I can't open my account and I can't reset the password

Community Support
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Hello, I can’t open my new account Hello, I can’t open my new account and I don’t receive any emails when I reset the password

I have been suffering for more than a week with this problem i need help pls and thank you

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Hello @Omnia_Ismail, and welcome to the community! Thanks for reaching out. I’m really sorry to hear you’ve been having trouble logging in, that can definitely be frustrating.

Just to double-check, are you entering the email address linked to your account in the reset password process? Sometimes these issues happen if there are extra spaces or capital letters, so make sure it’s typed in exactly as it appears on your account.

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Yes I’m sure I wrote my email address correctly

Is there any way to reset the password instead of the email? Can I return the password by sending a code to my phone number?

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Gotcha, thanks for letting me know! Right now, the only way to receive a password reset link is through the email on your account. I’ll reach out to you via DMs to grab a few details so I can look into this further with you.

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Hi there, I’m having a similar problem. I just tried to create an account and received a notification that an account already exists under my email, which is strange because I have no memory of ever creating an account with Neo. Anyway, none of the password I have tried are working and when I try to get a password reset link, it is not sending to my email. I am positive I am entering the correct email address. Please help!

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And it is not going to my junk or any other folder.

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Hi @Daelin_Henschel, thank you for reaching out and welcome to the community!

Quick question: do you happen to have multiple email addresses? If so, could you try entering your other email to see if the password reset comes through there? Sometimes the account is tied to an email you don’t expect.

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I used to have a second email but got locked out of it years ago so that won’t be of help unfortunately.

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I am pretty sure I have never made an account with my current email address

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Hi @Daelin_Henschel, got it, thank you for letting me know! Will DM you to take a look into this further for you. Talk to you soon!