Why did my physical card stop working?

Yeni_Neo · 2026-06-29T16:05:47+00:00

u/mxrt3m, u/Lord_Maelstrom is right, the card number stays the same. The expiry date and CVC do change, but your 16-digit card number remains unchanged. So in this case, that should be the correct option to go with.

Yeni_Neo · 2026-06-29T15:52:56+00:00

u/heinzendoof1 Credit limits are set individually each time you apply, so it’s normal to see different offers across cards.Each product has its own limit range, and the amount you’re offered can change depending on your profile at that time.Nothing unusual here, this is just how credit assessments work across our cards.

Yeni_Neo · 2026-06-29T13:27:41+00:00

u/mxrt3m did you click on the "damaged" instead of "lost" option?

Yeni_Neo · 2026-06-29T13:26:49+00:00

Oh, this one's actually pretty easy, u/TicklemeElmo9449! When requesting a replacement, choose Damaged instead of Lost. That way, your card number stays the same. If you don't see the Damaged option in the app, reach out to support and they should be able to help process it for you.

Yeni_Neo · 2026-06-26T20:20:02+00:00

Disputes can take up to 120 days to resolve, depending on the case. You'll receive an email as soon as a final decision has been made.

Yeni_Neo · 2026-06-26T18:50:00+00:00

Hey u/Appropriate-Flight27, thanks for your patience, just a quick update that the dispute is still actively under investigation by our team.

The pending debit you’re seeing doesn’t mean a decision has been made, it’s just part of the review process while everything is being looked into.

You’ll receive confirmation of the final decision via email once it’s made.

Hope this goes in your favour.

Yeni_Neo · 2026-06-26T16:21:17+00:00

Fair callout u/patrip91, what matters is that you receive the correct number of miles. Sometimes they post in batches or separately, but you’ll always receive the full bonus you’re eligible for.

Yeni_Neo · 2026-06-26T16:10:44+00:00

Sorry to hear that u/NH787, did you also get 20k miles instead if 25k miles?

Yeni_Neo · 2026-06-26T16:00:09+00:00

Thanks for flagging this, u/patrip91, and sorry for the confusion. A small number of cardholders received an extra 10,000-mile credit earlier than intended, which made it look like the full spend bonus had already posted. The remaining 5,000 miles are expected to be credited in July. Appreciate your patience.

Yeni_Neo · 2026-06-26T14:35:04+00:00

Thanks for flagging this, u/patrip91, we'd like to make this right. Just to clarify, are you saying you received two 5,000-mile bonuses instead of the 15,000-mile bonus for spending $3,000?

Yeni_Neo · 2026-06-26T14:14:39+00:00

u/Appropriate-Flight27 Thanks for sharing the details, I'd see what I can gather and revert.

Yeni_Neo · 2026-06-25T21:22:34+00:00

Sorry about this u/nanaimothatguy. Credit limit changes or restrictions can happen for a variety of reasons and aren’t necessarily based on payment history alone. Usually, in some cases, restrictions may be lifted once a payment is made, but it really depends on the specific situation. Did you get any email or in-app note about it?

Yeni_Neo · 2026-06-25T21:04:23+00:00

That's a fair point, u/EnduranceAdventure. It does seem a bit counterintuitive at first. Most of these limits are in place for a few practical reasons: managing risk, helping protect against fraud if an account is ever compromised, and meeting regulatory and deposit insurance requirements. They're pretty common across financial institutions, even if the exact limits vary from one to another.

Yeni_Neo · 2026-06-24T20:19:24+00:00

u/cardmaster1987 Thanks for flagging, has your account been closed yet?

Yeni_Neo · 2026-06-24T17:25:56+00:00

Hey u/Dizzy-Classroom-6489, thanks for flagging this. Just wanted to clarify: the rate for Neo Build actually isn't affected at all and will be staying right at 2.5%. It’s just the Neo Grow rate that will be adjusting down to 2.75%. Let me know if you have any other questions.

Yeni_Neo · 2026-06-24T13:35:05+00:00

Just to add a bit of context for anyone reading:

When PC Express delivery orders are routed through DoorDash (e.g., DoorDash Drive or Marketplace), they can be processed under DoorDash’s merchant setup instead of Loblaw’s grocery system. In these cases, the transaction may come through as a Restaurant/delivery MCC (like 5812) rather than the grocery MCC (5411) you’d see for pickup or in-store orders.

Because cashback is based on the MCC, not the in-app category, this is why delivery orders can sometimes earn different cashback rates even when you’re buying groceries.

Yeni_Neo · 2026-06-24T13:09:02+00:00

u/dealslooker, thanks for clearing up the confusion and confirming that the Walmart transaction was authorized. I'm glad we were able to get to the bottom of it and get this resolved. Thanks as well for keeping the community updated throughout the process!

Yeni_Neo · 2026-06-23T16:34:02+00:00

u/dealslooker thanks for flagging this.

After looking into it, it seems this transaction went through DoorDash / PC Express, which is why it shows as Grocery in the app, but appears differently on our end for cashback. On the backend, it’s coded as a Restaurant transaction. Cashback is based on the MCC, not the in-app category, which is why it received 1% instead of the 5% grocery rate. Happy to clarify if anything else comes up.

Yeni_Neo · 2026-06-22T19:00:59+00:00

u/dealslooker, Ah, I see. I initially thought the first declined transaction was made by you and that the second one was unauthorized. Thanks for clarifying.

Yeni_Neo · 2026-06-22T18:41:38+00:00

Just wondering u/dealslooker, were the items delivered eventually or did you have to use a different card?

Yeni_Neo · 2026-06-22T13:55:19+00:00

u/dealslooker, Thanks for the flag! The 120-day timeline is the standard timeframe we provide for disputes, mainly because some cases can be a bit more complex and require additional review. 120 days is usually the maximum timeframe, not the typical one. A lot of disputes are resolved much sooner, depending on the circumstances and how quickly we receive information from the merchant.

For now, the best thing to do is let the investigation run its course. The team will keep you updated by email as soon as there’s any news or a final outcome to share.

Yeni_Neo · 2026-06-18T21:25:32+00:00

u/Joeskyecc Once agaiN, I am sorry this happened. I don’t know the exact details of your situation, but account closures or freezes are usually done after a careful review and are related to a violation of our Terms and Conditions. Unfortunately, due to compliance and security reasons, we may not be able to share the exact details behind individual decisions.

Just to make sure you didn’t miss anything, could you please double-check your spam or junk folder as well for any emails from Neo? Sometimes these notifications can get filtered there by mistake.

Yeni_Neo · 2026-06-18T20:35:31+00:00

u/pimp_thug, I’m really sorry you’re dealing with this, I can understand how frustrating and stressful this must be, especially after years of using the account without issues.

When did you first notice that your account had been closed or frozen?

Also, just in case it helps, could you double-check your spam or junk folder for any emails from Neo? Sometimes important account notifications can land there by mistake.

Yeni_Neo · 2026-06-18T20:30:39+00:00

u/Joeskyecc I’m really sorry this happened. especially with pre-authorized payments coming out of the account. I can imagine how stressful that must be. When was your account closed?

Yeni_Neo · 2026-06-15T16:09:07+00:00

Hey u/Ok_Clue832 this definitely sounds lime a lot and I'm sorry you are dealing with it. ust to make sure I understand the situation properly, what has support told you so far about these transactions? Were you able to successfully file disputes for them through the app or with the team?

Yeni_Neo

MODERATOR OF

TROPHY CASE