Neat Help Center > Neat FAQ's

Neat FAQ's

Neat Software Installation FAQ’s

  • How do I download and install Neat?

    You may obtain our downloadable products and installation guides by clicking on the following link: Get Neat

  • What is the difference between your Neat Legacy and Neat Cloud-Powered Software?

    Neat’s Cloud-Powered Software is our next generation platform that provides the convenience of a desktop application with the all the features of our cloud service. Bringing our cloud service to your desktop allows us to provide quicker updates and more features you care about. If you are interested in learning more about our Cloud-Powered Software please click here.

    Neat’s Legacy Software has been our flagship product for many years. Packaged with our Neat Scanner it provided an excellent starting point for scanning and organizing your ever growing piles of paperwork. We have made the decision to stop further development on our Legacy Software in an effort to focus resources on our Cloud-Powered Software. The retirement of Neat’s Legacy Software will allow us to release faster updates to our platform which means more features and functionality for you.  Please read more about the End of Life for our Legacy Software here.

  • My AVG antivirus is telling me that Neat is a threat to my computer, what can I do?

    When downloading and installing Neat, AVG Antivirus may detect the installer as a threat. Please visit this page for steps to properly install the software without AVG detecting Neat as a possible threat.

  • I have received a message ‘The Signature of This Program is Corrupt or Invalid’ when downloading Neat.

    In some instances, Windows will flag the Neat installation file as ‘corrupt or invalid’. If you see this message, please click here for instructions on proceeding with the Neat installation.

Contacting Technical Support

  • How do I contact technical support?

    There are three ways to contact the Neat support team. NeatCloud subscribers can call our technical support line at 888-898-3253. NeatCloud subscribers can also start a chat session with our support team by logging in to the My Account portal. Non-subscribers can open an email case any time by clicking the ‘Create a Case’ button on our Contact Support page.

  • What are the hours of technical support?

    Our technical support team is available from 9am-8pm eastern time, Monday-Friday.

Neat’s Legacy Retirement FAQ’s

  • Which versions of the Neat software have been retired?

    We have retired the Legacy versions of Neat for Windows and Neat for Mac. This will affect the following versions of Neat:

    • Neat for Windows: version 5.7 and earlier
    • Neat for Mac: version 4.5 and earlier

    You can find more information about the retirement and learn how to migrate to the new Neat software here

    You can also view a full comparison list of features here

  • Do I need a cloud subscription to continue using the Legacy software?

    You are not required to purchase a cloud subscription in order to keep using your Neat Legacy Software. If you are being presented with a message asking you to “Sign in to Initiate Sync” please sign in with the credentials you used to register your product. You will not be presented with that messaging again.

  • How will the retirement affect my software?

    As of March 1st, 2016, we will no longer be developing software updates for the retired software versions. Agent-assisted support for the retired software will end after April 30th, 2016. The installation files for retired versions of Neat will no longer be publicly available on our website.

  • Can I keep using my current Neat software?

    Yes! You can continue using any earlier versions of Neat which you have already installed. Please keep in mind, however, that as of April 30th, 2016 we no longer provide agent-assisted technical support for retired software versions.

  • Will there be any way for me to get support for my older Neat installation?

    While we will not be providing live support for older versions of Neat, we will continue to host a large number of help, instructional and troubleshooting articles on our website. If you have trouble with your legacy Neat installation, please visit our help center here.

    You can also head over to our Community to ask questions and receive answers from other Neat users. Click Here

  • How do I migrate from Legacy to the New Neat Cloud-Powered Software?

    To make your transition easy we have provided a step-by-step guide to get all of your data from your Legacy software to the new Cloud-Powered software. Click here to get started!

Neat Account FAQ’s

  • How do I reset my password?

    Resetting your password can be accomplished by navigating to the following link and choosing ‘Sign in to Existing Account’ and then clicking ‘Forgot Your Password?’, click here.

    Next, enter your email address and check the box to prove you are not a robot! You can then choose whether you would like to receive an email with a link to reset your password or enter your security question answer to change your password right away.

Mac OS Compatibility FAQ’s

  • How do I scan using Neat on Mac OS X El Capitan?

    We have identified an issue with the latest release of Mac OS X operating system that prohibits our scanner from properly connecting to Image Capture. We have been working with Apple to provide an updated driver to resolve the issue. Until we have a final release of our driver you can visit the following link to find a work around to help get you back up and scanning: Click Here

  • Is Neat compatible with Mac OS X Sierra?

    Neat for Mac (Cloud Powered version – currently v1.4.4.x) is currently compatible with Mac OS X Sierra, however, Legacy versions of Neat for Mac (v4.5 or earlier) are not supported on Sierra. We are aware of an issue when scanning. We currently have a work around which requires you to first scan using Image Capture and then import into Neat. We are actively working on an update which will be made available shortly. Please click HERE for steps to which will walk you through scanning to Image Capture and importing into Neat.

Cancel and Return FAQ’s

  • How do I return my Neat scanner?

    You can request to return your scanner within 30 days of purchase by logging into our Self Service Portal and choosing Neat Scanner Return.

    Please review the terms and conditions for more details regarding our return policy.

  • How do I cancel my Neat cloud service plan?

    If you have questions about how to use Neat cloud or need help with an issue, please visit our Help Center for articles and video tutorials.

    You can request a cancellation for your Neat cloud service by logging into our Self Service Portal and choosing Cloud Subscription.

    To cancel your Neat cloud service please follow the steps here.

Billing FAQ’s

  • How do I make a payment?

    If you need to make a payment, please contact an Account Specialist at 866-396-5439 for assistance.

  • How do I confirm a payment?

    If you need to confirm the status of your billing, you can do so through our secure self-service portal. Once you are logged in you can view recent orders or view all order history. Follow the steps here.

  • How do I extend a payment?

    When you make a purchase that has a recurring monthly bill, your account will be charged the monthly amount on the day that you made the purchase. If you need to extend your bill/payment date, click here to open a Customer Service support ticket.

  • What is this charge?

    If you see a charge on your account and do not know what it’s for, please click here to learn more.

  • How do I update my credit card?

    If you need to update the payment method on your Neat account, you can do so by logging into our secure self-service portal. Click here to learn more.

  • How can I request a balance?

    If you need to request the balance on your account, click here to contact an Account Specialist via Email or Chat; or give us a call at 866-396-5439.

  • What do I do if my order is on a payment hold?

    If you ordered a Neat scanner, and have received an email informing you that your payment is on hold, please click here to submit an inquiry to our Billing & Accounts team. For more information about a payment hold, click here.

  • What do I do if I get a unsuccessful order message?

    If you ordered a Neat scanner, and have received an email informing you that your order was unsuccessful, please click here to submit an inquiry to our Billing & Accounts team. For more information about an unsuccessful order, click here.

  • What do I do if I get a unsuccessful order message?

    Refunds are processed 5-7 business days from the date of receipt of the returned product. If you have not received confirmation that your package was returned, please track the package using the tracking number on the return label. For more information about the status of your refund, click here.

  • Why am I unable to view my billing information within Neat’s My Account portal when selecting the ‘Billing’ tab? Any customer that used a pin to activate the Neat software, will not see account information when selecting the ‘Billing’ tab from within Neat’s My Account portal, as billing information is not necessary to activate a software plan pin. Customers that have signed up for a Neat software plan directly through Neat’s web-store, or sales representative, will see plan details when selecting the ‘Billing” tab as customers must provide billing information at the time of sale.

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