Why am I unable to proceed with my account closure?

If you're having trouble closing your account, it's usually because of one of these reasons:

Unresolved ‘Pending Items’

The app will only show you specific pending items that require your attention to proceed with account closure. Each item listed on your screen includes a solution to help you move forward.

Technical Troubleshooting

If the ‘Close Account’ option is missing or the screen isn't loading correctly, please try the following steps:

Update Your Mobile App: Ensure you are using the latest version of the Novo app from the App Store or Google Play.

Clear Cache & Cookies and Re-login: If you are using a mobile browser or the app feels ‘stuck,’ clearing your cache and cookies often resolves display issues. Log out of the app entirely and log back in to refresh your account status.

If the app isn't allowing you to move past the feedback screen, it is likely due to a missing selection. Please double-check that you have checked a main reason and any necessary sub-categories, if visible. If your reason falls under 'Other,' the system requires a brief explanation in the text box before you can finalise the request.

Login Issues: If you are unable to log into your account at all, please reach out to our Support Team at support@novo.co so we can help you regain access to your account.