My Neo account has been temporarily disabled and frozen. I recently received a notification that my new Neo World Mastercard was shipped, but now I am completely locked out of the app and web portal.
I am currently stuck in a support loop and cannot use the standard contact methods:
I cannot use the live chat because it requires me to log in, which I am blocked from doing.
I do not have access to a phone right now to call the 1-855 security number.
I emailed support, but received an auto-response from the Neo AI Assistant stating the inbox is unmonitored.
Could a Neo Community Manager or support staff member please send me a Direct Message (DM) here on the forum? I need to complete my identity verification to unfreeze my account as soon as possible.
Hey @Megha, I’m sorry you’re dealing with this. Your account is currently under review, so please keep an eye on the email associated with your Neo account for next steps from the team handling the review. They’ll reach out if they need any additional information from you.
Thanks for your patience while this is being looked into.
Since I am locked out and do not have access to a phone right now, could you please add a quick note to my internal review file so the review team is aware of my situation?
I believe I know why my account was flagged. I accidentally left a VPN connected on my phone for an AI service I was using, and I think it may have triggered a security alert while the Neo Financial app was running in the background. I assure you this was a complete accident, and I promise I will make sure to keep my VPN disabled before using the Neo app going forward!
Could you also let me know roughly how many business days this review might take?
I am keeping a very close eye on my email and am ready to securely verify my identity digitally as soon as the review team reaches out.
