I haven’t made use of my account in years and I no longer use the number on the account. I thought I had canceled the account but I noticed that I was incurring charges through emails I had received. First issue, I can’t login without using OTP on that number, I need to login. Secondly, I have to figure out why I began incurring charges about a year ago.
Hi @Tobe. Thanks for reaching out and welcome to the community.
To update the phone number on your account, our team will need to verify your identity over the phone first - they’ll then guide you through the steps to make the change.
I recommend giving our support line a call at 1-855-636-2265.
They’ll also be more than happy to help with you with any questions you may have about your Neo account.
If you have further questions, please let us know! We’re here to help!
Yet another example of why SMS based OTP is one of the least preferred methods of second factor authentication. I wish Neo would employ more secure 2FA methods available, such as TOTP and passkeys which are not susceptible to SIM swapping attacks, and work while travelling out of country without your home country SIM active. Surprisingly these methods are available to use on this forum site, but not for the main Neo financial site protecting your money.