# Lost Card - Can't set up payment

**URL:** <https://neofinancial.discourse.group/t/lost-card-cant-set-up-payment/7139>\
**Category:** Community Support\
**Created:** [October 5, 2026, 2:13pm UTC](https://neofinancial.discourse.group/t/lost-card-cant-set-up-payment/7139 "2026-10-05T14:13:58Z")\
**Posts on this page:** 5\
**Page:** 1

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**Author:** ![Susan\_Sickles](https://sea2.discourse-cdn.com/flex002/user_avatar/neofinancial.discourse.group/susan_sickles/32/2845_2.png) [@Susan\_Sickles](https://neofinancial.discourse.group/u/Susan_Sickles)\
**Post date:** [October 5, 2026, 2:13pm UTC](https://neofinancial.discourse.group/t/lost-card-cant-set-up-payment/7139/1 "2026-10-05T14:13:58Z")

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I lost my card and don’t know how I can set up my account to pay my balance - I can’t get through on the phone. Any suggestions? Thanks in advance

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**Author:** ![Youssra\_Neo](https://sea2.discourse-cdn.com/flex002/user_avatar/neofinancial.discourse.group/youssra_neo/32/2764_2.png) [@Youssra\_Neo](https://neofinancial.discourse.group/u/Youssra_Neo)\
**Post date:** [October 5, 2026, 4:06pm UTC](https://neofinancial.discourse.group/t/lost-card-cant-set-up-payment/7139/2 "2026-10-05T16:06:43Z")

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@Susan_Sickles Hi there! You can manage both steps right from your phone

1. **Freeze/Replace the Card:** Go to **Accounts** → your credit card → **Manage card** → Select _Request a new card_).

2. **Pay Instantly (Recommended):** e-Transfer money into your Neo Chequing account, select your credit card in the app, tap **Pay** , and pay directly from that balance. It applies immediately.

3. **Pay via External Bank:** In the app under **Manage card** , tap the eye icon to view your full 16-digit card number. Add **Neo Financial** as a bill payee at your other institution using that number (takes 3-5business days).

Hope this helps!

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**Author:** ![Susan\_Sickles](https://sea2.discourse-cdn.com/flex002/user_avatar/neofinancial.discourse.group/susan_sickles/32/2845_2.png) [@Susan\_Sickles](https://neofinancial.discourse.group/u/Susan_Sickles)\
**Post date:** [October 5, 2026, 4:50pm UTC](https://neofinancial.discourse.group/t/lost-card-cant-set-up-payment/7139/3 "2026-10-05T16:50:17Z")

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THank you for your response. Unfortunately, its a bit more complex - I’ve put in a ticket for support to assist.

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**Author:** ![Youssra\_Neo](https://sea2.discourse-cdn.com/flex002/user_avatar/neofinancial.discourse.group/youssra_neo/32/2764_2.png) [@Youssra\_Neo](https://neofinancial.discourse.group/u/Youssra_Neo)\
**Post date:** [October 5, 2026, 5:56pm UTC](https://neofinancial.discourse.group/t/lost-card-cant-set-up-payment/7139/4 "2026-10-05T17:56:30Z")

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Ok perfect, You’re very welcome anytime!

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**Author:** ![Youssra\_Neo](https://sea2.discourse-cdn.com/flex002/user_avatar/neofinancial.discourse.group/youssra_neo/32/2764_2.png) [@Youssra\_Neo](https://neofinancial.discourse.group/u/Youssra_Neo)\
**Post date:** [October 5, 2026, 5:56pm UTC](https://neofinancial.discourse.group/t/lost-card-cant-set-up-payment/7139/5 "2026-10-05T17:56:36Z")

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