Monzo customer service is handled entirely through its app — there is no general phone number, no email address for standard queries, and no branches to visit. All support goes through the in-app chat, available 24/7. For a full overview of the Monzo account including fees, limits, and Pots, see the Monzo hub.
Monzo Support Channels
| Channel | Available | Use for |
|---|---|---|
| In-app chat | 24/7 | All queries, complaints, disputes |
| Emergency phone line | 24/7 | Lost or stolen card, confirmed fraud only |
| Not available | — | |
| Branches | None | — |
| Twitter/X (@monzo) | Limited | Public queries only — never share account details |
How to Contact Monzo via In-App Chat
- Open the Monzo app
- Tap Account (bottom of screen) or the profile icon
- Scroll down to Help and tap it
- Tap Chat with us or search for your issue first — many answers are in the help articles
- Type your message — a support agent responds
During peak hours (Mon–Fri, 9am–5pm), responses typically arrive within minutes. Overnight and at weekends, expect up to 30–60 minutes.
For common queries — “where is my transaction?”, “how do I cancel a direct debit?”, “what is my sort code?” — Monzo’s help section has searchable articles that may resolve your question without waiting for a human.
Lost or Stolen Card
If your Monzo card is lost or stolen, act immediately.
Step 1: Freeze the card
- On the Monzo home screen, tap the card image or go to Card in account settings
- Tap Freeze card to toggle it on
This instantly blocks all card payments — contactless, chip and PIN, and online. Your account, standing orders, and direct debits continue normally.
Step 2: Report it and get a replacement
Contact Monzo via in-app chat or the emergency phone number (in the app under Help) to:
- Confirm the card as lost or stolen
- Order a replacement card (standard delivery: 3–5 working days)
- Dispute any transactions you did not make
Under the Payment Services Regulations, you are not liable for unauthorised transactions if you report them promptly and have not acted negligently.
Reporting Fraud and Unauthorised Transactions
If you see transactions you don’t recognise:
- Check the merchant name first — some legitimate purchases show under unfamiliar names (e.g. a restaurant chain using a parent company name)
- Freeze your card immediately if you believe fraud has occurred
- Tap the suspicious transaction → scroll down → Something wrong? → This wasn’t me
- Monzo will investigate and respond within a few days
Monzo is subject to the APP fraud reimbursement rules (Authorised Push Payment scams). If you were tricked into sending money to a scammer, Monzo must reimburse you in most cases up to £85,000, subject to certain exclusions.
Important: Monzo will never call you and ask you to move money to a “safe account”. If you receive such a call, hang up and contact Monzo directly via the app. This is a common impersonation scam.
Disputing a Direct Debit
If a direct debit was taken incorrectly or for the wrong amount:
- Find the transaction in Monzo
- Tap it and select Dispute this payment or contact Monzo via in-app chat
- State you want to claim back the payment under the Direct Debit Guarantee
Monzo can reclaim incorrectly taken direct debits immediately under the Direct Debit Guarantee — the money is typically returned the same day.
Making a Formal Complaint
If something has gone wrong and you need a formal resolution:
Step 1: Open in-app chat and clearly state: “I want to make a formal complaint about [issue].” Provide full details and the outcome you are seeking.
Step 2: Monzo’s obligations under FCA rules:
- Acknowledge within 5 business days
- Issue a final response within 8 weeks
Step 3: If unresolved or you reject the response, escalate free of charge to the Financial Ombudsman Service (FOS):
- Website: financial-ombudsman.org.uk
- Phone: 0800 023 4567
- The FOS can award compensation and direct Monzo to take corrective action
For a full walkthrough of the bank complaints process, see How to Complain to Your Bank.
Closing Your Monzo Account
To close a Monzo account:
- Move all money out of your main account and any Pots
- Cancel active direct debits, or use the Current Account Switch Service (CASS) to move them automatically to a new bank
- Contact Monzo via in-app chat to request account closure
CASS moves your sort code, direct debits, and standing orders to a new bank within 7 working days and redirects payments from your old Monzo details for up to 3 years. See Monzo Sort Code and Account Details if you need to share your Monzo details before switching.
Monzo vs Other App Banks — Support Comparison
| Bank | General phone | 24/7 chat | Complaint response |
|---|---|---|---|
| Monzo | Emergency only | Yes | 8 weeks (FCA standard) |
| Chase UK | Emergency only | Yes | 8 weeks |
| Starling | 24/7 phone | Yes | 8 weeks |
| First Direct | 24/7 phone | Yes | 8 weeks |
| Barclays | Yes | Yes | 8 weeks |
Starling stands out for offering genuine 24/7 telephone support — a significant advantage for customers who prefer speaking to a person, especially in urgent situations outside business hours.
Related Guides
- Monzo hub — complete guide to the Monzo account
- Monzo Review 2026 — full account review
- Monzo Sort Code and Account Details
- Monzo ATM Withdrawal Limit
- Safe Online Banking — protecting yourself from fraud and account compromise
- How to Complain to Your Bank — formal complaints process and Financial Ombudsman escalation