If you had a TIms Mastercard and didn’t move your account to Neo, then you’ll receive a replacement Neo Mastercard and your account will stay on email statements and phone support. You can’t manage the card with the Neo app.
Here’s how to manage your card and get help when you need it.
Note: This article is for previous Tims Mastercard cardholders that did not move their account to Neo or combine their Tims Mastercard with their existing Neo credit card.
What changed
On October 1, 2026, the Tims Financial program ended. The Tims app no longer supports the Tims Mastercard, and accounts were moved to Neo Financial (the issuer of the Tims Mastercard).
If eligible, some cardholders were able to move their account to Neo or combine their Tims Mastercard with their existing Neo credit card.
If you weren’t able to personally move your account to Neo, then Neo sent you a replacement Neo Mastercard that can only be managed through email statements and phone support (1-855-505-1964).
What you can and can’t do
With your Neo Mastercard account, you can:
Use your Neo Mastercard for purchases
Pay your credit card balance from a bank account using bill pay
Check your balance and activity on your monthly email statement
Get help by phone
You can’t manage this account in the Tims app or the Neo app.
Activating your replacement Neo Mastercard allows you to keep using your card and keeps your account open. However, it does not add your account to the Tims app or Neo app.
Check your balance and activity
Neo will email you a statement each month. Use that statement for your balance, activity, and payment due date.
Need to check your balance between statements? Call us at 1-855-505-1964.
Activate your replacement card
When your Neo Mastercard arrives, activate it. Your Tims Mastercard will stop working once the Neo Mastercard is activated.
Haven’t received your card yet? Call us at 1-855-505-1964.
After you activate, keep paying with bill pay from your bank account and look for monthly email statements from Neo Financial.
How to make payments
You can pay from an bank account using bill pay.
Log in to your bank.
Add Neo Financial as a payee (your bank may list it under a similar name, like Mastercard, Neo Financial or still show Tims Financial).
Use your 16-digit Neo Mastercard number as the account number.
Enter the amount you want to pay.
Payments from an bank can take up to 3 business days to post.
If you activate a new or replacement Neo Mastercard, update bill pay to use the new card number.
Get help
Call us at 1-855-505-1964 for help with your balance, payments, card activation, statements, or a missing card. Chat support requires access to the Neo app so it isn’t available.