Neo will notify you when your card is expiring soon and once your new card is on the way. If you don’t receive a notification and your card has expired, request a new card from Cards.
After you request a new card, your virtual card will have a new number. Use your new virtual card details for online shopping or add your new card to your mobile wallet for in-store purchases.
When to request a new card
You can request a new card if it's lost or stolen, damaged, expiring soon, or already expired.
Lost or stolen card
If your card is lost or stolen, freeze your card immediately and report any unauthorized transactions. You’ll get a new card if you report unauthorized transactions on the Neo app or website. Your new card will have a new card number, CVC, and expiry date.
Damaged card
If your card is damaged, you can request a new card from the Neo app or website. Your new card will have the same card number, but it will have a new CVC and expiry date.
Expiring or expired card
If your card is expiring soon, you’ll receive a notification when the new one is on its way. If you haven't been informed and your card has expired, request a new card from the Neo app or website. Your new card will have the same number and CVC, but it will have a new expiry date.
Request a new card
Go to Cards to request a new physical card. Your card can only be shipped to an address within Canada. Cards are delivered through Canada Post standard mail. For faster delivery, you can choose a rush service for $29. However, the rush service fee is non-refundable once the card is ordered.
Neo app
- Log in to the Neo app
- In the Accounts tab, select All
- Select your account, tap Card
- Tap Manage
- Tap the More icon (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.
Trouble requesting a new card
There are instances when you may not see the option to request a new card.
A card is on the way
If you requested a new card and the estimated delivery date hasn't passed, you won’t be able to place another request.
Account suspended
If your account is currently suspended, you'll need to ensure your account is in its active state to request a new card.
Account closed
You won’t be able to request a new card if your account is closed.
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.