I am writing to request assistance with accessing my Neo Financial account. I am currently unable to log in because the mobile number linked to my account is no longer available / cannot receive verification codes.
However, I still have full access to the email address associated with my account, which is: manroop6452@gmail.com
I would like to request:
remove the old mobile number from my account
Allow account recovery / verification using my registered email
Guide me through the steps to restore access
To help verify my identity, I am ready to provide any information or documents you may require — such as full name, date of birth, account details, or ID verification.
I tried to upload the id which was linked to account but its expired so it cannot verify.
Later I try to verify with international passport told me to contact support, I can’t reach support neither on call or chat as I am not in Canada right now , I need to access my account as I am stuck abroad , kindly it would be great if anyone could reach me.
Hi @Roopx98, I’m sorry to hear that happened! The quickest way to regain access is through the self-serve recovery flow in the Neo app or website. On the login screen, select “Lost access to my number” and follow the identity verification steps using a valid, non-expired government-issued ID and a selfie.
Unfortunately, expired IDs can’t be accepted. We do support some international passports, although not all are compatible with the verification system.
If the verification is declined, you should see a “Contact Us” option to reach our support team
is available 7 days a week through calls and chat.
I tried everything as I am not in Canada so I can’t get in touch with any support, I try to call on the phone number as well , whereas I need to login to chat support, which I can’t do .
So I was looking forward if any chat support or neo official can reach out and help me solve issue as I am stuck in abroad right now and need access to my account.
@Roopx98 We’d be happy to help you with this! Just a quick heads-up: a Canadian phone number is required to log in to your Neo account, as international numbers aren’t currently supported for login or verification.
If you have access to a Canadian number where we can reach you, we can definitely help guide you through the next steps!
@Roopx98 For security reasons, we’re unable to verify your identity or make account changes through email or WhatsApp. We’ll need to authenticate you through our support process before we can assist with your account.
Once you’re able to receive a call on your Canadian number, please shoot me a DM and i’ll be happy to help you with the next steps