# New account issue

**URL:** <https://neofinancial.discourse.group/t/new-account-issue/5411>\
**Category:** Community Support\
**Created:** [May 21, 2026, 1:14am UTC](https://neofinancial.discourse.group/t/new-account-issue/5411 "2026-05-21T01:14:44Z")\
**Posts on this page:** 3\
**Page:** 1

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**Author:** ![Joel10](https://avatars.discourse-cdn.com/v4/letter/j/73ab20/32.png) [@Joel10](https://neofinancial.discourse.group/u/Joel10)\
**Post date:** [May 21, 2026, 1:14am UTC](https://neofinancial.discourse.group/t/new-account-issue/5411/1 "2026-05-21T01:14:44Z")

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My friend is trying to open an account with Neo, but her phone number was previously used by another customer who has since left Canada. Neo is now saying they cannot create a new account unless the previous account holder responds. What steps should we take in this situation?

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**Author:** ![Yeni-Neo](https://sea2.discourse-cdn.com/flex002/user_avatar/neofinancial.discourse.group/yeni-neo/32/2246_2.png) [@Yeni-Neo](https://neofinancial.discourse.group/u/Yeni-Neo)\
**Post date:** [May 25, 2026, 1:43pm UTC](https://neofinancial.discourse.group/t/new-account-issue/5411/2 "2026-05-25T13:43:45Z")

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Hey @Joel10, it’s a pleasure to have you in the community. 🎉  
There’s definitely a process for situations like this. I’d send you a DM for the details.

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**Author:** ![Joel10](https://avatars.discourse-cdn.com/v4/letter/j/73ab20/32.png) [@Joel10](https://neofinancial.discourse.group/u/Joel10)\
**Post date:** [May 25, 2026, 2:05pm UTC](https://neofinancial.discourse.group/t/new-account-issue/5411/3 "2026-05-25T14:05:51Z")

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Thanks I would surely be waiting for your reply