Important: Your account details have been updated

Announcements
1

Hello everyone,

I want to give a quick heads-up about a migration that started this fall and affects all Neo account holders — and also explain why it’s happening.

What’s changing

We’ve made some behind-the-scenes updates to our banking system so that we can ship new features. As part of that, your:

  • Transit number and institution number have changed

  • The first digit of your account number may have changed

  • You can find your new account info anytime in the Neo app or website.

Your old account info will still work for deposits and payments until December 31, 2025. After that, any transactions sent to your old details might be declined — so you will have to to update your info before then.

We’re also providing a list in your app of recent deposits and withdrawals to help you see who might need your new account info (like payroll, CRA deposits, or pre-authorized debits).

Why we’re making this change

Neo isn’t a bank — we partner with regulated Canadian banks to hold customer deposits safely.

The good news (and the challenge!) is that Neo’s growing fast — so fast that our current partner banks were running out of capacity to hold all those deposits.

To stay ahead, we’ve built systems that let us allocate deposits to new bank partners, more than doubling our capacity.

This also means we can now build new features once and apply them across all bank partners instead of recreating everything for each one. That’s a big deal — it unlocks improvements like mobile cheque deposits which were previously (surprisingly) tough to launch.

What to do next

Before December 31, 2025, update any active:

  • Direct deposits (e.g., paycheques, tax refunds, government benefits)

  • Pre-authorized debits (e.g., bills, mortgages, subscriptions)

You can grab your updated details right from your Neo app or web dashboard.

Questions?

We know this kind of update takes a bit of effort, and we really appreciate your patience. Drop your questions or concerns below — our team’s here to help clarify anything.

Thanks for sticking with us as we keep building a better, more flexible Neo.

— Grant
Neo Community Team

4 Likes
2

My question mainly is what happened to the early deposit features I was supposed to receive my CCB payment for the 20th today normally I would get it a day early watch today is the 19th the day is almost done I have yet to receive that direct deposit when I contact the bank they tried to blame the CRA after speaking with the CRA they confirm the payment went to my account confirmed all the new details matched up for what the new details said for the account the change was made a month and a half prior to and the payment was successfully sent from their side over to Neo but yet I’m still waiting and can’t get a actual answer on where the deposit is and if it will at least be in my account by the payment date tomorrow at least what you’re starting to worry me the change was made and all the kinks should have been worked out first because now I’m missing a $700 payment

1 Like
3

Hi Rob, so sorry for what you’re going through. For context, we’re updating out account system right now. It’s led to a bunch of new features which we couldn’t do before (higher interest savings accounts, joint accounts, etc.) and there’s a bunch more that it enables down the road (including cheque deposits).

Unfortunately, in the process we lost some of the control we used to release the funds early in the past. Getting early payments working again is a top priority for us and senior leadership is involved in making it happen.

4

Based on what we’ve seen, the payment should arrive tomorrow. Please let me know immediately if it doesn’t.

5

As long as the payment is still coming tomorrow that’s all that I care about I’m okay with not having the early deposits as long as I get my deposit on the day it’s supposed to

1 Like
6

I feel you. I tried to trace the individual payment so I could provide some confidence, but I think it will take me longer to get a lock on it than to simply wait until tomorrow. If you don’t see anything, let me know and I’ll continue working to figure it out.

7

@Rob_Milner did everything come through ok?

8

Hello,

Thank you for your post, but I have one question : Has the date of december 31st been pushed back ?

The reason I ask is that I only started seeing, early January 2026, a POP-UP when I logged in saying : Update any active direct deposits and pre-authorized debits (PADs) with your new info before April 30 to avoid disruptions.

As soon as I saw that pop-up, I checked the account details with what I have given in november and they are exactly the same. When was the change made to the account’s transit and bank number ?

Thank you

1 Like
9

Seems the deadline has been pushed to April 30 now, I did the same thing. The changes were made in the fall, so if you’ve updated your payments after October-ish you should be totally fine.