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What happens when I create a claim?

If you suspect there’s been an unauthorized transaction on your Novi account, please create a claim as soon as possible, but no later than 120 calendar days from the date the transaction first posted to your transaction history. Your claim may be denied if created after this time period.
Here’s what happens when you create a claim:
  1. Novi may automatically lock your account.
  2. Novi may prompt you to reset your password. This is to prevent additional, potential unauthorized transactions. You will not be able to receive funds from other Novi customers until you reset your password. Once your password is reset, you’ll be able to get back into your account.
  3. Your claim will be reviewed by the Novi team.
  4. You’ll be notified when the review is complete. We usually review claims within 2-5 days, however in some cases this may take up to 15 days.
If your claim is approved
If we determine a transaction is unauthorized, we’ll provide a full refund back to your Novi balance.
If your claim is declined
If we do not determine that a transaction is unauthorized, you won’t receive a refund. However, you can appeal a claim decision up to 15 calendar days after we communicate our decision to you via SMS message or push notification. Your appeal may be denied if created after this time period. It may take up to 15 calendar days to review an appeal once we receive it.
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