I can't log into my Novalya account, what should I do?

I can't log into my Novalya account, what should I do?


Reading time: 3 min


Quick summary


Most login issues are solved by resetting your password from app.novalya.com, using the email address you used at purchase. This also works if you have never set a password: some purchase paths don't ask for one at checkout, and the reset link then lets you create one for the first time.



Resetting a forgotten password


Steps to follow


  1. Go to app.novalya.com
  2. Click "Forgot password"
  3. Enter the email address of your Novalya account (the one used at purchase)
  4. Open the email you receive and follow the link to set a new password


Make sure to use your account's email address, not a different personal address: it's the one that identifies your subscription.


You don't receive the email


  • Check your spam / junk folder
  • Wait a few minutes: delivery isn't always instant
  • Make sure you're using your Novalya account's email address, not another mailbox you use day to day


If nothing arrives after these checks, contact support (details at the bottom of this page) with the email address you believe is linked to your account.



You've never had a password


A common case after buying through a sales page


If you subscribed to Novalya through an offer, a sales page, or a webinar rather than signing up directly on the website, no password may have been requested at the time of purchase. In that case, your account exists, but you've never set a password to log into it.


The fix is the same: reset your password


The "Forgot password" process above also works to create your first password: use the email address provided at the time of purchase, which may not be the address you use most often day to day.


If you've used several email addresses in your exchanges with Novalya, try the one on your purchase confirmation or invoice first.



The password works but login still fails


A few quick checks


  • Check there's no extra space before or after the password auto-filled by your browser
  • Try in a private/incognito browser window, to rule out an extension or cache issue
  • Make sure you're on app.novalya.com and not another page


If the issue persists after these checks, contact support: include your account's email address and, if possible, a screenshot of the error message shown.



FAQ


I bought through a sales page and never received a password, is that normal?


Yes, this can happen depending on the purchase path. The "Forgot password" process is used in this case to create your first password.


Which email address should I use?


The one used when you purchased your Novalya subscription, even if it isn't your main everyday email address.


I'm not receiving any reset email, what should I do?


Check your spam folder, wait a few minutes, then contact support if nothing arrives.


Can I change my login email address?


That's a different request, to handle directly with support (details below).



Need help?


If you still can't log in after these checks, write to us at support@novalya.com: include your account's email address and, if you can, a screenshot of what you see on screen. That's what lets us answer correctly the first time, without extra back-and-forth.


Once you're back in, you can also open a ticket directly from your Novalya workspace for future requests: your account is automatically identified there.

Updated on: 25/08/2026

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