Cards General Info

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- The card was withdrawn by the ATM while I was trying to get cash, what is the procedure?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

13 years old is acceptable to verify an account with NEO and issue a virtual card. However, you cannot issue any plastic card unless you are 18 years old. 

- 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. 

Payment Info

- 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. 

Payment Information and Issues

- What currencies can I use to pay?

Although the available card currencies are dollar(All cards except 964 Dinar card) and dinar (964 Dinar card), you can perform transactions with any world-wide currency. 

- What is the exchange rate of Iraqi dinar against dollar?

The exchange rate is set by the CBI and applied directly to your transactions. 

- How long does it take to get a card?

You need first to verify your account in the app. It normally takes 24 hours if you provide valid documents and your registration is correct. Issuing virtual cards are instant after you top up your wallet from the nearby agent. While issuing plastic cards is within 72 hours to be delivered to you or the agent you requested the card from. 

- Do you need to check the source of the paid money?

No, this is not necessary. 

- How can I get an account statement for my transactions?

You can export an account statement for any card inside the app. And You do not need to visit the nearby agent. 

- If my account is cancelled, will all my personal information be deleted?

According to the Central Bank of Iraq instructions, we will keep your information for a period of not less than five years. But don’t worry, it’s a routine procedure and your personal information will always be kept safe

Transactions

- Will I earn any points when buying through the card?

We will be implementing in the very near future, a points award program based on a coding system.

- What address should I use when buying?

The card holder’s current home address.

- Will I get a notification whenever I use one of my cards?

Yes, you will receive a notification on your application if your card has been used.

- Is it possible to deactivate and reactivate any card through the app?

Yes you will be able to temporarily deactivate any card using the application and reactivate it again, without visiting any agent.

- How can I change my passcode?

You can change from the app.

- Can I get access to my account through multiple devices?

Yes, you can for sure.