If we detect suspicious activity in your account, we may temporarily restrict certain actions to protect your funds and block any harmful activity. We'll send you an email and push notification right away so you can quickly verify your identity and secure your account.
Which actions get restricted?
To protect your funds, critical actions will be restricted. You can still move funds between Neo accounts. However, you won’t be able to perform the following actions in a restricted account:
Send outbound transfers
Make online purchases
Update your profile information
Pay by tapping your physical or digital card
Add additional cardholders or co-owners to an account
You’ll regain access to these actions after verifying your identity.
Purchases during a restriction
If you try to make an online or tap purchase while your account is restricted, it will be blocked. You’ll receive an email and push notification for each blocked purchase. To restore full access to your account or make new purchases by tapping your card, you will need to verify your identity.
Verify your identity to restore full access
Log into your account to verify your identity with a photo of yourself and a piece of government-issued ID. This information will be encrypted and securely stored. If you have trouble logging into your Neo account, call Neo Support at 1-855-636-2265.
Tip: Learn how to stay safe online and secure your devices from fraudsters.
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Reach out for support
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