Purple wave background
Help Center.

question-bubble icon Chat with us directly 24/7 in the app or in WhatsApp

Someone accessed my account without my permission

If someone accessed your account without your permission, reset your Novi password immediately and contact our Customer Care team.
If you notice a transaction you didn’t authorize, you can create a claim, as long as it’s within 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. Novi will usually review claims within 2-5 days, however in some cases this may take up to 15 days. If we determine a transaction is unauthorized, we’ll provide a full refund back to your Novi balance.
As a precaution, we also recommend resetting your passwords for any bank accounts or payment methods that are linked to your Novi account, and immediately contacting your relevant financial institution or card issuer.
To create a claim:
  1. Scroll down this article and tap Report Fraud below Helpful Actions.
  2. Tap Transaction and select a transaction to dispute. If the transaction you want to report is already selected, continue to the next step.
  3. Tap Additional Information to provide a description of what happened. It’s important to provide as much information as possible so that we can determine the appropriate steps to take in investigating this transaction. Note: Don't include information like bank account details or passwords.
  4. Tap Submit.
If you can’t log in to your Novi account, follow these steps to reset your password:
  1. Open the app.
  2. Tap Login Help.
  3. Tap Reset Password.
  4. Follow the on-screen instructions.
Was this information helpful?

Exchange rates and currencies shown are for illustrative purposes only. Novi and the Novi logo are trademarks owned by Meta Platforms, Inc. Other names and brands may be claimed as the property of others.

© 2022 Novi Financial, Inc. or its affiliates. All rights reserved. NMLS ID # 1832154.