Novo

Hi Anthony, I'm sorry to hear you're having trouble accessing your account. I want to clarify that we do offer phone support — Novo's phone line is available Monday through Friday, 9 am–6 pm EST, at 1-844-260-6800. To protect our account holders, we do require an ID verification form to be completed before we can proceed with making any account updates. This is the first step in regaining access to your account. Once your identity is verified, we'll be able to move forward with further assistance. I understand this extra step can feel inconvenient, but it's an important safeguard for your account's security. We look forward to resolving this matter for you as quickly as possible.

Hi Kerry, Thank you for sharing this and we hear you. What you have described over the past several months is not the experience we want for any of our customers and we take full responsibility for the frustration this has caused you. We want you to know that your concerns have not gone unnoticed and we have been actively working on your case. We understand you have questions about the funds that disappeared after transferring from your sub-accounts and we want to make sure that is fully addressed. We have reached out to you directly to schedule a phone call so we can walk through your account together in real time and get to the bottom of this as quickly as possible. We believe that is the fastest way to get you the answers and resolution you deserve. Please look out for our outreach and we look forward to connecting with you soon. We are committed to making this right.

Hi Tim, Thank you for taking the time to share such detailed feedback. We can hear how frustrated you are and we want you to know that your experience matters to us deeply. You raised several valid points and we do not want to brush past any of them. Check clearing times and timely notifications when a deposit is unsuccessful are areas we know are important, especially for a business like yours where deposit timing directly impacts your ability to pay subcontractors and get projects started. We are sorry this created delays for you. We also want to address your concern about customer service availability. We do have a customer service line available for you to speak with a live agent. We will be reaching out to you directly through your open support ticket to make sure we connect with you and better accommodate your schedule. We also hear you on the DBA process and understand how frustrating it is to feel like your account is in limbo while waiting for updates. That is not the experience we want for any of our customers. We genuinely appreciate you highlighting what worked, including the Reserves feature, alongside what did not. Feedback like yours helps us understand where we need to improve and we hope you will give us the chance to make this right.

你好 Ryan， 感谢你分享关于交易处理时间的反馈。标准处理时间因发起的转账类型不同而有所差异（如标准ACH、同日ACH或电汇）。为了调查你遇到的具体延迟，我们需要查看你的账户详情。不过，我们目前无法通过你的评论者名称找到你的账户。请通过你的Novo应用仪表板或直接使用与你的业务关联的邮箱发送邮件至 [email protected] 联系我们的支持团队，以便我们提供帮助。

你好，感谢你抽出时间分享反馈。很高兴听到你一直在使用Reserves！我们也感谢你关于Zelle集成的想法，Novo目前不支持Zelle集成，因为Zelle是为个人点对点转账设计的，不适合大额商业交易。Zelle还有发送金额限制和无法撤销付款的问题。基于这些原因，我们决定暂时不集成Zelle。 Novo仍提供快速免费的替代支付方式。这些支付方式灵活、安全且便于追踪。如果你的体验中有任何具体问题需要我们调查，请通过Novo应用仪表板或直接使用与你的业务关联的邮箱发送邮件至 [email protected] 联系我们的支持团队。