11. Troubleshooting (FAQ)

This section groups the most frequently encountered problems on NoviaMind, organized by topic, with the recommended solution for each.

Login & Account

❓ I forgot my password. How do I reset it?

From the login page, click on "Forgot password" and enter your email address. You will receive a reset link valid for 1 hour. Also check your spam folder if the message is not in your inbox.

❓ After logging in, the page stays blank or shows an infinite loading screen.

This happens when the user context loading fails (invalid JWT token or expired session).

Solution:

1. Perform a hard refresh (Ctrl+Shift+R on Windows/Linux, Cmd+Shift+R on Mac)
2. If the problem persists, log out and log back in
3. As a last resort, clear the site data in your browser settings and log back in

❓ My session automatically logs out after a few hours.

The JWT token has a limited lifespan. The session is automatically refreshed in the background; if your internet connection was temporarily lost during the refresh, the session may expire. Simply log back in.

❓ I'm not receiving the invitation email to join a team.

1. Check your spam or junk mail folder
2. Ask the team's administrator to resend the invitation from Settings → Team → Members
3. Make sure the email address used for the invitation matches your NoviaMind address

Voice Agents

❓ My agent creation fails or gets stuck indefinitely.

The creation process goes through several steps (configuration, prompt generation, voice deployment, finalization). A failure can occur if the internet connection is unstable or if a third-party service is temporarily unavailable.

Solution: Wait 30 seconds and retry the creation. If the error persists, contact support including the agent name and the time of the attempt.

❓ My agent is created but doesn't answer inbound calls.

Check the following points in order:

❓ No phone number is available to assign to my agent.

All available numbers are already assigned to other agents. To free up a number, unassign it from the agent currently using it (Edit agent → Phone number → Unassign). To get an additional number, contact support.

❓ My agent responds but doesn't understand specific real estate questions.

Reconfigure the agent prompt: in the edit form, provide more precise information about the types of properties managed, the target client profile, and information specific to your agency. The more precise the context, the more relevant the language model will be.

❓ The agent speaks in the wrong language.

The agent's language is set during creation. To change the language, edit the agent and select the new language. Note: if contacts call in a different language and the multilingual agent is enabled, it switches automatically.

Quota & Subscription

❓ My agents are no longer taking calls. Why?

Your current month's minute quota is 100% exhausted. All inbound calls are automatically rejected until the next billing cycle or until a plan change.

Solutions:

• Upgrade to a higher plan from Settings → Subscription → Change plan
• Wait for the start of the next monthly cycle (date shown in the Subscription section)

The quota does not carry over from month to month.

❓ I received an 80% usage alert. Should I be worried?

No, it's a normal preventive alert. At the 80% threshold, you receive a first notification email to anticipate a potential overage. A second email is sent at 100% when calls are blocked. You can manage these preferences in Settings → Notifications.

❓ I updated my subscription but the change is not visible in NoviaMind.

Plan updates go through Stripe and may take 2 to 5 minutes to propagate. Refresh the page after a few minutes. If the problem persists after 15 minutes, contact support with the Stripe transaction ID (visible in your confirmation email).

❓ I want to cancel my subscription. How do I do it?

Access the Stripe Portal from Settings → Subscription → Manage my subscription. You can cancel your plan there; access remains active until the end of the current paid period.

Calendar & Appointments

❓ My Google/Outlook calendar is no longer syncing.

The calendar's OAuth token has probably expired. Reconnect your calendar:

1. Go to Settings → Calendar
2. Disconnect the currently linked calendar
3. Reconnect it by following the OAuth flow

❓ Availability slots don't show up on the booking link.

Check that:

1. Availability hours are configured (business days, start/end times) in Calendar → Availability
2. At least one active day is selected (default: Monday-Friday)
3. The slot duration is properly defined (default: 30 minutes)

❓ A client was able to book two overlapping appointments.

Free/busy synchronization with external calendars (CalDAV, Google, Outlook) is not instantaneous. There may be a delay of a few seconds to a few minutes between a booking and its appearance in the external calendar.

Prevention: Enable bidirectional synchronization and make sure all your external appointments are properly recorded in your linked calendar.

❓ Reminder SMS are not being sent to clients.

Check that:

1. An SMS number is assigned to the agent linked to this booking link
2. The SMS template configured for appointment reminders exists and is active (Settings → SMS Templates)
3. The client's number is in international format (e.g., +33612345678)

CRM Integrations

❓ HubSpot connection fails during testing.

The most common causes:

• Incorrect API key: use a Private App Token from HubSpot (not a legacy API key)
• Insufficient scopes: your Private App must have crm.objects.contacts.read and crm.objects.contacts.write permissions
• Expired token: generate a new token in your HubSpot portal (Settings → Integrations → Private Apps)

❓ Netty connection shows an authentication error.

Netty requires two fields:

• apiKey: your Netty API key
• agencyId: your agency's unique identifier in Netty

Verify that the agencyId is the numeric identifier (not the agency name). You'll find it in your Netty administration dashboard.

❓ Synchronization has been in "Error" status for several hours.

1. Test the connection from Integrations → Test connection
2. If the test fails, verify your API keys (they may have been revoked)
3. If the test succeeds, trigger a manual synchronization (Integrations → Sync now)
4. If the error persists after a successful manual sync, contact support

❓ My contacts aren't syncing despite an active integration.

Check the configured synchronization method:

• MANUAL: you must trigger the sync manually
• SCHEDULED: the sync runs on a schedule (check the next execution date)
• REALTIME: the sync is triggered automatically on each event — if it's not working, check the inbound webhook

Team & Members

❓ I don't see the "Invite a member" button in Settings → Team.

This button is reserved for administrators. If you have the Standard or Viewer role, you don't have access to member management. Contact your team's administrator.

❓ I can't change a member's role or remove them.

Two possible cases:

1. You're not an Admin: only admins can change roles
2. It's the last administrator: NoviaMind blocks the deletion or demotion of the last admin to prevent the team from being left without a manager. First appoint another member as Admin, then change the current admin's role.

❓ I can't change my own role.

For security reasons, an administrator cannot change their own role. Ask another administrator on the team to do it.

❓ After leaving a team, I don't see anything in the interface.

If you only belonged to one team, NoviaMind automatically creates a personal team for you. Check the team selector at the top of the interface to locate your new team.

General Issues

❓ A feature visible in the documentation doesn't appear in my interface.

Your role in the team may restrict access to certain features:

• Viewers don't see editing buttons or the Integrations, Billing, and Team sections
• Standard users don't have access to the Integrations, Billing, and Team Settings sections

If you think you need additional access, ask an administrator to change your role.

❓ The page loads slowly or shows a 500 error.

1. Check your internet connection
2. Clear the browser cache (Ctrl+Shift+R)
3. If the error comes from the API (error displayed in a red toast), note the exact error message and contact support
4. Check the NoviaMind status page to see if maintenance is in progress

❓ How do I contact support?

Send an email to [email protected] including:

• Your account email address
• Your team name
• A precise description of the problem
• A screenshot if possible
• The time and date the problem occurred