i can not log in to my neo account...please help!

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  • Problem
  • Updated 2 years ago
i can not log in to my neo account today....it was working a couple of days ago. Tried to do forgot password, however it never sends me an e-mail to reset it. Please help!
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Julie Mason

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  • frustrated!

Posted 3 years ago

  • 1
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Janet Otero

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Hi Julie, Your access to the portal is being addressed, we will update you on progress as soon as possible. Kind Regards, Janet
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Bob Heckmann, Official Rep

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Hi Julie,

Can you please provide some additional details? We don't see any password reset requests in our logs. What email address are you entering with the reset requests and what time(s) have you submitted them?

Regards,
Bob
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Julie Mason

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I tried both support@medfoliopillbox.com and julie@medfoliopillbox.com several times (probably before noon PST). I never got e-mails sent to me either. A while back I changed the account from my engineer (mdavis@infoenable.com) to myself (support@medfoliopillbox.com) - just want to make sure it did not revert back to him. He still seems to get the invoices even though I do all the ordering/provisioning/billing/etc. our engineer, Mike Davis, is no longer on contract with MedFolio so he should be removed from the account. Julie
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Bob Heckmann, Official Rep

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Hi Julie,

You should have received an email from the Neo team with a resolution to this issue. If not please let us know.

Regards,
Bob
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Julie Mason

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Hi Bob, I did get a reply from Neo. They reset the account late Friday, however I am still not able to log in. They are now not responding to my emails, because I guess it is the weekend. I need to get into my account to provision some SIMs and set them to Bill, as a shipment of devices need to go out ASAP. Is there any way I can email you the ICCIDs of these SIMs and you provision and Bill them for me? Julie
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Stephen Blackburn, Official Rep

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Julie

While we get this resolved please send the ICCIDs to support@aeris.net and we will get them provisioned for you.

Can you also let me know what error message, if any, you receive when trying to sign into your account?

BR
Steve
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Bob Heckmann, Official Rep

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Hi Julie,

The engineering team has resolved the issue. Please refer to an email from the Neo team with further instructions.

Regards,
Bob
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Richard Sowers

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I too seem to be having a problem. Can't log in, can't get an email to reset password.
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Stephen Blackburn, Official Rep

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Richard,

Can you let me know what you are seeing when you are unable to log in? Do you get and error message?

BR
Steve
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Bob Heckmann, Official Rep

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Hi Richard,

You should have received an email from the Neo team with new credentials. Please let us know if you have additional questions or issues.

Regards,
Bob
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Brian Berlin

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Bob, I'm also having trouble authenticating with the site. Please advise.
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Thomas Remmert

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I am also having problems loging in.  I have also tried to reset my password, but have not received anything via email.

The only error I am receiving is:  Invalid username or password.

I am sure that I am using the correct UN/PW.  Either way, I have attempted to reset the PW without success.  

Thanks for your help,
Thomas
(Edited)
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Bob Heckmann, Official Rep

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Hi Thomas,

You should have received an email from the Neo team with new credentials. Please let us know if you have additional questions or issues.

Regards,
Bob
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Thomas Remmert

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Bob, thank you for the fast reply.  Unfortunately, the new password your team generated is not working for me.  I have tried Internet Explorer, Firefox, and also Chrome.  I have also tried the new password on both my laptop and my desktop.  Still receiving "Invalid username or password".

Thoughts?
Tommy
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Sang Lee

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I have same problem. Can't login, can't reset password. Neo does not send reset password email. What's going on?
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Bob Heckmann, Official Rep

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Hi Sang,

You should have received an email from the Neo team with instructions for accessing your account. Did you receive it and did it resolve the issue?

Regards,
Bob