If you need a new physical card, go to your Cards to request a new card. We’ll send you an email when your card is expiring soon and a new one is in the mail.
Lost or stolen card
If your card is lost or stolen, then freeze your card right away and request a new one.
Compromised card
If your card is compromised, go to Cards to request a new physical card. Report any unauthorized transactions you see on your credit or Neo Everyday account.
Damaged card
If your card isn’t working, go to Cards to request a new physical card.
When you replace a damaged card, your new card will have the same card number but a different valid thru date and CVC. Continue using your previous card to make purchases until your new card arrives in the mail.
Expiring card
If your existing card is expiring soon, we’ll mail you a new card and notify you that a new card is on the way! If you don’t receive a notification from us and your card has expired, you can request a new one yourself.
Your card may be renewed much earlier than the expiry date. We’ll let you know if a new card is in the mail!
Your new card will have the same card number but a different valid thru date and CVC. To use your new card, view your virtual card or add the card to your mobile wallet to start making online or in-store purchases.
Request a new card
If your card is damaged, go to your Cards to request a new physical card. You can only request a new card if you’ve already received and activated your existing card.
Neo app
- Log in to the Neo app
- In the Accounts tab, select All
- Select your account, tap Card, and then tap Manage
- Tap the three dots and select Request a new card
Web
- Log in to member.neofinancial.com
- Click on Cards from the left side menu
- Click on the arrows to select the card
- Scroll down to Security & Help, and click on Request a new card
Cards are shipped to the mailing address. To receive your card at a different mailing address, chat with us to verify your mailing address before requesting a new card.
After you request a new card
After you request a new card, your card will be sent to your mailing address. You can view the expected arrival date of your card on the Neo app or website.
Update new card details for pre-authorized payments
To avoid an interruption with your pre-authorized payments, view your virtual card on the Neo app and website and update the payment details with the merchant.
Get a step-by-step guide to viewing your virtual card.
Use your virtual card to make online purchases.
Add the card to your mobile wallet for in-store purchases while you wait for your card to arrive in the mail.
Activate your card
Once your new card arrives in the mail, activate the new card online. Go to activate physical card, enter your card number, valid thru date, CVC, and your 4-digit PIN, then select Continue.
Get a step-by-step guide to activating your physical card.
Didn’t receive your new card?
Most replacement cards arrive within 15 business days. Here’s what to do if you didn’t receive your new card within 15 business days.