Switching to and from Monzo Mobile
Switching to Monzo Mobile
You can bring your current number with you when you join Monzo Mobile. Here's how.
If you want to keep your current number
Get a PAC from your current provider. You can get this by texting “PAC” to 65075. If you want to check if you’re in a contract, you can also text “INFO” to 85075. You can also call your current provider, and make a PAC request through their app or website.
Open the Monzo app and sign up for Monzo Mobile.
Enter your PAC during sign up. You'll have the option to submit after you select and pay for a plan.
Your number will transfer to Monzo Mobile, usually the next working day.
You can track the progress of your number transfer in the Monzo app. We'll keep you updated at each step and let you know when your transfer is complete.
Your old provider's contract will end automatically when the transfer completes. You won't need to cancel separately, and you’ll be able to remove your old SIM card.
If you want a new number
Open the Monzo app and sign up for Monzo Mobile.
Choose to get a new number instead of transferring your old one.
If you want to cancel your old plan you can get a STAC (which confirms you're leaving without taking your number) by texting “STAC” to 75075. You can also call your current provider, and make a STAC request through their app or website.
Switching away from Monzo Mobile
If you want to move to another provider, you'll need a switching code from us. There are two types:
PAC (Porting Authorisation Code): use this if you want to take your Monzo Mobile number with you.
STAC (Service Termination Authorisation Code): use this if you're leaving but don't want to keep your number.
How to get your PAC or STAC
You can get your code for free through any of these three channels:
By SMS: text "PAC" to 65075 or "STAC" to 75075 from your Monzo Mobile number.
In the Monzo app: go to your Monzo Mobile plan and tap Settings, then Leaving Monzo Mobile.
By phone: use our app to schedule a call and we'll contact you on your preferred number.
We'll send you your code , along with the information you need about what happens when you switch (your Mobile Switching Information).
Your PAC or STAC is valid for 30 days from the day we send it to you. During this time you can view it in the app anytime.
What happens when you switch
Once you give your PAC or STAC to your new provider, your number transfer will usually complete on the next working day. Here's what to expect:
Your Monzo Mobile plan will end automatically on the day the transfer completes. You don't need to contact us to cancel.
You'll only pay for your service up to and including the day the transfer completes. There are no exit fees.
If you have remaining data, calls or texts in your allowance, these won't carry over.
If the transfer fails for any reason, you'll keep your service until it's completed.
Keeping your number after you cancel
If you cancel your Monzo Mobile plan, you can still transfer your number to another provider up to 1 month after your plan ends.
Your right to compensation
If something goes wrong during the switching process, you may be entitled to compensation.
If we fail to meet our obligations during your switch (for example, if there's a delay that we're responsible for), we'll compensate you. Compensation for delays will be paid within 30 calendar days of either:
the delayed transfer completing, or
you or us cancelling the transfer.
This doesn't apply to delays in the number porting process itself (where the delay is in the technical transfer of your number between networks).
If you think something has gone wrong with your switch, contact us through the Monzo app and we'll look into it.
