Need to cancel my Neo credit cards. Helpline is useless as they want credit card details. I cannot log into my account as you have attached my home line so I don’t get the OTP. I tried explaining that to the help centre but they said they cannot change to cell number unless they authenticate me. It’s a catch 22, just frustrated.
@Alok_Gupta I’m really sorry you’ve been stuck in this loop, I can completely understand how frustrating that would be. Because the OTP is going to your home line, the team still needs to complete verification before they can update the phone number on the account, which is why they’re asking for authentication first. However, You can actually update your phone number right from the login screen, so you don’t need to access the account first. Just open the Neo app or website and try logging in like normal. When it asks for the verification code, select “Lost access to my number."
From there, you’ll be asked to verify your identity with a government ID and a selfie. Once that’s done, you can add your new phone number, verify it with the code sent to it, and log back in normally.
If the verification doesn’t go through for any reason, send me a DM or update this thread, and we can look into other options for getting the card cancelled.
Hi Yeni,
There is no option of “Lost access to my phone number”. The only option I have is## Verify your new device
Enter the 6-digit code sent to (***) ***-3003. If we can’t send you a text message, we’ll call you with the code.
Thanks for the update @Alok_Gupta, just to confirm, are you currently trying this on the Neo app or through a web browser on the website? It’s possible that the app version you are using might need a quick update, as that option should definitely be hiding somewhere around there.
Yeni: I downloaded the app and saw the option to change the linked phone. I went through the verification but at the end I got a response saying that my cell number is already associated with this profile.
The issue is that you have set my home number as primary and that is where the otp is coming which I don’t get as it’s a landline. You need to switch the primary number in my profile yo me cell. I cannot to this as your support will not do that unless they verify me and I am going in circles here.
Okay @Alok_Gupta, let’s see how I can help here. Could you please share your support ticket number from your recent chats or calls with our support team? Once you drop that number here, I will personally look into it on my end.
Hi Yeni,
Thanks for your support. Unfortunately I don’t have a tracking number or a case number as, as guided by you, I tried to change the telephone number through your app. However, after receiving the OTP on my cell, the number which I want to make primary, I got the message which is in the attached screenshot. This is where I am stuck as it is a catch 22 … cannot change the number as it already associated with my profile, but cannot receive OTP as the Landline is the primary number in your system. Issue is at your end the way you’ve set up my profile.
No worries @Alok_Gupta, I can look into it for you. I’d send you a dm to get some details.