How Do I Contact Monese Customer Support?

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Monese is a mobile-only financial app that offers current accounts and money transfer services as an alternative to traditional banks. Founded in 2015 and headquartered in London, it was designed to make it easy to open a bank account without a permanent address or credit history – a feature that made it popular with immigrants, expats, and people new to the UK banking system.

Monese operates across more than 31 countries in the European Economic Area and provides accounts in pounds sterling, euros, and Romanian leu. In October 2024, Monese was acquired by fellow UK fintech Pockit for around £15 million. Both brands continue to operate independently, and Monese’s service and customer support remained unaffected by the ownership change.

This page covers all the ways to contact Monese customer service, including in-app chat, email, social media, and the help center.

How to Contact Monese Customer Service

Monese’s primary support channels are in-app chat and email. Phone support is not available. The fastest route is through the app’s built-in chat, where you can reach a support agent directly from your account.

Monese Customer Service – Help Center

Monese’s help center at support.monese.com covers the most common topics: account setup, card management, transfers, payments, security, and more. It is available in multiple languages and is the fastest way to find answers to routine questions without contacting support directly.

You can also check status.monese.com if you suspect a service outage – it shows real-time status for all Monese services.

Monese Customer Service – Chat

In-app chat is the main way to reach a Monese support agent. To start a conversation, open the Monese app, tap the menu icon in the top-left corner, then select “Get help.” From there you can browse the help articles or start a live chat with the support team.

The app is available for iOS and Android. Download links: Google Play / App Store.

Monese Customer Service – Email

You can also contact Monese by email at [email protected]. Email from the address linked to your Monese account – this lets the support team verify your identity and respond more quickly. Describe your issue clearly and include any relevant details such as transaction dates or amounts.

Monese on Social Media

Monese runs a dedicated support account on X (Twitter) at @monesehelp, which handles support queries via direct message. Other social channels are used for announcements and content rather than customer support.

Monese Customer Service – Address

Monese’s UK registered address is Eagle House, 163 City Road, London EC1V 1NR. This is the company’s head office, not a customer service walk-in location. For EEA customers, Monese EU SA is based at Avenue Arnaud Fraiteur 15-23, 1050 Ixelles, Belgium.

Monese Customer Service – FAQ

Here are answers to common questions about Monese customer service and account management:

Does Monese have a customer service phone number?

No. Monese does not offer phone support. The primary way to reach their team is through in-app chat, accessed by tapping the menu icon in the app and selecting “Get help.” You can also contact them by email at [email protected].

How do I open a Monese account?

You can open a Monese account entirely through the app – no branch visits or proof of address required. Download the app on iOS or Android, complete the identity verification process (which takes a few minutes), and you can start using your account straight away. Monese accepts applicants from over 31 countries in the EEA.

What plans does Monese offer?

Monese has four plans: Pay As You Go, Everyday, Cashback, and Premium. Prices start at £4.95 per month (Pay As You Go) and go up to £14.95 per month for Premium, which includes unlimited fee-free ATM withdrawals and zero foreign currency fees. An annual Premium subscription is available at a discounted rate.

My Monese account has been locked – what should I do?

Account locks are typically triggered by security checks or regulatory requirements. If you cannot access your account, contact Monese support via in-app chat or email at [email protected]. You will need to verify your identity before access is restored. This is one of the most common complaints on Trustpilot, so contacting support promptly and having your ID documents ready speeds up resolution.

Can I send money internationally with Monese?

Yes. Monese supports international transfers within the EEA and to certain countries outside it. Transfer fees and exchange rates vary by plan – Premium users get lower or zero fees on international transfers. Check the in-app calculator before sending to see the exact fee for your currency pair.

Does Monese offer Apple Pay or Google Pay?

Yes. Monese supports both Apple Pay and Google Pay. You can add your Monese card to either wallet through the app’s card settings. Once set up, you can use your phone or watch to pay wherever contactless payments are accepted.

Is Monese regulated and safe to use?

Monese Limited is an Electronic Money Institution (EMI), not a bank. Its UK operations are regulated by the Financial Conduct Authority (FCA). Because it holds an e-money license rather than a full banking license, customer funds are not covered by the FSCS deposit protection scheme. Instead, Monese safeguards funds in separate accounts held with major banks, as required by FCA rules. On Trustpilot, Monese holds a rating of 4.3 out of 5 based on over 51,000 reviews (as of March 2026).

How to Get the Fastest Help from Monese

  • Use in-app chat for account issues – This is Monese’s primary support channel. Opening a chat from within the app automatically links your account, so agents can see your details and resolve issues faster.
  • Email from your registered address – When contacting [email protected], use the email address tied to your Monese account. Emails from unrecognized addresses can face delays while identity is verified.
  • Check status.monese.com before contacting support – If payments or transfers are failing, a service outage may be the cause. The status page updates in real time and can save you waiting for a support response.
  • Have ID documents ready for account lock disputes – Monese’s most common issue is account access locks. Having your passport or driver’s license ready when you contact support gets identity verification done in one exchange rather than several.
  • Use @monesehelp on X for quick queries – Monese’s dedicated support account on X (Twitter) responds to DMs during business hours. It is useful for getting a quick answer when you do not have immediate access to the app.

About Monese

Monese was founded in 2015 by Norris Koppel, an Estonian entrepreneur who struggled to open a UK bank account when he moved to London. The experience led him to build a mobile-first financial app that could verify customers entirely online, with no requirement for a UK address or credit history. The app launched in 2015 and quickly attracted customers who were underserved by traditional high-street banks, including immigrants, expats, and people with thin or no credit files.

The company grew to serve around two million customers across more than 31 countries in the EEA, offering accounts in pounds sterling, euros, and Romanian leu. Monese was backed by investors including HSBC and Kinnevik before financial difficulties in 2024 led to its acquisition by Pockit, a UK fintech focused on financially underserved customers. Pockit paid approximately £15 million for the business, with HSBC writing off its stake in the process. Both Monese and Pockit continue to operate as separate brands under the same ownership group.

Monese’s app has been downloaded millions of times on iOS and Android and is rated 4.3 out of 5 on Trustpilot based on over 51,000 reviews (as of March 2026). The most common praise is for the ease of account opening and international transfer features. Recurring complaints center on account access locks and slow resolution times. Monese is regulated in the UK by the Financial Conduct Authority as an Electronic Money Institution.