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Neo User’s Guide

If you’re a customer outside the United States or United 

Kingdom, and you purchased your Neo from a reseller, then you 
should contact that reseller for assistance with your Neo. Do not 
return the device to Renaissance Learning.

If you bought your Neo direct from Renaissance Learning outside the 
United States or United Kingdom, contact the technical support 
resource listed for your region on page 151.

If you have a problem with your Neo, first read the section 
“Troubleshooting” on page 123. If this section doesn’t help you solve 
your problems, follow these steps for help.

1. Contact Technical Support using the contact information for your 

country listed on page 150. Eighty percent of all problems can be 
solved by email or over the phone.

2. If the device does need to be returned to the factory for repair, it 

must be assigned an RMA (Return Material Authorization) 
number in order to track the unit before it is returned. To receive 
an RMA number, contact Technical Support using the contact 
information for your country listed on page 150. You’ll need to 
provide the following information:

a. A detailed description of the problem

b. The serial number of the device
c. Your name and the address where the device should be 
returned

Only Renaissance Learning, Inc. can assign RMA numbers. 

If a Neo is returned without an RMA number, it will delay the 
repair and increase the chance that it could become lost.