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Reset your Neo account password

  • Updated

To reset your password, we’ll send a temporary link to the primary email address associated with your Neo account.

If you’re resetting your password because there is suspicious activity on your Neo account, then contact us after you reset your password.

Reset your password

Request a temporary link to the primary email address associated with your Neo account. After you verify yourself, you can create a new password. 

Neo app

  1. From the log-in screen, tap Sign in then Forgot password?
  2. Enter your primary email Go to your email, find the Reset your password email, and tap Reset password
  3. Choose an option to verify your identity
  4. Set a new password and confirm the new password

Web

  1. Go to member.neofinancial.com and click on Forgot your password?
  2. Enter your primary email, go to your email, find the Reset your password email, and click on Reset password
  3. Choose an option to verify your identity
  4. Set a new password and confirm the new password

It can take a few minutes to receive the email with the temporary link to reset your password. You can only request 5 links in a 24-hour period.

Identity verification methods

There are two ways you can verify your identity to reset your Neo account password:

Use any active card details

Enter the CVC, valid thru date, and postal code of your credit card or Neo Money card to verify your identity.

One-time verification code

Enter the 6-digit verification code sent to your phone number registered with your Neo account. If the phone number is a landline, you'll receive the code via an automated phone call.

If we can't send the verification code via text, you'll receive the verification through an automated phone call.

Didn’t receive the password reset email?

It can take a few minutes to receive the email. If the password reset email is not in your inbox, you may also want to look in the junk or spam folder.

If you still don’t find the email, then you can request a new password reset link.

Check the spelling of your email before requesting a new password reset link.

Possible reasons for not receiving the password reset email

There are two common reasons why you may not have received the email to reset your password:

Password reset limit exceeded: You’ve made 5 email requests in 24 hours. Try again after 24 hours from your ‌last request for a password reset email.

Soft lock: Your Neo account is locked for 30 minutes because you made 6 failed attempts to log in. Try again after 30 minutes from your last log in attempt.

Don’t know your primary email?

Your primary email address is the main email associated with your Neo account that you use to log in. The primary email is likely the email address you used when you first created your Neo account (unless you changed the primary email address in your Neo profile).

If you don’t remember the primary email address associated with your Neo account, contact us.

Tips for creating a password

Create a unique password using long phrases. Here are some tips to consider while resetting your Neo account password:

  • Aim for passwords of at least 8 characters
  • Use a mix of uppercase, lowercase, numbers, and symbols
  • Don’t use common patterns or a dictionary words
  • Consider longer, memorable phrases
  • Use a password manager to generate and store strong passwords

 

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