i am a Tims Financial Card holder, i recieved an email to move my self from Tims to neo and during the steps i am suppose to recive a code on my email to verify it, for 3 times i recieved no codes, what shoul i do specially i am out of Canada now and my email is my only way to comnucate !!!
@Amgad_Azmy Hi! I’m sorry you’re having trouble receiving the verification code, especially while you’re outside Canada and relying on email to complete the migration. please reply to the DM with the email address or phone number linked to your Neo account and we’ll be happy to look into this further
Hi @Amgad_Azmy,
Check your DMs, I sent you some info that should solve the problem.
Let me know if it works!
What’s a Tim
The Tim Hortons Mastercard that’s being fully retired Oct 1.
I need help completing the migration of my Tims Mastercard account to Neo, and this forum is the only support channel I have left.
Here is the full situation. When the Tims Financial transition was announced, I was told a replacement card had been mailed to me. It never arrived. I was later told it was mailed a second time. It never arrived either. I have no physical card and no way to access my account.
With Tims Financial service ending, I went to the migration portal to move my account over. The first screen loads fine and asks for the email and phone number on my Tims account. I enter them, and the verification code never arrives. I have checked the inbox of the email on my Tims account - the same address I entered in the form - spam included. No email is being delivered. The code-sending step of your migration flow is broken.
I want to be clear that this is not user error. I am a software engineer. The page renders, the form submits, and nothing is delivered on the other end. Something in your email pipeline for this flow is failing, and based on other posts in this thread, I am not the only one hitting it.
Every other support channel is a dead end. Your chat requires a Neo account, which I cannot create because the migration is what is failing. Your support email returns an auto-reply saying it is not monitored. Your phone line has had me on hold for 30 to 40 minutes with no answer. That leaves this forum.
My request is simple: I need someone at Neo to manually verify my identity and complete the migration, or fix the verification email flow so I can do it myself. I can provide whatever account details you need over DM.
@Concerned Thank you for flagging this! I can definitely look into your account to investigate this further
I have sent you a private DM!
Update: resolved. Turned out the verification codes were going to the old number on my account - I had updated my phone number on the Tims Financial account months ago, but the change didn’t carry over to Neo’s side. For anyone hitting the same issue: try whatever info you originally signed up with, even if you changed it later. Might work. Youssra sorted it out and my account is moved - appreciate the help.
Awesome to hear! and so glad we got that transition wrapped up for you!