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| NovaPay Technical Support FAQ | |
| ============================= | |
| This document lists the supported troubleshooting steps for the NovaPay app. | |
| Agents must use only these steps and must not invent new ones. | |
| 1. OTP Not Received | |
| ------------------- | |
| - OTPs are valid for 10 minutes. | |
| - If the OTP does not arrive, the customer can tap "Resend OTP" after 60 | |
| seconds. A maximum of 3 OTP requests are allowed in a 30-minute window. | |
| - After 3 failed attempts, the SMS channel is locked for 30 minutes and the | |
| customer should use "Get OTP via Email" instead, which sends the code to the | |
| registered email address. | |
| - If email OTP also fails, verify the registered mobile number and email under | |
| Profile > Contact Details, then escalate to Level 2. | |
| 2. Biometric / Fingerprint Login Failure | |
| ----------------------------------------- | |
| - Biometric login can break after an OS update or after re-registering a | |
| fingerprint on the device. | |
| - Reset steps: Profile > Security > Biometric Login > toggle OFF, close the | |
| app fully, reopen, then toggle Biometric Login ON and re-authenticate with | |
| the device fingerprint/face unlock. | |
| - NovaPay supports biometric login only on devices with a hardware secure | |
| enclave. On unsupported devices the customer must use the 6-digit PIN. | |
| 3. Login Failure / "Invalid PIN" | |
| -------------------------------- | |
| - After 5 consecutive wrong PIN entries the account is locked for 1 hour as a | |
| security measure. | |
| - The customer can reset the PIN via "Forgot PIN", which requires a successful | |
| OTP verification and answering the security question set during onboarding. | |
| - If the account remains locked after a successful PIN reset, escalate to | |
| Level 2 — do not advise the customer to create a new account. | |
| 4. Supported Device OS Versions | |
| ------------------------------- | |
| - Android: version 9.0 and above. | |
| - iOS: version 14.0 and above. | |
| - On older OS versions the app may crash on launch. The only supported fix is | |
| to update the operating system; NovaPay does not provide legacy builds. | |
| 5. App Crashing | |
| --------------- | |
| - First, ensure the app is updated to the latest version from the store. | |
| - Clear the app cache via Profile > Settings > Clear Cache (this does NOT log | |
| the customer out or delete data). | |
| - If crashes persist after updating and clearing cache, collect the device | |
| model and OS version and escalate to Level 2. | |
| 6. Statement Download Failure | |
| ----------------------------- | |
| - Statements are available under Account > Statements for the last 24 months. | |
| - Statements are generated as password-protected PDFs; the password is the | |
| customer's date of birth in DDMMYYYY format. | |
| - If a download fails, retry on a stable network. Statements older than 24 | |
| months must be requested from support and are emailed within 2 business days. | |
| 7. Reporting a Known Outage | |
| --------------------------- | |
| - Customers can check live service status and report outages at | |
| status.novapay.example/report. | |
| - During a declared outage, agents should acknowledge the outage, share the | |
| status link, and avoid running individual troubleshooting steps that will not | |
| help until service is restored. | |
| Escalation: any issue not resolved by these steps, or not listed here, must be | |
| escalated to the Level 2 team rather than guessed at. | |