Neosurf Reviews 3,294

I purchased 5 × 100 Neosurf vouchers on 18/02/2026 (Order number 190491907).

Despite the purchase going through correctly, the vouchers have been unusable, and I have been unable to redeem them as intended.

I have contacted Neosurf three times via email to resolve this issue and have received no response or resolution to date.

The vouchers have not been shared with anyone and have been handled in accordance with Neosurf’s safety guidelines.

I am still awaiting a response from Neosurf support to either:

resolve the voucher issue, or

provide a refund for the unused vouchers.

I am posting this publicly in the hope of receiving a response and a fair resolution.

They stole my money, watch out.

And to neosurf, that will probably give a response here... I don't care, I have already tried everything.

This is my second attempt of trying to verify my account! Why the hell do i need to have a "premium" account just to flipping use what i already paid for!? I have written a ticket and for god sake why on earth would it even take 24 hours to do a simple kyc! I have now got vouchers i cant use and money wasted its been two days and two failed verification for my uk provisional licence which i have checked you can use as verification! No freaking number to call no flipping answer from support, what kind of fricking scam are u trying to run here!?

Two weeks ago, I purchased a €100 voucher. I registered on their website, but when it came to verifying my identity for due diligence, there was simply no link to click to verify my identity. After writing to customer support every day (ticket 00517829), they kept sending me inaccurate replies, never responding to my requests. My account was never activated, and yesterday, out of the blue, they sent me an email saying my account had been closed due to suspicious activity and that I should contact local authorities to investigate. So, don't buy Neosurf vouchers; they're scammers.

"Hi

Thank you for contacting the Neosurf Support Team.

Following analysis your account has been blocked permanently by the Compliance Team. Any funds are frozen in line with our terms & conditions. To avoid any inappropriate use of your myNeosurf account, its operation has been permanently restricted.

But If you believe that a fraud has been committed against you please report it to your local online fraud agency or your local police service. Neosurf will always process any official requests made by police and law enforcement agencies for information that will help their investigation.

As stated in our Terms and Conditions this decision is final and I cannot provide any information relating to this case. I will now close this ticket."

They replied to my review and asked me to email them and I did, oh look low and behold, NO ANSWER!! WHAT A JOKE!!!!!! FIX YOUR SHIT AND GIVE PEOPLE THEIR MONEY!! THIS IS A LEGIT SCAM COMPANY!! BE AWARE!! DO NOT DEPOSIT ANY MONEY!!!

I'm really sad and with a lot of anxiety I used the last money I had to buy the neosurf and it doesn't work and I don't get a response, this hurts me a lot because we each sacrifice ourselves and other people come to steal from us unfortunately.

Exactly one week ago, I uploaded the verification documents and received an email saying that my verification was approved. But I didn't even have time to use my account as it was blocked. And now I can't use my voucher in any way. There is no response in the mail from the support service. It's terrible, I don't recommend it to anyone.

ticket number 00519653 still not resolved

These scammers told me to use their authentication process for the Xth time and will get back to me in 24 horus

guess what its been more than 24 hours again and no answer yet again from Pam and her cronies

If I could give this company a zero I would. This is quite simply the worst online or financial firm i have ever had the misfortune to deal with. I bought a £20 voucher and found it was unusable, so have been trying for around 5 weeks now to withdraw my money, jumping through constant hoops and following their instructions exactly as they have laid out, only for Neosurf to fail my withdrawal request repeatedly for non- reasons. The follow up customer service is appalling. I cannot believe that a company like this can exist in this day and age.

Useful up until you need to deal with customer service. Response time is terrible and when a response is given, it’s without any help on the issues. I’ve had the same issue for over a month now, I receive an email every 3-4 days asking me to do the same thing over and over. The 2FA does not work, once your account is frozen (for no reason) good luck getting it back.

Like many many others, I tried to use a paltry $150. They said I needed to update my account, tried, like countless others my phone number is entered weirdly; countless emails to "Pam". Blah, blah, blah. Seems like a scam to me; my error, my loss, never again

I am completely fed up with this software. Neosurf is a total mess.

I have never exceeded the monthly limit, and never exceeded the daily top-up limit. Not once! Yet you site keep forcing me to upgrade my account, again and again. What your problem hun???!!

Fine —i bear with that . I upgraded as you demanded, and immediately after that, you frozen my account after i top up 70 pound?!

If you claim that my account “needed” to be upgraded, why didn’t you inform me before I made the top-up? Why wait until after I deposited money, then lock my account and refuse to refund my funds?

What if my bank card does not support BSC or IBAN? What if I am using a digital bank? Does that mean you are simply unable — or unwilling — to return my money?

This is completely unacceptable. The process is misleading, irresponsible, and feels no different from a scam.

I demand a clear explanation and an immediate refund.

As with others i have been trying to get Neosurf to allow me to upgrade to premium and give me the ability to insert my id and selfie so i can get my money out of the system. This has been going on for several months now last year I lodged for support keep getting messages says they are looking into it. 00510760 is the last job number

Worst company ever see buy voucer 15 £ want use need verify adress I'd selfie can't verify on the end write fraud . Carzy shit company not use please!

IS HORRIBLE HORRIBLE COMPANY CANT VERTIFE MY DOCUMENTS FOR 5 MORE TIMES IDIOTS TOTTALY UNFPROFESIONAL PEOPLE WORK THERE DONT KNOW HOW DO JON VERTIFY ACCOUNT FROZEN SEND 5 TIMES SELFIE PROVE ADRESS PASSPORT CANT VERTIFY STILL .

Same as multiple people have reported.

I have a $300 stuck in their platform since they require a 2FA authentication to unfreeze the account that is fresh.
The 2FA authentication code simply never gets sent, I`ve opened tickets in the past and after months have essentially gave up and considered it`s stolen.

Even tried opening new support tickets recently but didn`t even get an email response.

Ticket from last year is 00222440

00516745 Neosurf Customer Support

very bad service , keep away .

Bought a 100EUR voucher, could not use it anywhere. Upon contacting Neosurf support I was left with vague, unclear instructions to create an account with them. My account got suspended immediately, afterwards they ignored my request to unblock the account.

At that time, almost two years (!) ago, I felt something was really shady about this company, as the many reviews here confirm. I kept emailing them, eventually threatening to contact authorities and surprise surprise, I got answers:

"Hi, you can now upgrade to Premium to top up your account" to which I responded I did not want to upgrade anything, I just wanted my 100EUR to be withdrawed to my bank account. They said that this was not possible, because "Inactivity fees" have been deducted from my voucher (seems like the worst excuse to rob customers' money, as they are the reason I could not even use my voucher at all).

Suddenly, a few weeks ago, they sent me an email that my account was succesfully upgraded to premium? I could log into my account again. There magically appeared an option to top up my account, good news I thought...

The website first asks what amount I want to deposit, I enter "100EUR" and fill in my unique code. A message appears "there are not enough funds on the voucher" so I try 75EUR, 50EUR, .... not even 5EUR works. Meaning, my 100EUR was straight up robbed away.

In the meantime of this whole story, I contacted the online merchant who sold me the voucher. They could, for some reason, see that Neosurf has deducted 74.70 (!!!) EUR from my voucher in September (1+ year after I contacted them) due to, you guessed it, "inactivity fees".

Upon reaching out to Neosurf themselves about this robbery, they keep avoiding my overall message and ask for the "serial number of the voucher" which was never given to me.

At last, they keep mentioning the "ticket number in the subject of this email" which is just never mentioned in any email of theirs. So to the stupid bot who will answer this review: please don't come at me with that bullshit, just pay me my 100 EUR.

Authorities are already informed.

I have a small balance of just £15 and wanted to withdraw this. This has been ongoing for over 12 days now. I keep receiving emails stating ID has failed. Passport, driving licence, selfie has all been sent through correctly multiple times over several emails. Feels very much like a scam. Every time I try to withdraw, upgrade account from basic and provide all detailed ID, it fails regardless with no further explanations. Emails come back from support with identical responses.Hopeless. I'm still sending emails backwards and forwards daily. Am up to about 20 emails now and getting nowhere or any new responses or explanations.

** Update **I have now found a contact for the CEO of NeoSurf and will be contacting them directly via different channels if I do not hear back from customer services as I have no where else to go with this now.

Update... 3 weeks on and still getting nowhere. Scam company