Hello;
so this pen I have has been with my family and I for like a few years. Unfortunately I went to use yesterday and today I even kept the pen on a charging cord overnight and it has stopped working. I have done everything you have recommended and your website will not let me contact you. I do think it’s a good thing; just a little frustrating when it stops working and we can’t contact you.
Developer Response
Hello,
this is NeoLAB Customer Support Team. We apologize for any inconvenience this may have caused. If you are experiencing any issues with our product, please contact us at cs_global@neolab.net. To help us assist you promptly, kindly attach a video demonstrating the issue in your email. Thank you for your cooperation.
The current version broke a few features, such as the ability to move pages between pre-existing real-world notebooks as well as the built-in alternative notebook cover collection. It makes it hard to keep my digital notebook library looking nice and have pages show up in the wrong notebook.
There also looks to be a new Neo Studio version available in the App Store (according to version history) which brings the total number of Neo Studio apps to 3, which the original one is being moved to the 2022 version (which is this one) but there’s also a newer one (Neo Studio 2)? I’m just confused at which one I should be using. If Neo Studio 2, that one is not syncing over my notebooks.
Developer Response
Hello, this is the NeoLAB Customer Support Team. We apologize for the inconvenience caused by the application. To address the issues you mentioned with moving pages between notebooks, alternative notebook covers, and pages showing up in the wrong notebooks, we kindly ask you to contact us at cs_global@neolab.net and send us screenshots or videos of the issue you are referring to. This will allow us to investigate the problems further and provide you with specific guidelines to resolve them. We understand the confusion regarding the different versions of the Neo Studio app. Here’s a brief clarification:
Neo Studio (Original, now 2022 version): This is the legacy version, which some users still prefer.
Neo Studio 2: This is the latest version, featuring several new enhancements and functionalities, but it is currently in the test phase.
For the best experience at the moment, we recommend using Neo Studio 2022. This version includes reliable features and improvements designed for a seamless experience across your devices. Thank you for your understanding and continued support.
Keeps asking for pass code. Not sure where to get code.
Developer Response
Hello, this is the NeoLAB Customer Support Team.
Firstly, we apologize for any inconvenience caused by the challenges you may have encountered with NeoStudio.
If you are prompted for a password when connecting the pen to the app, we recommend deliberately entering the wrong password ten times to initiate a pen password reset.
Following that, we encourage you to set a password for the pen for the security of its offline data. (Other users may connect the pen and set a password.)
If my understanding is insufficient or if you are experiencing issues, please send screenshots or videos to support@neosmartpen.freshdesk.com, and we will respond accordingly.
Once again, we deeply apologize for any inconvenience caused. Thank you.All of my notes are nigh unusable now… I could 100% fix the issue myself, except they allow IMPORT ONLY to Google Drive now. All synchronizations now happen on THEIR servers, and you can’t have access to this raw data for “security reasons” (aka: so we’re trapped). Wouldn’t have been an issue if support was competent. Good luck getting someone to even understand your issue.
I own FOUR pens. I had to be OK with mothballing them. It’s been over a year now, and they are NOT going to fix it. DO NOT BUY ANYTHING FROM THEM.
Developer Response
Hello, this is the NEO Lab Customer Support Team.
We apologize for any inconvenience caused by the automatic synchronization error in NEO Studio 2023.
To help you make better use of the NEO Smartpen, we are currently preparing the integrated version, NEO Studio 2.
We will strive to provide an even more advanced service.
We sincerely apologize for any inconvenience once again.
Thank you.I bought the Lamy smartpen based on the Lamy reputation. Bad mistake. The software does not sync across iOS devices. I set up Google Drive but no syncing. The YouTube videos are no help.
Cannot get my money back because Lamy NYC wants closed boxes. Very frustrating to see the Lamy reputation tarnished in this way.
Developer Response
'Hello, this is Neo Lab Customer Support Team.
Firstly, we apologize for any inconvenience you may have experienced with the Neo Studio service. If possible, please send screenshots or videos to support@neosmartpen.freshdesk.com for precise assistance.
We will do our best to review and provide a prompt response.
Thank you.Company and products have gone to crap. Used to be a great smart pen and worked fine with the prior app Neo Notes discontinued several years ago.
Now will no longer connect with any device and is effectively unusable, and the lack of ANY responsive customer support suggests they no longer care to be in business.
Developer Response
Hello, this is the Neo Lab Customer Support Team.
We apologize for any inconvenience in using our service. If you are using the N2 1st generation (F110) product, please send related inquiries to support@neosmartpen.freshdesk.com. Additionally, we are currently preparing the integrated version, Neo Studio 2, to help you better utilize your Neo Smartpen. We will strive to provide evolving services.
Thank you.My app won’t open anymore. It starts up as if it’s going to open but they closes one second into having seen the startup page.I contacted technical support several times even sending them videos of the problem and they always find additional questions that don’t make sense that doesn’t help me fix the issue. That started more than six months ago and their new release didn’t solve the problem. I am now stuck having lost all of my notebook data and I’m not happy about that… I wish there was a zero star rating or actually a minus 5 rating…
Developer Response
Hello, this is NeoLab's Customer Support Team.
We deeply apologize for any inconvenience experienced while using our service. If possible, please contact us at support@neosmartpen.freshdesk.com with your iPhone model and iOS version. We'll do our best to provide a prompt response after verification. Thank you.
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