We're here to help

If you already have a Monzo card, 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.

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.

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.

When do you launch?

We’re currently live with limited-edition Alpha and Beta cards (Monzo Mastercard® Prepaid Debit cards). We're also in the process of rolling out Monzo Mastercard® debit cards.

We’re currently live with limited-edition Alpha and Beta cards (Monzo Mastercard® Prepaid Debit cards). We're also in the process of rolling out Monzo Mastercard® debit cards.

How do I get a Monzo current account?

Over the next few weeks we’re going to invite all existing Monzo users to upgrade to a current account, after which we’ll open signups to totally new users. Wondering what this means for you? Head to the blog for more details.

Over the next few weeks we’re going to invite all existing Monzo users to upgrade to a current account, after which we’ll open signups to totally new users. Wondering what this means for you? Head to the blog for more details.

Will I be able to use the current account in the same way as the prepaid account?

Yes! Not only will you still have all of the functionality that you love about your prepaid card, but it’ll also include some incredible new features such as direct debits, instant bank transfers and overdrafts. You can also have your salary paid into your account!

Yes! Not only will you still have all of the functionality that you love about your prepaid card, but it’ll also include some incredible new features such as direct debits, instant bank transfers and overdrafts. You can also have your salary paid into your account!

What fees are charged for using my card internationally?

From 18th December 2017, we’ll be introducing a £200 free allowance per month on withdrawals from international ATM’s with a 3% charge for foreign withdrawals thereafter. This will apply to all current accounts, and by the time the limits are put in place, we expect to have offered all existing customers a current account.

From 18th December 2017, we’ll be introducing a £200 free allowance per month on withdrawals from international ATM’s with a 3% charge for foreign withdrawals thereafter. This will apply to all current accounts, and by the time the limits are put in place, we expect to have offered all existing customers a current account.

If you’re still on the Monzo Prepaid Mastercard® Debit card at the time, you’ll only be able to make one free withdrawal per calendar month, up to £200, due to the restrictions of our card processor.

Spending by card in a shop, hotel, restaurant, or at any other “point of sale” abroad will remain free of charge.

For more information on ATM charges overseas head to the blog.

What ATM fees do you charge?

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.

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.

If you’re making a withdrawal with a prepaid card, 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.

Is my money safe with Monzo?

If you have a current account your money is fully protected by the Financial Services Compensation Scheme (FSCS), meaning that all your money up to £85,000 is guaranteed by the British Government.

If you have a current account your money is fully protected by the Financial Services Compensation Scheme (FSCS), meaning that all your money up to £85,000 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.

What is my sort code and account number?

If you have a Monzo debit card, you can view your sort code and account number in the app on your ‘Card’ screen. If you’re a prepaid card holder, your account will not have either of these.

If you have a Monzo debit card, you can view your sort code and account number in the app on your ‘Card’ screen. If you’re a prepaid card holder, your account will not have either of these.

While I’m waiting for the current account card, can I keep using the prepaid card?

Of course! The switch to the current account happens once your debit card has been delivered and activated.

Of course! The switch to the current account happens once your debit card has been delivered and activated.

Will I lose all my spending data purchase history from the prepaid app if I get a current account?

No - we will merge this data into your current account app immediately.

No - we will merge this data into your current account app immediately.

Can I get a golden ticket to skip the queue?

You can’t currently get a Monzo prepaid card as a brand new customer, so we’ve temporarily disabled golden tickets. But don’t worry, they’ll come back on the current account and be better than ever!

You can’t currently get a Monzo prepaid card as a brand new customer, so we’ve temporarily disabled golden tickets. But don’t worry, they’ll come back on the current account and be better than ever!

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.

Do you offer joint accounts?

Unfortunately we don’t currently offer joint accounts however this functionality is planned. 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 debit card.

Unfortunately we don’t currently offer joint accounts however this functionality is planned. 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 debit card.

Do you support Apple and Android Pay?

You can top up your card using Apple Pay, but we don’t support adding your Monzo card to your Apple Wallet yet. We’d love to add it at some point in future 💳💨 - > We don’t currently support Android Pay either, both are things we’d love to do at some point in future!

You can top up your card using Apple Pay, but we don’t support adding your Monzo card to your Apple Wallet yet. We’d love to add it at some point in future 💳💨 - > We don’t currently support Android Pay either, both are things we’d love to do at some point in future!

Can I use my app on multiple devices?

You can’t be logged in on two devices with the same operating system, but you can be logged in to one Android and one iOS device at the same time. It’s worth noting that the app isn’t optimised for iPad or other tablets at this stage!

You can’t be logged in on two devices with the same operating system, but you can be logged in to one Android and one iOS device at the same time. It’s worth noting that the app isn’t optimised for iPad or other tablets at this stage!

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, 230 City Road, London, EC1V 2QY
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]
Account type From the UK From abroad
Prepaid card    0800 802 1456    +44 20 3322 4650
Current account    0800 802 1281    +44 20 3872 0620

The number and email address above are only for customer support queries and we will not be able to help with other issues.