- Can I change the pin code of the Classic/Platinum/Dinar from the app?

yes, you can change the pin code from the app.

- Can I use the card outside Iraq?

Sure, you can use the card globally.

- The card was withdrawn by the ATM while I was trying to get cash, what is the procedure?

You can contact the bank owning that ATM across the mobile number shown on the ATM and ask how to get the card back. The bank customer service usually gives you the time and location to receive your card. If they did not reply, just head up to the bank in the morning within their working days. 

- Why do some ATMs withdraw someone’s card while trying to get some cash?

This problem happens because either the person enters incorrect pin code or there is some issue with the ATM. 

- If my card got stolen, what should I do?

First, you deactivate the card from the app. Then, you contact our customer service (9647835400600) for instructions. 

- I did not receive a pin code when I purchased my card, is this normal?

Yes, because the pin code is generated inside the app for better security and convenience. 

- How old I should be to verify my account and issue a virtual card?

You can activate the app and request a Neo card if you are 18 years or older, in accordance with the instructions of the Central Bank of Iraq (CBI).

- Are these cards for Iraqi citizens only?

Yes, currently, card issuance is available only for Iraqi citizens.

- What are the required documents to create a verified account and issue a card?

Registration for Iraqi citizens requires providing the ID card and the residency card.

- If someone stole my identity by taking my official documents and using them to verify an account with NEO, what should I do?

You contact us to block the account. We will do some steps to ensure you are the person who claims to be. And if you choose to pursue legal action against him, we respect your decision and will provide any necessary assistance within our capabilities and legal limitations.

- If my phone got stolen, what should I do?

You contact us to block the account after we verify your identity. Then, you either recover your SIM card from the service provider Asiacell/Zain/Korek, or you use a new number but your old account must be blocked permanently and a new account is verified. 

- What happens to my card balance or wallet balance if I choose to terminate the old account and create a new account?

All your balance will be transferred to the new account but all cards will be terminated and new cards should be issued. Also, cards issuing charges are applied. 

- Is neo a bank?

neo is an innovative company that provides electronic payment card (virtual and physical). We are working on making the experience similar to the bank account. This will enable a multi-service electronic bank through which the user can easily and quickly practice all his financial activities. 

- Is my money safe with neo?

Sure, our partnership with Visa and our license from the CBI ensure that we comply with the CBI and Visa security requirements. 

- Are my personal documents kept safely?

Again, we follow strict rules and regulations to maintain our business license from the CBI and Visa. 

- Can I cancel my account at any moment?

Yes, by contacting our customer service for instructions and there could be some fee associated with account termination. 

- Does NEO PAY IRAQ comply with the CBI regulations?

yes, NEO PAY IRAQ complies with the CBI regulations.

- Is NEO PAY IRAQ licensed by the CBI?

Yes, NEO PAY IRAQ is licensed by the CBI.

- Can I contact the Central Bank directly??

Yes, you can contact the Central Bank of Iraq directly through the following channels:

Email: cbi@cbi.iq , cbi@cbiraq.org, media.office@cbi.iq

Address: P.O. Box 64, Al-Rasheed Street, Baghdad, Iraq

Official Website Contact Page: media.office@cbi.iq

- Can I raise my complaint directly to the CBI??

Yes, we always strive to offer the best service to our customers and we will always be happy to resolve any issue you might have encountered. However, you can can use the CBI portal through the link below:

https://complaint.app.cbi.iq/