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About Neobanc & Security
Kyle, CEO & co-founder of Neobanc, answers the most common questions about how Neobanc works, how we keep payments secure, and how we help you earn more from everyday spending.
Support is available 24/7 through our AI chatbot, which escalates to a human team member when needed. You can also email team@neobanc.com.
When you set up a recurring payment, a temporary $0.01 hold may appear on your card statement. This is a pre-authorization used to verify that your card is active. It is a hold, not a purchase, and it is not a fee.
Customer funds are held in CDIC-insured bank accounts. They are never invested, so your money is not exposed to market risk.
Neobanc is fully PCI-DSS compliant and uses bank-grade encryption to protect your data and transactions.
All payments (rent, bills, and mortgages) take at least 3 business days to process after Neobanc receives your funds. Business days are Monday to Friday, excluding Canadian statutory holidays.
The daily cutoff is 3:30 PM ET. Funds received after the cutoff are processed starting the next business day.
Payments must be funded 3 business days (72 hours) before your desired send date. Funding later than this can delay the payment.
The date you select is the day Neobanc sends the funds out, not the day the payee receives them. Banking processing times vary, especially around weekends and holidays, so schedule the payment 5 business days before your actual due date.
There are two options.
Always include your exact 12-digit reference number in the e-Transfer memo, and complete any bank security confirmations immediately.
The recipient email depends on the payment method used. Both processors are fully valid, secure, and directly integrated with Neobanc.
If your e-Transfer amount does not match your setup, is sent late, or is missing the 12-digit payment ID, the funds are automatically credited to your account as a top-up balance. They are not applied directly to the pending payment.
Create a new payment and toggle “Use available balance” at checkout.
If the status is still “awaiting” 1 hour after you sent the e-Transfer, contact support with a screenshot or receipt showing the transaction details: reference number, date, amount, and sender and recipient email. Our team will manually locate and match your funds.
Financial institutions usually take 3 to 5 business days to process bill payments. If 10 business days pass and the payment has not been reflected, follow these steps:
Yes, if the payment has not yet been processed or sent. Request a cancellation and choose one of two options:
Select your preferred payment method during the rent setup flow, then check the “recurring” box on the checkout page. Recurring payments must be configured by you directly in your dashboard.
Select the multi-payment option at checkout when you set up your single scheduled rent payment. This lets you cover the payment with several Interac e-Transfers or credit cards.
No. For security reasons, each account supports one rent payment per month. Multiple separate rent payments in a single month are not supported as a standard feature.
No. Landlords do not need to approve anything or create a Neobanc account. They receive your rent by e-Transfer directly.
Yes. You can split rent payments across multiple transactions or with roommates throughout the month.
Lines of credit (LOC) payments are currently not supported.
Neobanc supports over 4,000 Canadian payees. Categories include rent, utilities, credit cards, insurance, loans, government payments, childcare and daycare, and education (schools, colleges, and universities).
Free rent reporting is an opt-in feature that reports your rent payments to the credit bureaus. This builds your credit history, typically within 30 to 45 days.
Your accumulated cashback transfers automatically to your new lease.
Yes. Your credit card rewards (points, miles, or cashback) stack on top of Neobanc's 1% cashback. For example, a 2% card on $2,000 rent earns $40 in card rewards plus $20 from Neobanc, minus the $30 card fee, for $30 a month.
You earn a $10 bonus for each referred user who completes a payment over $1,000. You can claim up to 5 rewards per referred user, for a maximum of $50 in bonuses per invited friend.
You earn 1% standard cashback. It is applied directly toward your next month’s payment.
The most common reasons are:
You can verify in one of two ways:
Identity verification (KYC) is required once your cumulative completed bill payments reach $10,000. At that point, a KYC check is triggered automatically, and your account is temporarily restricted until verification is complete.
No. Changing the email address on an account is not supported. If you need to use a different email, you must create a new account.
Direct payments using AMEX cards are not yet supported. Our team is actively working on it. You can still pay your AMEX credit card bill as a payee through Neobanc.
Neobanc works with all Canadian banks that support Interac e-Transfer. It also supports Visa and Mastercard.
No. Neobanc is available to all renters, regardless of income.
Yes. A transaction fee of 1.50% applies to credit card payments.
No. Paying by Interac e-Transfer is 100% free, with no hidden fees.
