Troubleshooting PIN recovery
If you're having trouble completing a PIN recovery, here are some steps to try.
Check permissions: Check that your microphone and camera permissions for the Monzo app are enabled in your device settings.
Reinstall the app: Try deleting and reinstalling the app. Make sure to turn your phone and WiFi off for five minutes before trying again.
Selfie video and ID tips:
To make sure your PIN recovery is approved, please check that:
The selfie video is well lit, shows your entire face, and is not a recording of a video.
Your ID photo is clear, well-lit, not a photocopy, and shows an ID that has not expired.
If your phone's front camera is broken, you can log in on another device to record the video.
