When a user reaches out because they can't log in or reset their password, it can be hard to know where to start. This troubleshooting guide walks you through the most common password issues and gives you clear, step-by-step instructions for resolving each one, so you can get your user back into their account quickly.
⚠️ Warning: Users should never share their password with anyone including staff or admins. If a user has shared their password with you, please ask them to reset it as soon as possible.
Initial Checks
Before diving into a specific issue, run through these quick checks first. They can solve the majority of login issues.
Confirm the user has a record in Novi and a user account: Search for the user by name or email address in the member list and confirm the user has a record and a user account in Novi. Records that have a user account will display a person icon with a computer in the Type column. If they do not have a record in Novi or a user account, the user or an admin will need to create the user account.
Verify the user account email address: Navigate to the Settings tab on their record and confirm that the user account email matches the one they are attempting to log in with. If the emails do not match, confirm with the user which email to use and update the field as needed.
Check for duplicate accounts: Make sure the user's email address is tied to a single user account. If the same email appears on multiple accounts, that can cause unexpected behavior.
Confirm whether it's a password issue or an MFA issue: A user who is receiving the reset email but still can't log in may actually be stuck on the Multi-Factor Authentication (MFA) step. Make sure you're troubleshooting the right problem before moving forward by confirming if they are experiencing an issue with entering an MFA code.
Common Issues & How to Fix Them
Below is a list of common issues users may encounter when attempting to log in to their user account, why the issue may have occurred, and what you and the user can do to fix it
Issue 1: " I'm receiving an invalid login attempt error."
Issue 1: " I'm receiving an invalid login attempt error."
How to identify it: The user enters their email address to log in and receives an "Invalid login attempt" error.
Why it happens: The password entered does not match the one on file for this user account.
What to do:
Ask the user to attempt to re-enter their password – use the password visibility icon to ensure the password is free of typos.
If they continue to have issues, ask them to select Reset Password to request a reset.
Issue 2: "I never received my password reset email."
Issue 2: "I never received my password reset email."
How to identify it: The user says they requested a password reset but never received an email.
Why it happens: The email may have been caught by a spam filter, blocked by their email provider, or the email address on file in Novi may not match what they're using.
What to do:
Ask the user to check their spam or junk folder first. Password reset emails are transactional and can occasionally end up there.
Confirm the email address on the user account of the record matches the one they're checking.
In Novi, pull up the Transactional Email Log to see if the reset email was sent and whether it shows any delivery errors or bounces.
If the email shows as bounced or failed, the address on file may be invalid or deactivated. Update it and have the user try again.
If the email shows as delivered, the issue is likely on the user's end (spam filters, email rules, etc.).
If the email was delivered but the user still can't find it, ask them to check any email filters or rules they may have set up that could be routing emails to a different inbox automatically.
If no emails from your organization are getting through at all, the user may need to whitelist your sending domain. Ask them to add your organization's email domain to their safe sender's list.
As an alternative, you can send the user a direct password reset link from within Novi, bypassing the email step entirely.
Learn More about Resolving Novi's Email Deliverability Issues → A Member is Not Receiving Novi Emails From My Site. What Should I Do?
Issue 3: "It's telling me I have to create a new account"
Issue 3: "It's telling me I have to create a new account"
How to identify it: The user attempts to log in with their email address and receives an error stating that their account hasn't been set up yet.
Why it happens: The email address the user is using to log in may not match the one associated with their Novi user account.
What to do:
Log in to Novi and review the user account email address under the Settings tab of the user record.
Confirm that the email address that the user is using matches the user account email address. (You don't need to share the full address if privacy is a concern - you can confirm partial details, e.g., "It looks like we have a Gmail address on file for you.")
If the email on file is outdated or incorrect, update it in Novi, then ask the user to request a password reset.
If the same user account email is associated with more than one account, contact Novi Support.
Issue 4: "I got the reset email, but my new password keeps getting rejected."
Issue 4: "I got the reset email, but my new password keeps getting rejected."
How to identify it: The user received the reset email, clicked the link, and is now on the password reset page – but they keep getting an error when they try to save their new password.
Why it happens: Novi enforces a strong password policy to keep accounts secure. Passwords must meet the following requirements before the account will accept the new password.
What to do:
Let the user know Novi's password requirements include a minimum character length, uppercase and lowercase letters, numbers, and special characters.
Remind the user that they must enter their password twice – both entries must match exactly.
If they continue to have trouble, suggest they try a different browser or clear their browser's cache, then attempt the reset again.
📌 Important Note: The only special character that is NOT accepted is the less-than symbol ( < ). All other common special characters are fine.
Issue 5: "The reset link isn't working. The link is expired"
Issue 5: "The reset link isn't working. The link is expired"
How to identify it: The user clicks the link in their reset email and receives a message stating the link is expired or invalid.
Why it happens: Password reset links are single-use and expire after a set period of time for security reasons. If the user waited too long to use the link, or if they clicked it more than once, it will no longer work.
What to do:
Let the user know the link can only be used once and within a limited time window.
Ask them to navigate to the login page, enter their email address, and select "Reset Password" to request a fresh reset email. As an admin, you can also send a user a password reset email.
Advise them to open and use the new link promptly.
If they requested multiple reset emails, only the most recent link will work. All previous links are automatically invalidated.
📌 Important Note: Password reset links expire after 7 days
Issue 6: "I reset my password, but it's still not letting me log in"
Issue 6: "I reset my password, but it's still not letting me log in"
How to identify it: The user completes the reset process without errors, but their new password isn't working — or they get an error that the password has already been used.
Why it happens: Novi does not allow users to reuse their current or recently used passwords. If a user tries to "reset" their password to the same one they already have, it will be rejected.
What to do:
Ask the user to choose a completely new password they haven't used on this account previously.
Remind them of the password requirements (see Issue 4 above).
If they're confident the password is new and it's still not working, have them try in a different browser or an incognito/private window to rule out any browser caching issues.
Best Practices to Share With Users
Sharing these tips proactively can help users avoid issues with logging into Novi:
Save your login credentials in a secure location (a password manager is a great option).
Use a strong, unique password — include uppercase and lowercase letters, numbers, and symbols. Avoid the < character.
Don't reuse old passwords. Novi will not accept a previously used password.
Keep your email address up to date in your Member Compass. If your email changes, update it in Novi before you lose access to the old inbox.
Act on reset emails quickly – password reset links expire after 7 days.
Never share passwords with anyone. If a user shares their password with you, ask them to reset it as soon as possible.
Still Stuck? Reach Out to the Novi Team
If your user's issue doesn't quite match any of the scenarios above, don't worry because we're here to help! Send the Novi Team a message with the user's name and email address, and we'll take a closer look to get things sorted out.