Have a question about Novi Pay? Here is a list of frequently asked questions by other customers! Don't see your question here? Let us know!
Getting Started
How do I sign up?
The first step is to complete the Novi Pay application directly in Association Settings. Click here for complete instructions.
Do you have a webpage with information that I can share with other stakeholders?
Yes! noviams.com/novi-pay
Payment & Fee Details
Who do I contact when I have a question about a payment processed through Novi Pay?
With Novi Pay, you receive direct support from the Novi AMS customer experience team. This means prompt assistance from people you know plus regular updates and feature enhancements, keeping your payment system current and efficient. You can contact Novi support through Intercom (the "blue bubble") or by emailing help@noviams.com.
Are there charges for refunds?
There are no refund charges unless your Available Balance is not enough to cover the refund after the Refund Delay period.
How does the deposit process work?
Deposits are made daily. There is a two-day payout after the initial 7-day verification. Automated deposits are created in QuickBooks Online, including item-level details and fee allocation. Learn more about the Payment Life Cycle with Novi Pay.
Does Novi Pay support international credit cards better than QuickBooks Payments?
Yes! Novi Pay will be able to better support international credit cards.
Will Novi Pay support external card readers or tap to pay?
Novi Pay does not support external card readers or tap to pay, at this time. The process for receiving in-person payments will be the same as your current workflow. Payments can be manually keyed into the back end of Novi or you can create an invoice to receive payment at a later date.
Reporting
Will Novi Pay have a payment portal like QuickBooks Payments?
While there is a portal, you'll also have most details available directly in Novi AMS!
Will there be a report showing all transaction details in a deposit?
Yes, you can click "View" next to any payout to see a detailed breakdown of the transactions and fees, which can also be exported.
Roll Out & Migration
How does Novi Pay handle existing stored payment information?
We've designed Novi Pay to run concurrently with your legacy payment processor, allowing a gradual transition without any disruption to your members or your incoming revenue.
Previously stored payment methods will continue to be offered to users and will run through the legacy processor they were stored with. New/updated payment methods will be stored in Novi Pay and removed from your legacy processor.
How can we move members on legacy processors to Novi Pay?
When a member updates or re-saves their stored payment method, future transactions will be processed through Novi Pay. You can prompt members in the member compass to update their stored payment method to expedite this. Learn more about notifications to update payment methods.
Can we get a report of members with saved payment information?
We are working on figuring out how to provide this information. To maintain PCI compliance, we don't store any payment information on our side. Knowing this information would be very informative and actionable, we're doing our best brainstorming to solve this puzzle.
Is there any downtime or do we need to disable payments during the switch?
There is no downtime and no need to disable payments during roll out. Novi Pay is designed to allow concurrent operation with your legacy processor, ensuring no interruption in transactions. After approval and settings configuration, rolling out Novi Pay will be as simple as the Novi team turning it on for you.
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