We are not detecting any further issues within our systems. If you are still experiencing unexpected issues with your Monzo card or app, please get in touch via our in-app chat and our customer support team will do our best to help you.
We continue to work through a queue of inbound messages, so please understand that our responses may take longer than normal.
We are sorry for the inconvenience caused. Please rest assured that we will do our best to make sure the same issue doesn’t happen again.
Posted Dec 04, 2019 - 00:02 UTC
Monitoring
We have found the cause of the issues and we have resolved issues around card transactions, in-app chats, and calls. If you have tried to chat with us in the last hour, we have received your messages and will respond as soon as possible. We continue to monitor our systems for any changes.
If your card transaction was declined during the last hour, it is safe to retry.
We are still investigating some issues around errors in the app, and will provide more updates as we work through this.
We apologise for the inconvenience. If you have any queries, please contact us in-app, but our responses may be delayed as we handle the queue of messages.
Posted Dec 03, 2019 - 22:55 UTC
Update
We are currently unable to handle customer queries in-app or via phone. If you have an urgent query, please email us at hello@monzo.com
We are aware that a small number of card transactions are being declined. You may also see an increase in errors in your app. If your card transaction declined at a shop or online, it is safe to retry.
If you have tried to send a bank transfer out of Monzo, it may take up to a minute before it appears in your feed. Please do not retry outbound payments unless you see a decline.
We are still investigating the issues and will provide more updates as we know more. We are sorry for the inconvenience.
Posted Dec 03, 2019 - 22:20 UTC
Update
We are continuing to investigate this issue.
Posted Dec 03, 2019 - 22:05 UTC
Investigating
We have detected that a small number of card transactions and bank transfers are failing. You may also see an increase in errors in your app.
If your card transaction declined at a shop or online, it is safe to retry. If you have tried to send a bank transfer out of Monzo, it is not safe to retry at the moment.
We are actively investigating the issue and will provide updates as soon as we know more.
Posted Dec 03, 2019 - 21:58 UTC
This incident affected: 📱 Monzo App and 💳 Card Payments.