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Issues submitting your identity video

If you’re having trouble submitting your identity video, please check Monzo has access to your camera and microphone.

Step 1: Check permissions

iOS

  1. Open Settings

  2. Tap Privacy & Security

  3. Tap Camera → make sure Monzo is allowed

  4. Tap Microphone → make sure Monzo is allowed

Android

  1. Open Settings

  2. Tap Apps (or Apps & notifications)

  3. Select Monzo → Permissions

  4. Allow Camera and Microphone

Step 2: If it’s still not working

  1. Turn off your phone and your Wi-Fi router for 5 minutes, then turn them back on

  2. Delete and reinstall the Monzo app, then try again

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We use 4 types of cookie. You can choose which cookies you're happy for us to use. For more detail, and a list of the cookies we use, see the Monzo cookie policy.

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Adjust your cookie preferences

We use 4 types of cookie. You can choose which cookies you're happy for us to use. For more detail, and a list of the cookies we use, see the Monzo cookie policy.