🔐 Account Recovery (Get Back Into Your NOVA Account)

If you can’t log in to your old NOVA account, don’t panic — we might be able to help you recover it. The key thing is: we need to confirm the account is really yours before we can restore access.

What we use to verify it’s your account

• Device information
  • The device you’re contacting us from should match the device the account was created/used on.
  • Heads up: If your device was factory reset, the device info resets too — which can make recovery harder.
• Email address
  • The email you contact us from should match the email registered to the account.
• Account questions
  • We may ask a few quick questions. As long as your answers match the account info, we can move forward.

✅ To start recovery, please contact us using the inquiry form: https://support.novaverse.me/hc/en-us/requests/new 

🧾 How to find the “My Code” for the account you want to restore

If you can’t access your account, you can still look up your My Code by searching for the account in-app.

1. Delete NOVA from your device
2. Reinstall NOVA
3. Open the app, tap [Tap to Start], and complete the tutorial to enter the app
4. Go to: Contacts → Friends → Find Friends → Name
5. Search for the nickname of the account you want to recover
6. You’ll see accounts with that same name — select yours and check the My Code

✨ Once you have the My Code, include it in your inquiry form message — it helps us find the right account faster.