If your calls, texts or data aren't working
Most connection problems clear up with a few checks. Try these first, then go to the section for your specific issue.
Start here
Check your signal. If the bars are low, moving outdoors or near a window can help. Coverage tends to drop in crowded places, deep inside buildings and in remote areas.
Restart your phone.
Turn airplane mode on for 15 seconds, then off again. This makes your phone reconnect to the network.
Turn off any VPN, which can block your connection.
Check your Monzo eSIM is turned on and set as your default for calls, texts and data.
Data isn't working
Make sure your Monzo eSIM is set as your data source, then turn off Wi-Fi to test it. Check you've still got data left for where you are in the Monzo Mobile section of your app.
Calls sound bad or keep dropping
Call quality usually comes down to signal or location. Check your bars and try moving outside or near a window. In your phone's network settings, make sure Wi-Fi Calling is switched on if your phone supports them. When calling abroad, add the country code (for example, +49 for Germany).
Texts aren't sending or arriving
Check the number isn't blocked and look in your spam or junk folder. For international texts, use the full format with the country code.
If data's not working abroad
Turn on data roaming in your settings, and check your plan covers the country you're in or that your roaming add-on is active. If you've used all your roaming allowance, your data stops until you buy more. See Using your phone abroad) for what your plan covers.
Good to know
Standard texts (SMS) work across all phones and networks.
Picture and video messages (MMS) aren't supported. Use a data-based app like WhatsApp, iMessage, Signal or Messenger to share photos and videos.
RCS will sometimes be used instead of SMS.
Texts to premium-rate shortcodes (competitions, voting, donations) aren't supported.
iMessage runs on Apple's own service, so if that's the problem, it's not something we can fix on the network but you can check the guidance from Apple here.
You're currently unable to turn off missed call texts. These texts are sent if your phone is turned off or offline when you miss a call
If you've just transferred your number
It can take a little while for everything to settle. If part of your service is working but not all of it, restart your phone. If it's still patchy after that, chat to us in the app and tell us what isn't working (calls, texts or data) so we can look into it.