# I can't login and I have changed my number **URL:** \ **Category:** Community Support\ **Created:** [June 15, 2026, 5:10pm UTC](https://neofinancial.discourse.group/t/i-cant-login-and-i-have-changed-my-number/5804 "2026-06-15T17:10:16Z")\ **Posts on this page:** 6\ **Page:** 1
**Author:** ![Jlnsp](https://sea2.discourse-cdn.com/flex002/user_avatar/neofinancial.discourse.group/jlnsp/32/2273_2.png) [@Jlnsp](https://neofinancial.discourse.group/u/Jlnsp)\ **Post date:** [June 15, 2026, 5:10pm UTC](https://neofinancial.discourse.group/t/i-cant-login-and-i-have-changed-my-number/5804/1 "2026-06-15T17:10:17Z")
I’m trying to login and it asking for my old which dosent exist ![167973](https://us1.discourse-cdn.com/flex002/uploads/neofinancial/original/2X/3/311010bad8d3716e76d9f1e3036f3da4285d6218.png) ---
**Author:** ![Kepsin12](https://avatars.discourse-cdn.com/v4/letter/k/65b543/32.png) [@Kepsin12](https://neofinancial.discourse.group/u/Kepsin12)\ **Post date:** [June 15, 2026, 5:30pm UTC](https://neofinancial.discourse.group/t/i-cant-login-and-i-have-changed-my-number/5804/2 "2026-06-15T17:30:22Z")
Hey, @Jlnsp saw this in one of the threads, looks pretty similar to what you’re dealing with. Hope it help- Open the Neo app or website and go to the login screen. 1. When prompted for your verification code, tap **“Lost access to my number.”** 2. Complete the quick identity check (you’ll need your government ID and a quick selfie). 3. Enter your new phone number and confirm it with the code sent to that number. Once verified, you’ll be logged in with your updated number. If the identity check doesn’t go through, just hit the **“Contact us”** button and our team will jump in to help! ---
**Author:** ![Sakina\_Tougass](https://sea2.discourse-cdn.com/flex002/user_avatar/neofinancial.discourse.group/sakina_tougass/32/2262_2.png) [@Sakina\_Tougass](https://neofinancial.discourse.group/u/Sakina_Tougass)\ **Post date:** [June 15, 2026, 6:14pm UTC](https://neofinancial.discourse.group/t/i-cant-login-and-i-have-changed-my-number/5804/3 "2026-06-15T18:14:13Z")
I tried contacting them after the verifying thing is something i cant do at my current situation. they verified me successfully through call then just told me to do the same thing that i did and didnt work which is the reason i’m calling in the first place. ---
**Author:** ![Shawn\_G](https://sea2.discourse-cdn.com/flex002/user_avatar/neofinancial.discourse.group/shawn_g/32/2296_2.png) [@Shawn\_G](https://neofinancial.discourse.group/u/Shawn_G)\ **Post date:** [June 19, 2026, 11:52am UTC](https://neofinancial.discourse.group/t/i-cant-login-and-i-have-changed-my-number/5804/4 "2026-06-19T11:52:43Z")
I am having the same issue with the 3 step verification to an old phone number. On the log in screen there is not a button or anything that says lost access to phone number and when I clicked the contact us it brought me to sign in again and back at square one with the 2 step verification. Very frustrating and then not a way to contact anyone on these pages I have been able to see. ---
**Author:** ![Shawn\_G](https://sea2.discourse-cdn.com/flex002/user_avatar/neofinancial.discourse.group/shawn_g/32/2296_2.png) [@Shawn\_G](https://neofinancial.discourse.group/u/Shawn_G)\ **Post date:** [June 19, 2026, 11:53am UTC](https://neofinancial.discourse.group/t/i-cant-login-and-i-have-changed-my-number/5804/5 "2026-06-19T11:53:17Z")
Sorry 2 step verification ---
**Author:** ![Yeni-Neo](https://sea2.discourse-cdn.com/flex002/user_avatar/neofinancial.discourse.group/yeni-neo/32/2246_2.png) [@Yeni-Neo](https://neofinancial.discourse.group/u/Yeni-Neo)\ **Post date:** [June 19, 2026, 2:29pm UTC](https://neofinancial.discourse.group/t/i-cant-login-and-i-have-changed-my-number/5804/6 "2026-06-19T14:29:47Z")
Hey @Shawn_G, welcome to the community! 👋 Sorry to hear you’re running into this issue. Were you able to complete the ID verification process after selecting “Lost access to my phone number”?