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Can't log in to your Neo account

  • Updated

If you’re having issues logging in to your Neo account, try to reset your Neo account password. If you’re unable to reset your password, call us at 1-855-636-2265.

Try to reset your password

Resetting the account password usually resolves issues with logging in or if you haven’t ever logged in to your Neo account. If resetting your password doesn't help, call the Neo team at 1-855-636-2265.

Reasons why accounts may be locked

If your account is locked, you may not be able to log in or use a specific account in some cases. Any transaction you make on your card will be declined.

Too many log-in attempts

If you enter the wrong password multiple times when logging in, your Neo account will be temporarily locked for 30 minutes to keep your account secure. 

Try waiting 30 minutes before attempting to log in again. 

Failed password reset

If you entered ‌incorrect information (such as card details, your ID document number, or a security question) too many times while resetting your password, your Neo account will be locked. Call us at 1-855-636-2265 to get help if you’re having issues with resetting your password.

Account under review

We sometimes review our members’ accounts for administrative purposes. If your account is under review, we’ll send you an email. Accounts may be locked for up to 5 business days.

Log in to your Neo account

Use your primary email address that’s associated with your account to log in to your Neo account

Neo app

  1. Log in to the Neo app
  2. Enter your email registered with your Neo account and the password
  3. Tap Log in


  1. Log in to
  2. Enter your email registered with your Neo account and the password
  3. Click on Log in

If you're logging in for the first time from a device, you may be asked to enter a verification code to log in.

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