Frequently Asked Questions

This page answers common questions about using Nova. For more detailed information, refer to the relevant section of the documentation.

Account

How do I create a Nova account?

Select Sign Up from the Nova login page and follow the registration process. You may be asked to verify your email address and complete identity verification depending on the services you intend to use.

Do I need to verify my identity?

Some Nova services require identity verification to comply with applicable regulations. If verification is required, you will be guided through the process within your account.

Can I have more than one account?

Each individual should maintain a single personal Nova account unless otherwise permitted by your organization or service provider.

I forgot my password. What should I do?

Select Forgot Password on the sign in page and follow the instructions to reset your password.

Wallets & Payments

How do I send money?

Open the Payments section, select the recipient, enter the amount, review the transaction details, and confirm the payment.

How long do payments take?

Processing times depend on the payment method and destination. Some payments are completed immediately, while others may require additional processing time.

Can I cancel a payment?

Payments can only be cancelled if they have not yet been processed. Once a payment has been completed, it generally cannot be reversed.

Where can I view my transaction history?

All completed and pending transactions are available in the Transaction History section of your account.

Banking

Can I receive bank transfers?

If your account includes banking services, you can receive transfers using your assigned bank account details.

Which currencies are supported?

Supported currencies vary depending on your account and the banking services available to you.

Cards

How do I freeze my card?

Open the Cards section, select your card, and choose the option to temporarily freeze it.

What should I do if my card is lost or stolen?

Immediately freeze your card from the Nova app. If necessary, report the card as lost or stolen and request a replacement.

Can I use my virtual card for online purchases?

Yes. Virtual cards can generally be used anywhere supported card payments are accepted online.

Cryptocurrency

Which cryptocurrencies are supported?

The cryptocurrencies available to you are displayed in the Cryptocurrency section of your account.

How do I receive cryptocurrency?

Select Deposit, choose the cryptocurrency, copy your wallet address, and use that address to receive funds from another wallet or exchange.

How do I send cryptocurrency?

Select Withdraw, choose the cryptocurrency, enter the recipient’s wallet address, review the transaction, and confirm the transfer.

What happens if I send cryptocurrency using the wrong network?

Transactions sent using an unsupported or incorrect blockchain network may not be recoverable. Always verify the network before confirming a transfer.

Rewards

How do I earn rewards?

Rewards are earned by completing eligible activities defined by your organization’s reward program.

Why haven’t I received my reward yet?

Some rewards require verification or additional processing before they become available in your Reward Wallet.

Do rewards expire?

Some reward programs include expiration dates. If applicable, expiration details are displayed within your Reward Wallet.

Security

How can I keep my account secure?

To help protect your account:

Use a strong, unique password.
Enable two factor authentication if available.
Never share your login credentials.
Verify transaction details before confirming payments.
Report suspicious activity immediately.