If there are card transactions you don’t recognize, freeze your card to prevent any unauthorized purchases and report the transactions.
If you notice suspicious activity or your card is compromised, chat with us right away.
What to do if you don’t recognize a transaction
Freeze your card
Freeze your card on the Neo app or website to block any new purchases.
Search the merchant online
Some merchants use a different description for their name when they process a transaction. Searching for the merchant name may help identify the source of the charge.
Check the transaction date
Try to remember where you were and what you were doing on the day and time you were charged—especially if you did something out of your routine.
Ask people you are close to
Someone may have used your card without you knowing. Check with your friends and family that may have access to your card.
Report unauthorized transactions
If you suspect a transaction was unauthorized, chat with us. We’ll help you secure your account and look into the transaction.
If there was a mistake with a transaction you know you made, you can dispute the transaction.
Tips on securing your account
Reset your password
Change the password for your Neo Financial account and your registered email. It is recommended that the password of your accounts are updated every 90 days to keep them secure
Avoid using the same password for multiple platforms.
Complete antivirus checks
Run an antivirus check on all the devices you use to access your account online. An antivirus check can protect you from your digital information being compromised.
If your card information has been compromised you can request a new card.
