Been trying to cancel build membership

Community Support
1

I’ve tried to contact support for a while now, I’ve been on hold for 2hours.

I had issues in the app trying to cancel build membership and only now after oct1st I’ve been billed for this month and it lets me cancel now.

It’s the first of the month. I don’t want to pay for build membership I would like to cancel / dispute this charge.

I would much perfer to call support and speak to them rather than this forum but this is what it has led to.

Thank you in advance.

2

@Polaris Really sorry to hear about the trouble canceling and the long wait! Wait times can sometimes spike during peak call volumes when our queues fill up, but we completely understand your frustration.
Just a heads-up: You can also use our live chat through your Neo online account for faster response

I’ll DM you directly right now so i can get your details safely and help look into it

3

@Youssra_Neo It’s understandable, I’m just a little frustrated..
Thank you very much for your prompt response

4

When does our free membership expire? How do we cancel it?

Thanks
Stan

5

@Polaris You’re very welcome! I’m glad I could help get this resolved for you

6

@Stan Hi there! Membership fees are charged on the 1st of each month. To cancel and prevent future charges, you can downgrade directly in the app to the free Essentials tier.

Steps to downgrade in the Neo app:

  1. Open the Neo App and log in to your account.

  2. Tap your Profile icon (silhouette in the top corner) or the Memberships icon.

  3. Tap See all memberships.

  4. Select Essentials (or the plan of your choice).

  5. Tap Downgrade.

  6. Review the summary details (effective date and changes).

  7. Tap Confirm.

7

I just wanted to send a message to let everyone know this has been solved,

@Youssra_Neo is amazing and solved this extremely fast – this support forum is definitely the fastest way to get help.

I cannot express enough gratitude. Thank you very much!