If you’ve ever wished your clients could track shipments or submit instructions without sending emails back and forth, Neo is your solution.
CargoWise Neo is a command center, designed to help your clients access real-time shipment, warehouse, and transport activity without relying on manual updates. But before clients can use it, you need to set up their login access, and that’s where many users get stuck.
Let’s walk through exactly how to set up a contact with secure login credentials for CargoWise Neo. Whether you’re a freight forwarder onboarding a new customer or just trying to reduce support emails, this guide gives you the practical steps and context you need to do it right.
Why Do Clients Need Access to CargoWise Neo?
CargoWise Neo allows your clients to do more on their own, from checking shipment status to submitting documents or booking requests. In today’s logistics environment, where customer expectations are rising and shipment visibility is non-negotiable, Neo offers a modern way to keep clients informed without additional pressure on your internal teams.
But all of that hinges on access. If clients can’t log in or if the setup process is inconsistent, you’ll miss out on the time-saving benefits Neo promises.
That’s why knowing how to set up login credentials properly is essential.
What Challenges Do Logistics Teams Face Without Neo Login Access?
Let’s say your customer emails asking for the ETA of their shipment, the POD from last week, or an update on a warehouse delivery. Your Customer Support team checks CargoWise, pulls the information, and responds manually. That takes time. Multiply that by dozens of clients, and you’re losing hours of productivity every week.
Without CargoWise Neo access, clients rely on your team for routine updates. It creates bottlenecks, increases errors, and leaves clients frustrated when they don’t hear back quickly. Giving them self-service access changes everything, but only if login details are set up correctly.
How Do You Set Up Login Credentials in CargoWise Neo?
Let’s walk through the actual process of setting up a client contact for Neo login access inside CargoWise.
Step 1: Locate the Client’s Organization Record
Start by navigating to:
Maintain > Master Data > Organization.
This brings you to the Organization Search screen. Use your filters to locate the specific organization related to the client contact you want to enable Neo access for. Once you’ve set your filters (such as country, client name, or business type), click Find to populate the search results.
When you see the organization in the list, double-click to open the Edit Organization window.
Step 2: Verify or Add the Contact
Click on the Contacts tab to find the person who needs access. If they already exist in the system, check that:
- Their name and email address are correctly entered
- Their contact status is marked as Active
If the contact doesn’t exist yet, click Add and enter the required details. The email address is especially important, Neo uses this to send login instructions.
Step 3: Enable Web Portal Access
With the contact selected, switch to the Web Security tab. Here, tick the checkbox labeled Web Access Enabled. This is what allows the contact to receive login details and gain access to the Neo portal.
Click Save to store the updated settings.
Step 4: Send Login Instructions to the Client
After saving, the Send Password Instructions button becomes active. Click the dropdown next to it and choose Use CargoWise Web Portals. This triggers the system to generate and send a password setup email to the contact.
A confirmation screen will pop up showing the message that the password instructions were sent successfully. This email includes:
- A link to the Neo portal
- Instructions for setting up the password
- Your contact details, if you choose to include them
Once sent, the system records a Last Sent Date so you know when the invite went out.
What If the Link Expires or the User Doesn’t Log In?
The password setup link in the email is only valid for 24 hours. If the user doesn’t act within that time, you’ll need to resend the instructions using the same Send Password Instructions feature.
If your client forgets their login details later, they can use the Forgot Password function on the Neo login page to reset access themselves, no need to go through support.
What’s the Bigger Picture Behind This Setup?
Giving your customers access to CargoWise Neo isn’t just about convenience, it’s about operational efficiency and transparency. Once login credentials are active, your clients can:
- View live shipment milestones
- Have eConversation with your staff against each shipment.
- View the invoices raised against them.
- View SOA document.
- Upload documents and instructions into eDocs
- Monitor warehouse and delivery activity
- Reduce back-and-forth emails
- Feel more confident in your services
By taking a few minutes to set up login details correctly, you’re laying the foundation for a more simplified client relationship and freeing up your internal team to focus on value-added tasks.
Why This Setup Process Should Be Standard Practice?
Setting up CargoWise Neo access is not only an important one; it should be part of your onboarding checklist. Every time you add a new customer or contact, enabling web portal access ensures they can self-serve from day one.
It’s especially valuable for:
- Key clients managing high shipment volumes
- Partners who require 24/7 visibility across time zones
- Customers with multiple departments needing limited access
You can even configure permissions and user roles inside CargoWise to ensure clients only see what’s relevant to them, offering full control over the experience.
Conclusion
CargoWise Neo was built to help freight forwarders and logistics teams scale without adding more admin. If you’ve been waiting to explore CargoWise Neo or you’ve only activated it for a few selected customers, now’s the time to build it.
By setting up secure, structured login access, you’re not just sending a password; you’re inviting your clients into a smarter, more collaborative logistics process.
Need help setting up CargoWise Neo access across your customer base?
As certified CargoWise consultants, we offer tailored implementation and training services to help your team manage Neo access efficiently and securely.
