How to open encrypted files sent by Monzo
If you're using:
a Mac runnng macOS 11.0 Big Sur or later
an iPhone or iPad running iOS 13/iPadOS 13 or later
you should be able to open the document with your standard file explorer.
I'm having difficulty opening the document
If you are having difficulty opening your encrypted file or receiving an error message when entering the password please try the following troubleshooting steps ⤵️
Opening the document on a PC or Mac:
PC: download and install 7zip. Right click on the document you want to open, select Open With... and select 7zip
Mac: download and install Keka. Hold the Command key and click on the document, select Open With... and select Keka
Please use the 'Download v1.x.x' link to access Keka for free, rather than installing it from the Mac App Store
If the software isn't showing in the 'open with' menu that select Other and locate the software in the next menu
Enter the password from the SMS you received and press enter or tap continue. Make sure that the password is as written:
All lower case
Four words separated by a space
Opening the document on an iPhone or iPad
Tap on the attached document in the email you received
Enter the password from the SMS you received and tap Go in the bottom right
Tap on Preview Content, tap the Share icon in the bottom left and scroll to select Save to Files
Tap Save in the top right of the screen
Nagivate to the Files app to locate your document
ℹ️ If you're having difficulty with the above steps, please make sure to try them using Apple's own Mail and Files app if you're not already using these
The troubleshooting steps have not worked
If you're still having issues, please send screenshots/photos of any error messages to help@monzo.com. Please make sure there's no sensitive information in any images you send.
For help with screenshots:
