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Reporting an unrecognised payment

If you don't recognise a payment in your feed, please take these steps before getting in touch with us 💁‍♀️

Freeze your card

  1. Tap the Home icon in the menu bar of your app

  2. Tap the Freeze button under your Monzo card (if you can't find this button, swipe down on your list of payments)

This stops anyone from using your card in case the payment's fraudulent. You can unfreeze your card at any time.

Check the payment details

  1. Take a look at the payment details in your feed

  2. Check if you recognise any of the details – the merchant, location, date or time of the payment

Could it be someone you know?

Have you recently given your card details to a friend or family member?

Report the payment

If you still don't recognise the payment after following these steps, please report it so we can help you investigate:

  1. Tap the Help icon in the menu bar of your app

  2. Select the payment from the list of your recent payments

  3. Tap Report Fraud under 'I don't recognise this transaction'

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Existing customers can get help via the app

Monzo Bank Limited is a company registered in England and Wales (No.09446231). Monzo Bank Limited is authorised by the Prudential Regulation Authority and regulated by the Financial Conduct Authority and the Prudential Regulation Authority. Our financial Services Register number is 730427. Our address is Broadwalk House, 5 Appold St, London EC2A 2AG.