Logging in when your phone is lost or broken
If you’ve lost your phone or it’s broken
Follow the steps on our lost phone help article.
If you have Monzo Max then your phone is insured for theft or damage. You can find more information about your insurance policy (including your insurance policy number and claim phone number) in your welcome email.
If your phone is working but the camera is not working
First confirm it is a hardware issue by checking that the camera permissions are enabled for the Monzo app:
Go to Settings, choose Monzo and make sure Camera and Microphone are both enabled.
Then restart the phone
If the settings are enabled and the camera still isn’t working then it is likely a hardware issue. This will mean that you can’t use your face to log into your account.
Go into your app settings and switch off biometrics.
Log in using your PIN instead
If you’ve forgotten your PIN and your camera is broken then you won’t be able to use the Forgot PIN button. In this case, please email us at help@monzo.com and include:
Your full name
Your email address and phone number registered on the account
Your 8 digit account number
A photo of yourself, holding up your photo ID or holding up a piece of paper with today’s date on it. We need to see both your face and your ID or piece of paper in the same image
