Neo Community Support

Community Support
1

Welcome! Here’s how to get help from the Neo community

  1. Create an account here.
  2. Click “Neo Topic”.
  3. Select “Support” as you category.
  4. Describe your situation.

To get the best results:

  • Describe the situation and what you’re trying to accomplish, not just the problem.
  • Be open to creative solutions.
  • Be civil. Everyone here is a volunteer and no one wants to work with a jerk.
  • Questions will be answered by both Neo users and employees.
  • Do not share card information, your full name, or other private information. This is a public forum.

Thanks for being part of the Neo community — and don’t hesitate to jump in and help others if you see the opportunity to return the favour.

— The Neo Community Team

2

My acciunt has been frozen

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What message did you get/are you seeing?

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It said to contact you guys and that its frozen

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Freezing an account is super rare. We don’t benefit at all from having an account frozen. Generally, this is because:

  • We suspect the account has been taken over by a fraudster. In this case, you need to contact support and provide proof you are who you say you are. This is usually very easy to resolve.
  • We suspect the terms and conditions have been broken (generally for fraud or money laundering). We are obligated to freeze accounts immediately when this happens. You may have to wait while the investigation takes place.

It could be something else, but those are the more common ones. What do you think has happened?

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7

Thanks, that helps! You need to call in and verify your identity.

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Hi this is a message for you

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Hello i called and my account is still frozen? I was wondering how long it takes

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What did they say when you called?

11

Hello I am having trouble logging into my account I requested a password reset 3 times and haven’t received any link in my email account yet and it’s been weeks

12

I dont see cash advance as an option in atm

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Hello Cory, welcome to the community! :tada: Sorry you’re having trouble logging into your account! Just to confirm, are you entering the email address linked to your Neo account when trying to reset your password?

14

Hey @Joseph_Isaac, thanks for flagging and welcome to the community! Cash advances on your Neo credit card work at any Mastercard-compatible ATM. Did you select Credit when prompted for account type?