Mastercard Zero Liability Protection protects you against unauthorized use of your credit card and Neo Money™ card, but there are a few cases that aren’t covered. Protecting your card and account is the best way to prevent fraud.
If you notice any transactions that you didn’t make, freeze your card and report unauthorized transactions on the Neo app or website.
How Mastercard Zero Liability Protection works
Mastercard Zero Liability Protection protects you against many types of unauthorized transactions made with your card.
See the cardholder agreement for full details about Mastercard Zero Liability Protection.
What Mastercard Zero Liability Protection doesn’t cover
Mastercard Zero Liability Protection doesn’t cover:
- Chip and PIN transactions
- Online transactions with one-time passcode (OTP) verification
- If you don’t take reasonable steps to protect your card or Neo account
- If you don’t or notify Neo when your account or card are compromised
Never share your Neo account password or card PIN with anyone, and ensure your PIN isn't easy to guess. If someone else makes a purchase using your chip and PIN, those purchases might not be covered by Mastercard Zero Liability Protection.
If you've added your card to a mobile wallet (like Apple Wallet or Google Wallet), then make sure your phone is secure.
Your responsibilities for Mastercard Zero Liability Protection
You're responsible to take reasonable steps to protect your card and Neo account. If you add your card to a mobile wallet (like Apple Wallet or Google Wallet), then you need to ensure your device is secure.
If your account or card is compromised, you're responsible for contacting Neo as soon as you can.
How Neo helps you stay safe
We have designed our products and experience with your safety and security in mind. If we notice any unusual account activity or transactions, you will be notified with the next steps.
A member of the Neo team will never ask you to:
- Share your 16-digit card number, PIN, or Neo account password
- Send money via Interac e-Transfer®, wire transfers, or cash
- Share any verification code through phone, text, or email
One-time 3DS password for online transactions
For extra security, Neo may send a one-time 3DS passcode via text message to verify some online transactions. Here’s how to find and use the verification code.
Your phone number must be up to date in your Neo account to receive a passcode. If your phone number is correct but you don’t receive the passcode, chat with us.
Neo may complete your transaction without a one-time 3DS passcode.
Never share this one-time passcode with anyone. If someone asks for this one-time passcode, then it’s a scam.
Stay on top of scams. Learn how together we can beat scams.
How to protect your card from fraud
You can do four basic things to protect your card from fraud.
Monitor your Neo account
To monitor your Neo account, log in to the Neo app or website to check your recent transactions and statements. If you notice any unauthorized transactions, protect your account right away:
- Freeze your card
- Report unauthorized transactions
Keep your transactions and payments notifications turned on. You can personalize your notifications from the Neo app or website.
Protect your PIN and password
To protect your card, use a strong password for your Neo account and keep your card PIN safe. Never share your PIN or account password with anyone. If someone asks for your details, then it’s a scam.
Keep your devices secure
To keep your devices secure, update your phone, tablet, and computer operating systems (OS) regularly. You can set devices to install updates automatically when connected to Wi-Fi or charging overnight to ensure you always have the latest security updates on your devices. Install a trusted antivirus software from reputable providers to protect against malware and unauthorized access. Regular updates and antivirus protection strengthen your device’s security.
Keep your card secure
To keep your card secure, don’t let anyone else use your physical card or use your virtual card details to shop online at trusted websites.
Secure your online presence
To secure your online presence, use an antivirus on your device. Don't reply to emails asking for personal information. Be careful of fake websites.
Learn more about how to stay safe online.