Monzo customers experienced significant service disruptions on Monday, with many reporting an inability to make card payments or conduct bank transfers. The digital bank acknowledged the issues, stating it had identified “some issues” and activated a backup service, Monzo Stand-in.
Despite the bank's efforts, some users reported via social media that the stand-in service was not functioning as expected, leaving them unable to complete transactions. "I can't use my card for anything at the moment," one user posted on X. Another stated, "Your 'backup' bank does not have the functionality you state it does. I can't make bank transfers right now."
Monzo, founded in 2015, operates as a mobile-first bank without physical branches and serves over 16 million personal and business customers globally. The bank indicated it was actively deploying a fix and aiming to restore full service promptly for all users.
The Monzo Stand-in service is designed to allow customers to continue making card payments, withdrawing cash, freezing their cards, and sending and receiving bank transfers during outages. However, the reports from some users suggest a partial or complete failure of this backup system during the incident.