Help, I want to report fraud

This article explains what to do if you think you’ve been a victim of fraud, someone else has access to your account, or you don’t recognise a payment.

This includes situations where:

someone has used your card without your permission
someone has sent a bank transfer from your account and it wasn’t you
you don’t recognise a bank transfer
you think someone else may have access to your Monzo account
someone tricked you into making a payment
you shared your card details through a scam, like a fake customs or parcel delivery message

If you think someone has access to your account

If you think someone else may have access to your Monzo account, or you see a bank transfer you don’t recognise, please get in touch with us as soon as possible.

This includes if:

someone has sent a bank transfer from your account and it wasn’t you
you don’t recognise a bank transfer
you think someone else can log in to your Monzo account
you shared login details, passcodes, or security information
you approved a login, payment, or action you didn’t start

You can chat with us in the app by tapping here.

We’ll help you secure your account and talk you through what happens next.

If you don’t recognise a card payment

If you don’t recognise a card payment, freeze your card straight away.

Freezing your card stops new card payments while you check what’s happened. If everything turns out to be safe, you can defrost your card at any time.

To freeze your card in the app:

Tap the Home icon.
Tap the Card button on your card.
Tap Freeze card.

Then check the payment details carefully.

Look at the:

amount
merchant name
location
date and time

It’s also worth checking whether the payment could be:

part of a subscription you signed up for
a delayed charge from a merchant
a payment made by someone you know who has access to your card

If you still don’t recognise the payment, submit a fraud report in the app and we’ll look into it.

What card fraud isn’t

Card fraud usually doesn’t include:

billing issues
damaged goods
cancelled or unintentional subscriptions
being treated unfairly by a company
not receiving something you paid for

In these cases, you should try to sort the issue with the merchant first.

If the merchant can’t help, you may be able to raise a dispute with us in the app.

If you responded to a customs or parcel delivery message

Scammers sometimes pretend to be delivery companies or customs agencies. They may ask you to pay a customs charge or delivery fee before releasing a parcel.

If you entered your card details or made a payment after responding to one of these messages, follow the steps above as soon as possible.

If you only clicked the link but didn’t enter any information or make a payment, you usually don’t need to freeze your card. Close the website and delete the message.

If you’re not sure what happened, these articles may help:

Customs charges in Ireland: What you need to know – Understand how customs charges work and what to expect.
I received a customs or parcel delivery text – is it a scam? – Learn how to recognise genuine and fake payment requests.
I entered my card details on a fake website – Find out what to do if you've shared your card details.
I've paid a scammer – what should I do? – Learn what happens next and how Monzo can help.

If you’re unsure what to do

If you’re worried your account is at risk, or you’re not sure whether something is fraud, contact us through chat in the Monzo app.