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.