I can’t access my old phone number

Community Support
1

Hi team, I’m trying to log in to my neo account but I don’t have access to the phone number I used to sign up to Neo! How can I go about changing my phone number please help

2

Hi @Anthony_gregory. Thanks for reaching out and welcome to the community!

To update the phone number on your account, our team will need to verify your identity over the phone first - they’ll then guide you through the steps to make the change.

I recommend giving our support line a call at 1-855-636-2265.

If you have further questions, please let us know! We’re here to help!

3

I could use some help on this matter as well please.

4

Welcome to the community! @Roger_Mcfadyen
I could definitely help with that, have you had a chance to reach out to the support team yet?

5

I need help with this as well is there any other way to go about changing it without having to call in? i can’t login without it

6

Welcome to the community! @Sara_Mountain
This is something I can look into for you! Were you able to get in touch with support about this?

7

Hi there

I really need help. I created a neo account and never used it before. I am ready to use it and have all my direct deposits go into it etc but when I go to log in with my password it keeps sending the phone code to my old number. I have tried calling but the man only gave me one option, verify my ID on this verifying K2A thing but the problem is, I only have an image of it saved to my computer as it was stolen and ive reported it to the police and also am waiting for my new one to come in the mail. The guy gave me zero other alternatives to change the number acess my account and set up my direct deposits etc. I’m sure there has got to be another way to verify someone as these things happen all the time.

I am me so I can verify any detail associated with my identity, or provide literally anything else for proof of my identity. Is there some way I am able to do this and change my number so I can access my account for the first time and set up my direct deposits etc?

8

@Skylar_Van_Wyk Welcome to the community! :tada: I’m really sorry you’re dealing with this. I can understand how frustrating it is when you’re just trying to access your account and set up your payroll. For your security, we can’t unlock accounts or verify your identity using personal details alone. The verification process requires a physical government-issued ID, so photos or screenshots can’t be accepted.

In the meantime, if you can, keep your payroll going to your current bank account so you don’t miss a payday. Once your new ID arrives, you can complete the verification process and regain access to your account.

These security steps are in place to help protect your identity and your money. Thanks for your understanding and patience.