Monzo

Before You Start

Is it safe to do this now?

Before making changes, consider whether the other person might notice. Changes to your Monzo account can trigger push notifications to your phone. If someone has access to your phone or watches your notifications, you may want to wait until you have a safe window.

Good news: Monzo only allows one login per device type (one iPhone, one Android). If you log in on a new phone, any other phone of the same type is automatically logged out within seconds.

What you’ll need

• Access to the Monzo app on your phone
• Access to your email (for magic link login if needed)
• Your Monzo card (for PIN changes)
• Photo ID (passport or driving licence) if you need to verify your identity
• Approximately 15-30 minutes of uninterrupted time

Consider doing first

• Setting up a new email address if your current one may be monitored
• Checking your phone isn’t being monitored

Quick Contacts

What to say: You don’t have to explain your full situation. You can simply say:

“I need to make sure only I have access to my account.”

If you want to disclose more, you can say:

“I’m in a difficult situation at home and need to make sure my account is private.”

Monzo has a specialist Vulnerable Customers Team trained to help with these situations.

Check Who Has Access

Devices

Monzo automatically limits access to one device per type:

• Only one iPhone can be logged in at a time
• Only one Android phone can be logged in at a time

If you log in on a new phone, any previous phone of the same type is automatically logged out. You don’t need to manually remove devices.

To confirm you’re the only one logged in: Simply log in on your current phone. If someone else was logged in on another phone of the same type, they’ll be logged out automatically.

Third-party apps (Open Banking)

Other apps may have permission to view your Monzo transactions. To check and remove these:

1. Open the Monzo app
2. Tap your profile icon (bottom right)
3. Go to Settings
4. Tap Privacy and security
5. Tap Manage apps
6. Review the list of connected apps
7. Tap the three dots next to any app you want to remove
8. Tap Remove access

What to look for:

• Apps you don’t recognise
• Budgeting or money apps someone else set up
• Apps you no longer use

Note: The app names may not always be clear—some just show “Account Information.” If unsure, you can remove access and re-authorise later if needed.

Remove Unwanted Access

If you suspect someone knows your PIN

Your card PIN can be changed at any high street bank ATM:

1. Insert your Monzo card at a Barclays, HSBC, Lloyds, or NatWest cash machine
2. Enter your current PIN
3. Select PIN services
4. Choose Change PIN
5. Enter a new PIN (avoid birthdays or obvious numbers)

If you don’t know your current PIN:

1. Open the Monzo app
2. Tap the Card tab
3. Tap Reveal PIN
4. Complete the selfie video verification
5. Your PIN will be shown

If someone knows your email

Monzo uses “magic links” sent to your email instead of passwords. If someone has access to your email, they could potentially log in.

Priority: Secure your email first. See our email guides.

To update your email address in Monzo:

1. Tap your profile icon
2. Go to Settings
3. Tap Personal details
4. Update your email address

Lock Down Your Account

Enable App Lock

Require Face ID, Touch ID, or fingerprint every time the app opens:

1. Tap your profile icon
2. Go to Settings
3. Tap Privacy and security
4. Enable App Lock

This means even if someone has your phone, they can’t open Monzo without your face or fingerprint.

Enable biometric payments

For extra security on payments:

1. Go to Settings
2. Tap Privacy and security
3. Check Biometric security settings

Review notification settings

Check what notifications are visible on your lock screen:

1. Go to Settings → Privacy and security
2. Review notification options

You may want to hide transaction details from lock screen notifications if someone might see your phone.

Add a security codeword

Contact Monzo’s support team to set up a codeword. This is a secret word only you know that you can use to signal if something is wrong or to verify your identity.

1. Open Help in the app
2. Search for “domestic abuse” or “tell us about your situation”
3. Tap Tell us more at the bottom
4. Request a security codeword

Get Confidential Support

Monzo has a feature called Share With Us that lets you tell them about your situation without leaving a trace in your app.

How to use it

1. Open the Monzo app
2. Tap the Help tab
3. Search for “Talking to us about domestic and financial abuse”
4. Tap Tell us more at the bottom of the article

What happens next:

• Your message goes directly to Monzo’s specialist Vulnerable Customers Team
• They’ll review your account and contact you (via in-app chat or phone—your choice)
• No record appears in your chat history
• They’ll never share your information outside Monzo
• They’ll ask permission before making any changes

What Monzo can do

• Keep a private note of your situation on your account
• Contact you at a time that’s safe for you
• Change how they contact you (phone instead of email, etc.)
• Add a security codeword to your account
• Provide details of support organisations

If You’re Locked Out

If you can’t access your account:

Lost access to your phone

1. Download the Monzo app on your new phone
2. Enter your email address
3. Check your email for the magic link
4. Tap the link to log in
5. Enter your PIN
6. Complete video verification if prompted

Forgot your PIN

1. Tap Forgot PIN? on the login screen
2. You’ll need your Monzo card and photo ID
3. Take a selfie video for verification
4. Your PIN will be revealed once verified

Lost access to your email

1. Visit web.monzo.com
2. Follow the steps to update your email
3. You’ll need to provide a photo of yourself holding your ID

Account frozen or blocked

1. Contact Monzo through in-app chat if you can access the app
2. If you can’t access the app, you’ll need to verify your identity with a video selfie and ID

Starting Fresh

Sometimes it’s safer to open a new account rather than secure an old one. This avoids triggering notifications and ensures no hidden access remains.

Opening a new Monzo account

You cannot have two personal Monzo accounts. However, you can:

1. Close your current account and open a new one with a new email address
2. Open a Monzo joint account separately (different from personal account)

Keeping a new account private

If opening a new account elsewhere while keeping Monzo:

• Use an email address only you can access
• Go paperless (Monzo is paperless by default)
• Use an address the other person doesn’t know, or ask Monzo about address options

Red Flags That Suggest Compromise

Watch for these warning signs:

• Transactions you don’t recognise
• “New device” notifications you didn’t trigger
• Login magic links you didn’t request
• Someone knowing details of your spending
• Third-party apps you didn’t connect

If you notice any of these, secure your account immediately and contact Monzo’s support team.

Additional Support

Monzo support

• In-app chat: Available 24/7
• Share With Us: For confidential disclosures (see above)

External support

• National Domestic Abuse Helpline: 0808 2000 247 (24hr, free, hidden on phone bills)
• Refuge: refuge.org.uk
• Surviving Economic Abuse: survivingeconomicabuse.org

Last verified: December 2025

If anything on this page is out of date, please contact us.