Frequently Asked questions

Contents

GettinG stArted 3

BACkup & synC 7

usinG neAtCloud on the WeB 9

usinG neAtMoBile 9

usinG neAtVeriFy 10

AddinG Files to My neAtCloud 10

seArChinG My neAtCloud Files And More 12

AddinG users to And FroM My ACCount 13

shArinG Files And iteMs 14

My ACCount 15

seCurity & priVACy 16

pAyMents & BillinG 17

GettinG stArted

What is NeatCloud?

NeatCloud is a monthly subscription service designed to help you make the most of your Neat Digital Filing System – by harnessing the power of the cloud.

The term “cloud” refers to a secure server that stores your files for you, instead of having them stored only on your computer. This means that when your files are in the cloud, they’re always safely backed up, so a broken or lost computer no longer means lost files. But that’s just the beginning.

When your files are in the cloud, it also means that you can access them from anywhere – over the internet, with your mobile devices, or on multiple computers. Since your cloud files are always up to date, you will always have access to the most recent versions of your documents.

Any time you make a change to your files, on any device, those changes are synced to the cloud. Syncing is a two-way street: the cloud gets all of your latest changes from wherever you make them, and the information you see on your devices is always up to date.

So with NeatCloud, your information is securely backed up, accessible from anywhere, and always synced between your devices and computers. Sounds like a lot, but it’s really very simple.

NeatCloud also brings a host of other powerful features to the important information you have stored in your Neat Digital Filing System. It’s fully integrated with your Neat Software, so it works seamlessly. Here’s a quick overview of some of the additional features of NeatCloud:

•Scan with the camera on your smartphone or tablet – with NeatMobile.

•Forward emails, or import items into your Digital Filing System online

• Intelligent Text Recognition in the cloud- the same technology that the Neat Software uses to read and extract key information is also performed on anything you send through the cloud (emails, mobile scans, web import, etc.)

•Share individual files – or entire folders – with anyone. Comment back and forth for better collaboration.

•Add multiple users to your account – the ultimate solution for couples or small teams.

NeatMobile, NeatVerify, and multi-user accounts only available with Home & Office or Business plans.

What is NeatMobile?

NeatMobile refers to NeatCloud’s mobile capabilities, the Neat app for iPhone and iPad*, and everything you can do with it.

NeatMobile turns your smartphone or tablet into a handy new way to scan items into Neat, and a way to access your files from wherever you are. With NeatMobile, you can simply snap a photo of receipts, business cards, or documents and they’ll be added to your Neat Digital Filing System. All of the key information will be read and extracted, just as though you scanned it at home.

Because NeatMobile is synced with NeatCloud, you’ll have access to your most up-to-date Neat files wherever you are – it’s like having your entire Digital Filing System in your pocket.

NeatMobile uses the camera on your smartphone or tablet to get items into your Digital Filing System from anywhere:

•Take a picture of a restaurant bill, and Neat will transform it into a digital record of that transaction.

•Snap a photo of a business card, and the person’s contact info will be instantly added to your NeatCloud.

•Capture any type of document, and it will be given the “Neat treatment” – every word will be made keyword searchable, and it will be organized in your Digital Filing System.

To use NeatMobile, you will need a NeatCloud Home & Office or Business plan.

NeatMobile currently supports iOS devices like the iPhone, iPad, and iPod Touch. Support for Android devices is coming this summer. Other mobile operating system releases are planned for the future.

What is NeatVerify?

NeatVerify is an optional service to make NeatMobile an even more powerful tool for scanning in items on the go.

Sometimes mobile images are blurry, or the lighting isn’t right. This can make it difficult for your information to be accurately read and extracted in the cloud. That’s where NeatVerify comes in.

When you send a mobile scan through NeatVerify, your image passes through a team of specialists at Neat who make sure that the key information is accurately read and extracted. The verification process only takes a few minutes and, once verified, your items will appear in your Neat inbox.

NeatVerify provides the highest possible accuracy, especially for faded receipts or handwritten totals, such as a restaurant bill with an added tip. The process is safe and secure, and you’ll know your data is as accurate as possible.

NeatVerify comes in monthly plans, with a fixed amount of “Verifications” per month. Verifications are like credits, each item you send through NeatVerify uses one of your verifications. You can choose to send an item to NeatVerify right after you scan it by turning NeatVerify “on” in the review screen.

If your images cannot be processed by NeatVerify the item will be sent through standard processing and none of your NeatVerify credits will be used.

Does NeatCloud come with NeatMobile? What about NeatVerify?

NeatCloud “Home & Office” and “Business” plans include NeatMobile access. NeatCloud “Personal” plans do NOT include NeatMobile.

The 30-Day Free Trial of NeatCloud is the “Home & Office” plan, so NeatMobile access is included.

Once you have a NeatCloud plan with NeatMobile, you simply need to download the app from the iTunes app store onto your device, and install it. You’ll sign in with your Neat username and password, and you’re ready to go!

NeatVerify is not included with NeatCloud or NeatMobile; it’s an optional service. 30 NeatVerify credits are included with the free trial of NeatCloud Home & Office, as an added bonus. If you choose to sign up for a NeatVerify plan, you will be given the option to turn it on or off each time you scan with your mobile device.

How does the 30-Day Free Trial work?

NeatCloud and NeatMobile are such robust tools that the best way to learn about them is to try them yourself!

The Home & Office plan includes access to NeatMobile, so you can try the full NeatCloud experience free for 30 days. If you find that it’s not for you, no problem. Simply cancel anytime within the first 30 days and you won’t be charged. If you love it, then by all means keep it! You’ll be charged $14.99 / month, if you choose to stay on the Home & Office plan.

Your free trial of NeatCloud Home & Office also includes a bonus of 30 verifications with NeatVerify, our highly accurate data-verification service.

How do I get started with NeatCloud and NeatMobile?

Once you sign up for a NeatCloud plan, getting started is easy. The first thing you’ll want to do is make sure your Neat software is up to date, so you can sync your files with NeatCloud. You will need to install the free update to version 5.1 (PC) or 4.0 (Mac). Just follow any automatic prompts when you launch your Neat software.

Once your software is up to date, you’ll notice a “Sync” button in the top middle of your screen. Click this button to turn on sync, and your Neat files will start to be added to the cloud. The first time you sync your files, it may take several hours – or longer, depending on the size of your Digital Filing System. Don’t worry – sync works in the background and you can just let it run while you use your computer for other things. If you turn your computer off, sync will resume when you start it again.

Once your initial sync is complete, you’re in the cloud! Please note that, depending on the size of your Digital Filing System and your internet connection speed, the initial sync can take several days to complete. From then on, syncing occurs automatically and will only take a few seconds.

Now it’s time to download the Neat app to get started with NeatMobile. Once you sign in, all your synced files will be there! Go ahead and scan something – and watch it appear in your Neat Inbox in your desktop software (or on your phone)!

You can also access your files online at any time. Just go to cloud.neat.com and sign in using your NeatCloud account. Your entire Digital Filing System will be there waiting for you.

What files does NeatCloud back up?

NeatCloud backs up all of the important information in your Neat Digital Filing System, including all images, text, key fields, comments, and notes. NeatCloud backs up your Neat files only, and does not support backing up your computer’s entire contents.

NeatCloud backs up all of your data within Neat including all images, text, key fields, comments and notes. NeatCloud backs up your Neat files only, and does not support backing up your computer’s entire contents. There is no “selective syncing” – syncing only certain parts of your Cabinet – if it’s in your Neat Cabinet, it’s important, so it should be securely backed up in NeatCloud.

If you lose your computer, or it malfunctions, all of your Neat files will be safe and sound in the cloud. When you get a new computer, just sync all your files down from NeatCloud, and you’ll be up and running in no time.

How safe is my information in NeatCloud?

Nothing is more important to us than safeguarding your most important information. When your documents are in NeatCloud, they’re not only synchronized between your various devices, they’re securely backed up on our servers. That means it’s safer to store something in the cloud than on just your computer, and a broken computer or a lost phone no longer means lost files. NeatCloud uses Secure Socket Layer (SSL) encryption technology for data transmission of all of your information (including User IDs, passwords, and account information). Neat also encrypts the files that you store on NeatCloud using one of the strongest block ciphers available, the 256-bit Advanced Encryption Standard (AES-256), which is the same encryption standard banks use to secure customer data.

How does NeatCloud make sharing and collaborating easier?

When your files are stored in the cloud, it makes it easy for you to access your information anywhere. It also makes it easy to share and collaborate with others.

With NeatCloud, there are several ways to share and make collaboration easier. From your NeatCloud web interface, you can quickly email any file to anyone, from wherever you are.

You can also share folders – giving anyone up-to-the-minute, read-only access to a folder or folders of your choosing. Anyone you share a folder with will need to create a free Neat account, then they will see your files in the NeatCloud web interface much the same way that you do – just without the ability to change or edit anything.

NeatCloud opens the door to Multiple User Accounts as well, which means a couple or a small team can share total access to an account. You can keep multiple instances of the Neat Software in sync, and work together seamlessly.

Any file in a shared folder allows for commenting, a new feature from NeatCloud. Now you can have a back and forth conversation related to a specific item. For example, say you share a folder with your accountant. She can use the comment feature to ask questions or make notes on the documents in the folder. You can read and respond to these comments, creating a natural back-and-forth dialogue. from within NeatCloud.

What happens to my information if I cancel NeatCloud?

If you cancel your NeatCloud account, your information will be permanently and securely removed from our servers. Please be sure you have the latest versions of your files saved on your own computer before canceling your account.

BACkup & synC

What is syncing?

Syncing (AKA synchronizing) is the automatic transmitting and updating of data between two or more devices so they will all have access to the same exact files. That means when you scan an item at the office, it’s uploaded to the cloud and instantly available on your home computer, your laptop, your smartphone, and your tablet.

What does NeatCloud back up?

NeatCloud backs up all of your data within Neat including all images, text, key fields, comments and notes. NeatCloud backs up your Neat files only, and does not support backing up your computer’s entire contents.

Will my documents be backed up if my computer crashes?

Yes, if you have subscribed to NeatCloud. NeatCloud continuously and securely backs up all data in your Neat Digital Filing System to the cloud.

I have a new computer; how do I restore all my Neat data that’s backed up in NeatCloud?

Simply reinstall Neat software on your new computer. When you launch Neat for the first time, click on the sync button and log in with your Neat account. Neat will automatically pull all of your files down from the cloud and restore them onto your new computer in the exact same way you last had them.

How do I sync my Neat data between computers?

Once you have a NeatCloud plan, you can easily sync the contents of your Digital Filing System across several computers. If you already have Neat software on more than one computer, simply launch Neat and click the Sync button – your computer will add its Digital Filing System contents to the cloud, and will also add the cloud’s contents to its local Digital Filing System.

If you want to install Neat’s software on a new computer, simply do so, then click the Sync button to pull all of the contents of your NeatCloud account onto the computer.In either case, when you sync with the cloud you’ll have the most recent versions of all your important documents, right at your fingertips.

You can also access NeatCloud from any computer by going to cloud.neat.com and signing in to your NeatCloud account.

How do I back up my Neat data using NeatCloud?

Backing up your data is the same as syncing! Just follow the directions above to sync your files to NeatCloud, and they will be securely backed up at the same time.

What happens when I edit or delete an item on one of my devices?

The backbone of NeatCloud is the ability to sync your Neat files across your devices. When you edit or delete an item on any of your devices, NeatCloud makes the changes (synchronizes) on all your devices. All of this happens automatically, so your files are always up to date.

How long does the initial sync take?

Syncing to NeatCloud is fast - but the amount of time it will take to sync for the very first time will be based on the amount of data you are syncing and the speed of your internet connection. The initial sync may take up to several days to complete. Subsequent syncs will be far faster – averaging just a few seconds.

While your account is syncing, the percentage completed will display just under the Sync button.

I want to stop syncing to one of my office computers, how do I do that?

To temporarily stop syncing one of your computers with NeatCloud, simply go to tools > sync > sync settings to turn it off.

Any changes made to your Neat data on any of your devices will now stop syncing with this computer.

To permanently stop syncing one of your computers with NeatCloud, go to www.neat.com, sign in, and click on your account name in the top-right corner of the screen. Select product keys & Authorizations and then de-authorize the computer you want to stop syncing.

How do I sync documents captured on my mobile device to my Desktop app? Where do they appear?

Since Sync is the backbone of NeatCloud, any items captured from your mobile device are automatically synced to your Desktop app. The items will be available in the inbox under the From neatMobile folder.

How do I sync my Neat data to my mobile device?

To sync to your mobile device, all you need is the Neat app. Once you’ve synced your files to NeatCloud, as described above, just download and install the app, sign in to your Neat account, and all your Neat files will be there waiting for you.

Why do I have to update to a new version of Neat to Sync?

Neat’s latest Desktop App versions support Syncing with NeatCloud. Syncing to NeatCloud is not available in previous versions of Neat.

usinG neAtCloud on the WeB

How do I access my Neat content from a web browser?

You can access NeatCloud from any popular web browser by logging in at www.neat.com and clicking the sign in link at the top right.

What browsers does NeatCloud support?

NeatCloud is supported on the following popular browsers:

• Internet Explorer v 8 or higher

•Safari v 4 or higher

•Google Chrome

•Firefox

usinG neAtMoBile

What mobile devices does Neat currently support?

NeatMobile currently supports iOS devices like the iPhone, iPad, and iPod Touch. Support for Android devices is coming this summer. Other mobile operating systems releases are planned for the future.

How do I access my data from an iPhone or iPad?

If you’re subscribed to the ‘Home & Office’ plan or higher, you can access your Neat data on your iPhone or iPad. To do so, you will first need to download the NeatMobile app. Click here to download the app from the Apple App Store. You can also simply search for “Neat” on the App store and download the app. Once the app is downloaded you can log in with your Neat account to access your data and also capture new documents through your mobile device.

I have a mobile device that is not yet supported by Neat. What are my options?

NeatMobile currently supports iOS devices like the iPhone, iPad, and iPod Touch. Support for Android devices is coming this summer. Other mobile operating systems are planned for the future.

What is the benefit of the Queue in NeatMobile?

The queue provides a quick visual way to check on the progress of your NeatMobile scans. It is divided into the upload queue and the processing queue. The Upload Queue indicates whether the scans have been successfully uploaded from the phone to NeatCloud. This time will vary based on your internet connection (e.g. 3G will be slower than Wifi). When you capture pictures of receipts, business cards, or documents with your smartphone or tablet device, the images go through Neat’s image processing routines before they are available in the From neatMobile folder of NeatCloud. While they are being processed, they remain in the Processing Queue.

usinG neAtVeriFy

How can I use NeatVerify to ensure highest possible accuracy of receipt and business card captures with my phone?

Once an item is scanned with NeatMobile, ensure that neatVerify is on before clicking use. Next, the key fields on the photo– including names, addresses, financial totals, and more – are reviewed and verified by the NeatVerify team, then returned to the user’s inbox within minutes. The NeatVerify team uses a strict review and approval process to eliminate any errors, providing the highest possible accuracy. Subscribers can decide which images they wish to have verified by NeatVerify. Each item verified uses up one NeatVerify credit.

How can I buy more NeatVerify credits?

NeatVerify is a monthly subscription service that is offered in three variations based on the number of verifications you need. To purchase a higher NeatVerify plan, go to My Account in NeatCloud and scroll down to the NeatVerify heading, then click on upgrade your plan.

Will NeatVerify be available on Android devices?

Yes. NeatVerify will be available when we release NeatMobile for Android this summer.

Can I purchase NeatVerify credits separately (à la carte)?

At this time, NeatVerify is only offered as a monthly subscription plan.

Will my NeatVerify credits be used if my image is not readable?

No, if your images cannot be processed by NeatVerify, the item will be sent through standard processing and none of your NeatVerify credits will be used.

Can you tell me how many credits I have used and how many I have left?

To check your NeatVerify credit balance, simply log in to NeatCloud and click on My Account. Scroll down to the neatVerify plan heading to review your credits and plan information.

AddinG Files to My neAtCloud

How do I scan a receipt, business card, or document using my mobile device?

Easy! Just launch the Neat app and tap the Scan button. Next, select the type of item you are scanning: Receipt, Business Card, or Document.

Line up the item you are scanning, let the camera focus, and tap the camera button.

Next, you will have a chance to review your image, to make sure it’s clear. If so, tap use. If not, tap retake to try again.

Your image will be uploaded and processed, and will appear in the queue on your mobile device. Once it’s ready, it will appear in your Neat Inbox, in the From neatMobile folder.

Where do I find my Mobile scans?

Once processing is complete, your item will appear in the Inbox under the From neatMobile folder. You can then move the items anywhere in your Neat cabinet.

What is the Email-in feature of NeatCloud?

All NeatCloud subscriptions come with a personalized email address that makes it easy to forward emails, e-receipts, and other digital documents directly to your NeatCloud account, and then synchronize them with all your devices.

How do I find my @neatcloud.com email address?

From NeatCloud, click on your account name (top right corner of the screen) and choose My Account. Scroll down to the NeatCloud Email heading to view your NeatCloud mail-to address.

Can I get a different @neatcloud.com email address?

At this time, @neatcloud.com email addresses are automatically assigned and it is not possible to change them.

What kind of attachments can I email in to NeatCloud?

NeatCloud accepts the following attachment formats: PDF, JPG, TIFF, and PNG.

How long does it take for my emailed item to show in NeatCloud after I email it in?

The time depends upon the size of your files, but they are usually available within minutes.

How does NeatCloud handle email attachments?

The body of the email is added as new item in Neat and each attachment is added as a separate item. For example, an email with two attachments would create three items in your digital filing system – one with the content of the email, and one new item for each attachment.

Where can I find my emailed in items?

When you email an item to your @neatcloud.com email address, they are available in your inbox under the From email folder. You can then move the items anywhere in your Neat Digital Filing System.

How do I import or upload an item to NeatCloud?

To import or upload an item to NeatCloud, click on the import button in NeatCloud and choose PDF or Image.

Click the Choose Files button and browse to the file(s) you wish to import. Alternatively, drag and drop the item to the drop Files here area in the dialog box. Once processing is complete, your item will appear in the inbox under the ‘From Web import’ folder. You can then move the items anywhere in your Neat cabinet.

seArChinG My neAtCloud Files And More

How do I search my Neat data from my mobile device?

To search files with NeatMobile, simply type what you are looking for in the search field near the top of the screen and tap search. Neat will retrieve all matching items in your Neat Digital Filing System containing the search term by searching image text, field names, notes, and comments.

How do I quickly search the Neat data I have in NeatCloud?

To search files in NeatCloud, simply type what you are looking for in the keyword search field near the top of the screen and click Search. Neat will retrieve all matching items in your Neat Digital Filing System containing the search term by searching image text, field names, notes, or comments.

How do I create and use Saved Searches?

Saved Searches allow you to save your most commonly used search terms. For example, if you frequently search for the phrase “coffee receipts,” you would start by searching for “coffee receipts.” Once the search results are displayed, click on the Save Search button beneath the search bar. This will add the Saved Search to the saved searches folder in the Navigation Pane.

The next time you want to search for “coffee receipts” simply click on that search under the saved searches heading. The search results will update with any new data matching your query.

What is Expanded Search?

It’s time consuming to try and locate where your important documents are saved when you use multiple cloud services, such as Google Docs, Dropbox, and Evernote. Neat’s Expanded Search solves this problem by letting you search across these cloud services from just one location: Neat.

How do I create an Expanded Search?

To create an Expanded Search in NeatCloud, click on Add expanded search under saved searches in the Navigation Pane and then on set up expanded search. In the Create an expanded search dialog box, use the Connect buttons to connect NeatCloud to the services you wish to include in the expanded search. You will be taken to each service to log in, and grant access to search those files. Then type a name, keyword(s) and description for the search and click Create.

The expanded search is added to the list of saved searches in the Navigation Pane.

When you click on an expanded search, Neat goes to work behind the scenes to search the 3rd party services and Neat for items containing the specified terms. Clicking on an item lets you view it. If the item is in one of the 3rd party services, you will be able to view it in that service automatically.

How many searches can I add?

There is no limit to the number of Saved or Expanded Searches you can create.

AddinG users to And FroM My ACCount

What is the benefit of adding users to my account?

NeatCloud allows multiple users to have access to the same account. Adding users to your account is ideal for couples, home offices, or business partners who are looking for an easy way to collaborate. Each user registers with NeatCloud so they can have access to the shared content, but the account only needs one paid subscription to operate.

Each user of a shared account is able to view all contents in the entire cabinet in the exact same way as the subscriber, including all folders, items, images, notes, and more. All users of a shared account will be able to add, edit, comment on, and delete content – making it the ultimate tool for collaboration.

How do I add additional users to my NeatCloud account?

You can add additional users to your NeatCloud account by clicking on your account name on the top-right corner of the screen and selecting My Account. Scroll down to the Multiple Users heading and type the email address of the person you would like to add to your NeatCloud account.

What privileges do additional users have?

Additional account users have the same privileges as the account holder. They are able to view all content in the cabinet in the exact same way you do, including all folders, items, images, notes, and more. In addition, account users can add, edit, comment on, and delete content – making it the ultimate tool for collaboration.

What is the maximum number of additional accounts I can add?

The maximum number of additional accounts that you can add depends on your subscription plan. From NeatCloud, click on your account name (top right corner of the screen) and choose My Account. Scroll down to the Multiple Users heading to view the maximum number of additional accounts your plan allows.

How many users can access one NeatCloud account?

If you subscribe to the Personal plan, only the account holder will be able to access your one NeatCloud account. If you subscribe to the Home & Office plan, one other user can access your NeatCloud account. And, if you subscribe to the Business plan, up to 5 additional users can access your NeatCloud account.

How do I remove an additional account user?

Additional accounts users can be removed from the My Account page by clicking the remove Account. When an additional account user is removed from an account, the holder will no longer see any of your content via the NeatCloud web client.

shArinG Files And iteMs

How do I email an item in NeatCloud to other people?

Emailing an item is a fast and easy way to share a single file. From NeatCloud, click on the item you want to email and then choose email selected item from the Actions menu. This will create an email with an attached PDF version of the item you’ve selected. From there, just fill in the email addresses of whomever you’d like to send it to, click email item, and off it goes!

When I email a single item to someone, what will they receive?

When you email a single item from NeatCloud, the recipient receives an email with an attached PDF version of the item you’ve selected.

How do I share a Neat folder with others?

When you share a NeatCloud folder, the recipients will receive an email notifying them of the share and asking them to create a free NeatCloud account. With a free account, users will be able to view all contents in the shared folder in the exact same way you see them. They will also be able to comment on any items within the folder, making collaboration easy. People with whom you have shared a folder cannot add content to your shared folders, nor can they edit or delete content within your folder, aside from adding comments. They also cannot share your folders with other users.

In the NeatCloud Navigation Pane, select the folder you want to share and then choose share Folder from the Actions menu.

Provide an email address and then click share Folder.

In the Navigation Pane, the shared folder displays the shared folder icon.

When two or more Neat users are sharing a folder, each can write comments on any shared item. The same is true for account holders who are part of the same account, and any items within that account. These comments can create a back-and-forth conversation, which will be shown as a comment thread for that item. This conversation will be synced to the cloud as well.

When a user enters a comment, the other user or users will receive an email notifying them that a comment has been added and providing a link to view that comment.

Can I share Neat folders with non-Neat users?

Yes. When you share a NeatCloud folder, the recipients will receive an email notifying them of the share and asking them to create a free NeatCloud account. With a free account, users will be able to view all contents in the shared folder in the exact same way you see them. They will also be able to comment on any item within the folder, making collaboration easy.

When I share a folder with someone, what can they see?

The person you shared a folder with will be able to view all contents in the shared folder in the exact same way you see them. However, they will not be able to view contents in any folders you have not shared with them. They also cannot share your folders with other users.

When I share a folder with someone, what can they do?

The person you shared the folder with is able to view all content in the shared folder, including items and sub folders. They are also able to comment on any item within the shared folder. This makes collaboration easy, as these comments will be shown as a comment thread for that item. Lastly, they are able to download items from the shared folder to their own computers. However, they cannot add, edit, or delete content within your folder.

How do I know which of my folders are shared?

In the Navigation Pane, the folders that are shared display a shared icon so that you can visually differentiate between shared and unshared folders. When folders are shared with you, they will appear under the other person’s name in your cabinet.

How do I exchange comments with others on items in a shared folder?

Open any item in a shared folder and type a comment into the comment box. When you’re ready, click Add+. The comment will be shared with all users who are part of the shared folder, and each user can write comments on any shared item. This can create a back-and-forth conversation, which will be shown as a comment thread for that item.

When a user enters a comment, the other user or users will receive an email notifying them that a comment has been added and providing a link to view that comment.

How do I un-share a folder?

Simply move the contents of the shared folder into a new folder and then the person you shared the old folder with will no longer have access to those files.

How many people can I share my folder with?

There is no limit to the number of people you can share a folder with.

My ACCount

How do I change my password?

From NeatCloud, click on your account name (top right corner of the screen) and choose My Account.

Click the Change password link and follow the onscreen instructions for changing your password.

How do I delete my account?

To delete your account, please call Neat Sales at 1-866-632-8732.

How do I upgrade or downgrade my subscription?

If you are on a monthly subscription plan, you can upgrade your NeatCloud plan on your own

by logging into your Neat account, going to your My Account page, and clicking upgrade. If you are on an annual plan, you will need to call Neat Sales to upgrade.

To downgrade to a lower plan, please call Neat Sales at 1-866-632-8732.

I forgot my password, how do I reset it?

From the NeatCloud sign-in screen, click the Forgot your password? link. Type your email address in the Enter Email Linked to this Account field and click Submit. You will receive an email containing instructions for resetting your password.

How do I change my NeatCloud email address?

To change the email address on your Neat account please go to www.neat.com/support and open a support ticket. Our Support team will help you create a new Neat account with a different email address.

How much storage space do I get with NeatCloud?

NeatCloud lets you sync, share, and back up your entire Digital Filing System. Everything you have in Neat will be securely backed up in NeatCloud.

seCurity & priVACy

How safe is my backed-up data?

When your documents are in NeatCloud, they’re not only synchronized between your various devices, they’re securely backed up on our servers. That means it’s safer to store something in the cloud than on just your computer, and a broken computer or a lost phone no longer means lost files. It also means that a new computer or mobile device can quickly access all of your Neat files – just sign in to NeatCloud and your files will be there, exactly the way you last saw them!

What security measures does Neat have in place to secure my data?

NeatCloud uses Secure Socket Layer (SSL) encryption technology for data transmission of all of your information (including User IDs, passwords, and account information). Neat also encrypts the files that you store on NeatCloud using one of the strongest block ciphers available, the 256-bit Advanced Encryption Standard (AES-256), which is the same encryption standard banks use to secure customer data.

What is Neat’s Privacy Policy?

Click here to read Neat’s Privacy Policy.

Does Neat store my data if I discontinue using NeatCloud?

After cancellation, a short grace period is provided as a courtesy to allow you to download any files you wish to keep. After the grace period, your NeatCloud data will be permanently deleted.

pAyMents & BillinG

Why does Neat need my credit card to sign up for a free trial of NeatCloud?

When you sign-up for a free trial of NeatCloud, you receive 30 days of free NeatCloud access. You will be billed only if you have not canceled your NeatCloud plan within the 30-day cycle. We require that a valid credit card be on file to bill the first payment should you decide to continue using NeatCloud at the end of the free trial period.

What is the billing schedule for NeatCloud?

NeatCloud is a monthly subscription service, and it will be billed one month after your sign-up date. For example, if you sign-up for NeatCloud on July 8th, you will be billed on the 8th of every month thereafter, until you cancel your subscription.

How can I change my payment method?

To change the payment method on your Neat account, please call Neat Sales at 1-866-632-8732.

How do I upgrade or downgrade my subscription?

If you are on a monthly subscription plan, you can upgrade your NeatCloud plan on your own by logging into your Neat account, going to your My Account page, and clicking Change plan. If you are on an annual plan, you will need to call Neat Sales at 1-866-632-8732 to upgrade.

To downgrade your plan, please call Neat Sales at 1-866-632-8732.

I have an annual NeatCloud subscription. How will I know when it’s time to renew?

An email notification regarding your renewal date is sent several days before your renewal date.

My personal plan was paid for the year and now I want to upgrade my plan. Can you apply what I have paid to my new plan?

Yes. Please call Customer Service at 1-866-632-8732 to learn more.

I am canceling my subscription before the month ends; can you refund me for the time that I will not use the service?

There are no partial refunds for subscription plans, so we suggest canceling your plan close to the end of the month.

I want to downgrade from my annual plan to a monthly plan, will I receive a refund?

At this time, there is no way to switch from an annual subscription to a monthly subscription. You may cancel your annual subscription, but there are no partial refunds for unused time. Please contact Customer Service at 1-866-632-8732 if you have any questions.