Hi,
I started my NEO account with a canadian phone number, but now I want to cancel this number and use a VOIP number instead. Unfortunately the new number does not recevie 2FA code texts, so I can not activate it. I don’t have a different canadian number. Any ideas? 2FA via email would be nice to have.
Hi newman,
I am not sure if Neo has other options, as I do not work there. The only information I know is.
I am probably not very helpful here, but it’s worth considering, since text access seems almost forced these days.
Contact Neo support at 1-855-636-2265 to verify identity and update a phone number if needed, but initial account creation demands a compatible mobile line. No email-based 2FA or authenticator app (TOTP) options exist due to security preferences.
Thanks so much for reaching out and for explaining your situation so clearly. I can definitely understand how frustrating it would be to change your phone number and then get stuck at the 2FA step.
At the moment, Neo requires a Canadian mobile number that can receive SMS messages for verification. Unfortunately, VOIP numbers aren’t supported for 2FA, and we don’t currently offer the option to switch 2FA to email.
That said, we absolutely want to help you get this resolved. Since this involves login access and phone number changes, the next step is to connect with our support team—ideally once you have access to a new Canadian mobile number—so we can assist with updating the phone number on your profile.
We really appreciate your feedback about offering email-based 2FA as well. I’ll be sure to pass this along to the appropriate team, as suggestions like this help us continue improving the experience.
fin-official
That would force me into a paid contract with a Canadian provider, which I don’t want. When I started my account, I HAD a valid Canadian number, but I’m planning to cancel this number.
So there*s no other way to identify myself other than SMS text? How about an automated voice call? That works with so many banks and institutions!
If SMS is your only option and I cancel my number, will I be locked out of my account and lose my money? Seriously?
Try voip.ms. I used this voip service that can give you a Canadian number and has SMS text service.
Does the solution from @Rainybird73 or @MapleGrooveFinancial work? I’m sure if they don’t there will still be a way to verify the account and empty it, Neo’s not trying to steal anything.
It sounds like this number will be problematic with other accounts as well, you might as well get ahead of it.
That’s what I use. It does not work unfortunately. It works fine with other financial institutions and accounts. I guess it’s a Neo issue.
No it does not work. I don’t know why this topic was marked as solved, but it is not.
I absolutely understand your concerns. While you won’t be able to sign in to your Neo account without 2FA authentication via SMS to a Canadian mobile number, we can still provide information about your account if you contact us by phone and we’re able to authenticate you.
I’ll send you a DM to find out the best time for us to reach you by phone and help with your account.
It sounds like using a VOIP number is going to make it impossible to get 2-factor at Neo and I did some searching and it’s unlikely to work for other financial institutions or government agencies. Apparently they’re a higher fraud risk. Given how common SMS verification is, I would recommend keeping another number as a backup or just sticking with a normal number.
Other verification methods would be a good feature for Neo to build.