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Someone accessed my account without my permission

If someone accessed your Novi on WhatsApp account without your permission, reset your Novi password immediately and contact our Customer Care team.
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.
If you notice a transaction you didn’t authorize, you can create a claim to request a refund. 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.
To report a transaction from your Novi account screen:
  1. Scroll down and tap Report this transaction.
  2. Tap SELECT TRANSACTION.
  3. Tap the transaction you want to report.
  4. Tap the text box 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.
  5. Tap SUBMIT.
If you can’t log in to your Novi account, follow these steps to reset your password.
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