Nova When the person who set up Nova Payments leaves
Hand Nova Payments to someone else when the person who completed verification leaves, and keep sign-in codes and bank deposit notices reaching the right people.
In the sidebar, open Settings, then choose Nova Payments under Sales & Billing. The page address is /settings/org/billing/payments. The pieces you change are on its Business details and Bank account tabs (?tab=business and ?tab=bank), and under Notification Settings (/settings/org/notifications) for deposit notices.
The payment account belongs to your company, not to the person who set it up. Two things were tied to that person when they finished Verification: the email and mobile number they typed into the secure form, and their place as the company's representative. The card processor sends its own notices to that email and can text a code to that phone before anyone makes changes in the secure form. Until those are moved, only the person who left can get past that step.
Before you start
- Your role needs permission to manage Nova Payments and to manage bank deposits. An owner or admin usually has both.
- Have the new person's full name, date of birth, home address and work email ready. The secure form asks for them, and the card processor may check their identity again.
Steps
- Contact Nova support and ask for the Nova Payments contact to be transferred to the new person. Give their name and work email. Nova support moves the email the card processor writes to; you cannot change it on the page yourself.
- When Nova support confirms the transfer, open the Business details tab and press Update business details under Your business. In the side panel, replace the representative with the new person and save. The panel closes and the page refreshes.
- If the bank account on file was the leaver's own, open the Bank account tab, press Change bank account and enter the company's account.
- On the Bank account tab, press Who gets told about deposits (or open Settings, then Notification Settings under Communications) to reach Who gets told about bank deposits. If the leaver was the only name, deposit notices have stopped. Under Add a team member, open Choose a person, pick someone and press Add. They start with Email ticked; tick Text in their row as well if they want texts. See Choose who gets told about bank deposits.
- Review roles. Give the new person's role the permissions to manage Nova Payments and bank deposits, and take the leaver's access away. See Change or remove a team member's access.
What you see
- While the card processor checks the new representative, Open items can show Information is being reviewed, or Nova Payments still needs some information when it wants more. Customers can usually still pay; deposits may wait until the check clears, and the bar at the top then reads Needs attention with "Customers can pay, but deposits to your bank are on hold." Press Send the missing info on the item, or Finish verification on the Business details tab, if the page lists something to finish.
- Bank deposit failed always reaches everyone whose role can manage bank deposits (owners and admins, unless their roles were changed), whether or not they are on the deposit list. The other deposit notices reach only the people on the list.
- The emails Nova sends about verification, disputes and failed refunds go to the people whose role can manage both Nova Payments and bank deposits, so they keep arriving once the new person has those permissions.
If something looks different
- The secure form asks for a code sent to a phone nobody has: that phone belongs to the person who left. Ask Nova support for the transfer (step 1); there is no way around it on the page.
- Update business details is missing: your role needs permission to manage both Nova Payments and bank deposits. It is greyed out when the connection is archived and kept for history only. Pausing or closing Nova Payments does not lock it. See Pause, resume or close Nova Payments.
- Nobody has had a deposit notice for a while but the money is arriving: the list under Who gets told about bank deposits is empty. Nova also tells the people who manage Nova Payments, in the app, with a notice titled Nobody receives deposit notices. Add someone (step 4).
- The leaver kept personal cards or bank details on the account: ask Nova support to confirm what the card processor still holds. Nova itself never stores bank numbers or identity documents.