Safe checks to make first
- Confirm that the address is the Nova sign-in page provided by your organization.
- Enter the correct username or email without extra spaces and use the current saved password.
- Check Caps Lock and the active keyboard language before retrying.
- Set device date and time to automatic if authenticator codes fail.
- Use the forgot-password path if the password is unknown rather than repeated guessing.
Common problems
- Authenticator code is rejected
- Wait for a new code, enter it before it changes, and confirm that device time is automatic and the correct Nova account entry is selected.
- Recovery method is unavailable
- Only methods approved and present for the account are shown. Use another offered method or contact the account administrator.
- Account remains unavailable
- The account may need administrator review, may not belong to the requested workspace, or may be affected by an identity service problem.
- Page does not load
- Check the approved address and known service communications, then try an approved network and current browser before reporting the incident.
What to include when you need help
Provide your organization, username or business email, the approved Nova address, the time and time zone, the step that failed, the exact visible message, and whether other users are affected. You may include a screenshot only after removing customer evidence and secrets. Never send your password, authenticator code, QR code, manual setup key, recovery code, or password reset message.