Skip to Content
Published in: Fraud

Unexpected message or call from Monzo? Here's how to tell if it's real.

Fraudsters try to trick you into sending them money by pretending to be someone you trust. If you get an email, phone call or text message that looks like it’s from Monzo, you should check its really us.

If someone calls you claiming to be from Monzo, check if it's us in the Monzo app

Head to ‘Privacy & security’ in Settings by tapping your profile in the top left of the Home screen.

If the ‘Monzo call status’ shows a member of the Monzo team isn’t talking to you, hang up right away and report it to us.

A screenshot of the Privacy and Security screen in the Monzo app showing the Monzo Call Status. An orange icon with a crossed-out phone shows a message that says: "We're not talking to you, if someone is telling you they're from Monzo, hang up now"

We’ll never call you without arranging it with you first

We'll message you in the app to let you know we plan to ring you. And we'll never call you out of the blue.

We'll always go through security questions with you before discussing your account, to confirm we're really speaking to you.

On a call, we'll never:

  • Tell you your money is in danger

  • Ask you to move your money to a "safe account"

  • Pressure you to move your money into a different account

  • Tell you to take out a loan or overdraft

  • Ask you download any other app to help solve a problem

Magic link emails are a secure way for you to access your account. We’ll never:

  • Ask you to log in via a magic link if you haven’t requested one. If you get a magic link you aren’t expecting, delete it. Don’t click on it or forward it to anyone.

  • Ask you to forward a magic link email. If someone asks you to forward a magic link, it’s a scam. If the scammer has personal data like your Monzo PIN, if you forward them the magic link they could get access to your account.

  • Ask you for a password. You don’t have a Monzo password, and we’d never ask you for your email password. If you’ve told anyone your email password, you should change it straight away.

In a text message, we'll never:

  • Claim we’ve detected suspicious activity on your account

  • Send you a link to a website and ask you to provide sensitive information (like a password or your PIN)

Outside the app, we’ll never:

  • Ask for your PIN (the four digit number you use to make card payments or withdraw cash from an ATM)

  • Ask for the full 16-digit number on your card or three numbers on the back of the card

  • Ask for any passwords like your email address password or other sensitive information

  • Ask you to send us an email with a video to prove your identity. We do sometimes ask you to confirm your identity by recording a video – but we only do this in the app. We’ll never ask you to email it to us.

If you weren't expecting a call from Monzo, hang up

  • Don't do anything they request, like share sensitive information (your PIN, email address password) or move your money into a "safe account"

  • Check your in-app chat to see if we've messaged you about calling

  • Don't call the number back. Fraudsters make the number look like it's Monzo, but it's not. If you need to call us, use the number on the back of your debit card

  • Never enter sensitive information (PIN, email address, password, PAN, or CVC) into websites claiming to be Monzo

Get in touch with us by calling the number on the back of your debit card or by messaging us through in-app chat.

Existing customers can get help via the app

Monzo Bank Limited is a company registered in England and Wales (No.09446231). Monzo Bank Limited is authorised by the Prudential Regulation Authority and regulated by the Financial Conduct Authority and the Prudential Regulation Authority. Our financial Services Register number is 730427. Our address is Broadwalk House, 5 Appold St, London EC2A 2AG.