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
Tap the Home icon in the menu bar of your app
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
Take a look at the payment details in your feed
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:
Tap the Help icon in the menu bar of your app
Select the payment from the list of your recent payments
Tap Report Fraud under 'I don't recognise this transaction'