Logging in when your phone is lost, stolen or broken
If you’ve lost your phone, it’s been stolen or it’s broken
Follow the steps on our lost or stolen phone help article.
If you have Monzo Max, your phone is insured for theft or damage. You can find more information about your insurance policy (including your insurance policy number and claim phone number) in your welcome email.
If your phone is working but the camera is not working
First, confirm it’s a hardware issue by checking that camera permissions are enabled for the Monzo app:
Go to Settings, choose Monzo, and make sure Camera and Microphone are both enabled
Then restart your phone
If the settings are enabled and the camera still isn’t working, it’s likely a hardware issue. This means you won’t be able to use your face to log into your account.
Go into your app settings and switch off biometrics
Log in using your PIN instead
If you’ve forgotten your PIN and your camera is broken, you won’t be able to use the Forgot PIN button. In this case, please email us at help@monzo.com and include:
Your full name
Your email address and phone number registered on the account
Your 8 digit account number
*A photo of yourself holding your photo ID, or holding a piece of paper with today’s date on it. We need to see both your face and your ID or piece of paper in the same image
