User Notification when site is down

Community Support
1

Can someone please let me know if the Neo website is down? I have been trying to log in now for awhile and I get an error message saying “something went wrong, please refresh page and try again” similarly if there are outages or network issues what is the best way to notify users? Thank you

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2

Hi @Cesley_Shirra , thanks for reaching out and welcome to the community! I haven’t seen any alerts on our end about this, so I just want to double-check a couple of things with you. Are you sure the email and password you’re using are correct?

Also, does the same thing happen when you try logging in through the app? Let me know and we’ll figure this out together!

4

Hello,

Thank you! so that’s the weird thing, the app is doing fine. But the website is not and I have tried multiple different browsers and I get the same message. I am also 100% sure about the email and password

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5

Thank you @Cesley_Shirra for the details, that is pretty odd. If you’re able to log in through the app, then your credentials should be correct. I’ll double-check with the team to see if there’s anything going on with the website on our end. Thanks so much for bringing this up, Cesley!

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6

Hi @Cesley_Shirra, I’ve checked on this with the team and can confirm that our website isn’t down.

One possible reason this might be happening is if you’re using a VPN on your computer (for example, on a work device), even if you’re not using one on your phone. VPNs or certain browser extensions can sometimes interfere with logging in.

Could you please try the following?

  • Check whether a VPN is enabled and turn it off if possible

  • Disable any browser extensions temporarily

If the issue continues, would you be able to share a screenshot of what you’re seeing on the website? That will help us troubleshoot further.

7

Hi @Cesley_Shirra,

We’ve checked with the team and can confirm that our website is currently up and running.

If you’re experiencing issues, one possible reason could be a VPN on your computer (for example, on a work device) or certain browser extensions, which can sometimes interfere with logging in.

Please try the following:

  • Disable any VPN if possible

  • Temporarily turn off browser extensions

If the issue continues, please share a screenshot of what you’re seeing so we can help troubleshoot further. We apologize for the inconvenience and appreciate your patience.

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