Ive lost access to my phone number associated with my account so i'm having troube signing in to my account

Community Support
1

I’m trying to sign in to my account but can’t because i no longer have access to my phone number linked to my account so i cannot recieve the verificaton code to login in what do i need to do to to access my bank account

2

This is a great case where I highly advocate that Neo consider implementing at least TOTP based 2FA, and ideally passkeys. Not only are they not impacted due to loss of mobile phone service (be it due to loss of access to mobile device or an sim-swap type account hack), but passkeys are designed to be phishing-resistant. (I understand there is nothing you can do about this – this is more for any Neo staff monitoring this forum.)

In the mean time, your only option is to reach out to Neo support to ask for a 2FA reset process to be performed so that a new e-mail address or phone number that is capable of receiving SMS verification can be registered to your account…

3

Hey @Ashton_Desjarlais, you can actually change the phone number from the login page.

  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!