Account recovery

First, determine how the account was accessed.

A. If the account used a third-party login

If the former employee signed up with a third-party identity provider (for example, Google, GitHub, Microsoft, Hasura), you must recover access to that account through your organization's identity provider. Neon cannot bypass third-party authentication.

B. If the account used email and password

If you have access to the former employee's company email account:

1. Go to the Neon login page
2. Click Forgot Password
3. Enter the former employee's email address
4. Access the password reset link from their inbox
5. Set a new password and sign in

Once signed in, you can:

• Update the email address
• Transfer project ownership
• Add an admin to your projects or organization
• Update billing details

If the original login method is inaccessible, we can assist through a manual identity verification process.

To begin:

1. Open a Neon Support ticket from your Neon account.
2. Provide:
   • A signed statement on company letterhead explaining the situation
   • Contact details for another employee at your company

Neon will:

• Notify the email address associated with the account and wait 24 business hours (Mon–Fri) for a response
• Send you a document to sign electronically
• Schedule a short video call to verify your identity (please have a government-issued ID ready)

Once all steps are complete, we'll grant access to the account or transfer project ownership as needed.