Hey there,
My Neo card works fine, however most of the numbers on the back have rubbed off. I’d like to replace it, but, I don’t want to be without a card.
The Neo website says my card will be deactivated no matter which replacement card option I choose. I also spoke with the chat support and they said the same thing.
However, a month ago I asked “Craig” on reddit, during the AmA about this. He said:
1) Understand the confusion here, if you select your card in the all tab → select ‘cards’ → hit ‘more’ → the → request new card → ‘card isn’t working’ option, your card will not be cancelled until your new one has arrived and is activated. If you have any more questions - drop them here or reach out to me directly and I’ll be happy to help!
I sent a message to the reddit account (recently) but no response.
Your website also says it can take up to 3 weeks for a replacement card?! This is nuts.
I’m so confused with the conflicting responses.
Can someone please explain how I can do this? Thanks
Hi @cmcalgary. Thanks for reaching out. I’m happy to help clarify a few things for you.
For your card replacement, you can follow the steps Craig shared:
“select your card in the all tab → select ‘cards’ → select the card → hit ‘more’ → request new card → ‘card isn’t working’ option”.
Just a heads-up: the message you’re seeing in the app/website is incorrect - it’s a known issue, and the team is actively working on a fix. When you’re replacing a card as damaged, your current card will stay active until the new one arrives and you activate it.
You’re also right about shipping: standard card replacements are sent via Canada Post and can take up to 15 business days to arrive. Unfortunately, we’re unable to offer rush shipping right now due to the ongoing DHL strike across Canada.
Apologies for not getting a response on Reddit - feel free to message myself or @Sana-Neo directly.
In terms of the chat support you received, I’d love to help look into it further for you. I’ll be sending you a DM shortly.
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