processed by the MasterCard network and are protected by MasterCard rules.

Additionally, we guarantee that you will never lose money as a result of any mistakes or problems we make while testing.

The important, legal bit: Your money will be held by Wirecard Card Solutions Ltd. (WCDS) who are authorised by the Financial Conduct Authority (FCA) to conduct electronic money service activities under the Electronic Money Regulations 2011 (Ref: 900051). The card itself is an e-money product and although it is a product regulated by the Financial Conduct Authority, it is not covered by the Financial Services Compensation Scheme. In the unlikely event that Wirecard Card Solutions Ltd (WDCS) becomes insolvent, your funds may become valueless and unusable, and as a result you may lose your money. However as a responsible e-money Issuer, WDCS ensures that once it has received your funds they are deposited in a secure account, specifically for the purpose of redeeming transactions made by your card. In the event that WDCS becomes insolvent funds that you have loaded which have arrived with and been deposited by WDCS are protected against the claims made by creditors.

Where can I download Monzo?

The Monzo app is available on the App Store and the Play Store. We currently don’t have a Windows or desktop app.

The Monzo app is available on the App Store and the Play Store. We currently don’t have a Windows or desktop app.

What are limits?

There is a cap on how much you can top up, spend and withdraw from ATMs within a rolling 30 day period. Once you have verified your identity with us, your limits are generally higher. These are set in conjunction with our card provider during the prepaid programme.

There is a cap on how much you can top up, spend and withdraw from ATMs within a rolling 30 day period. Once you have verified your identity with us, your limits are generally higher. These are set in conjunction with our card provider during the prepaid programme.

You can see the limits here.

What fees are charged for using my card internationally?

We don’t charge any fees for using your card abroad, neither at points of sale nor at ATMs 🎉  We pass the MasterCard rate directly on to you. 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).

We don’t charge any fees for using your card abroad, neither at points of sale nor at ATMs 🎉  We pass the MasterCard rate directly on to you. 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).

What ATM fees do you charge?

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

You’ll be pleased to know that we never charge you any fees for withdrawing money from an ATM. 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.

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 refund in 10 days. If you require a refund before then, just message us through in-app chat.

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

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.

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.

How do I change my PIN?

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

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

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 at this stage.

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 at this stage.

What is my sort code and account number?

At this stage we do not have sort codes or account numbers because we are a prepaid card service. Once we get our full banking licence later this year we will offer sort codes and account numbers to everyone 👍

At this stage we do not have sort codes or account numbers because we are a prepaid card service. Once we get our full banking licence later this year we will offer sort codes and account numbers to everyone 👍

Do you support Apple Pay?

You can top up your card using Apple Pay, but we don’t support adding your Monzo card to your Apple Wallet. It’s on the roadmap and we’re hoping it will be added later this year 💳💨

You can top up your card using Apple Pay, but we don’t support adding your Monzo card to your Apple Wallet. It’s on the roadmap and we’re hoping it will be added later this year 💳💨

Do you offer joint accounts?

Unfortunately we don’t currently offer joint accounts although we're working on some cool ways to send, share and split money. However, you can always get your partner to download the app and join the waiting list for a card. 😄

Unfortunately we don’t currently offer joint accounts although we're working on some cool ways to send, share and split money. However, you can always get your partner to download the app and join the waiting list for a card. 😄

How do I complain?

If you have a complaint the best way to contact us is via the in-app chat. Alternatively you can also;

If you have a complaint the best way to contact us is via the in-app chat. Alternatively you can also;

Email us at [email protected]
Call us on 0800 8021 456
Write to us at: Complaints, 12 Epworth St, London, EC2A 4DL
If you complain to us and you are not happy with the resolution you can refer your complaint to the Financial Ombudsman Service. For more details you can visit their website.

   [email protected]    0800 802 1456

The number provided is only for customer support queries and we will not be able to help with other issues.