FAQ & troubleshooting

I did not receive the verification / reset email. Check spam first. The operator can confirm email is configured (SMTP_* or a provider key in .env) and look at journalctl -u novuhub for the send attempt. From Settings → Security you can resend the verification email.

"Too many attempts" on the login page. Sign-in is throttled after repeated failures (NOVUHUB_LOGIN_MAX_ATTEMPTS within NOVUHUB_LOGIN_WINDOW_SEC). Wait for the window to pass or reset your password.

I lost my authenticator. Use one of the backup codes shown when you enabled two-factor. If those are gone too, an administrator can ask the operator to clear 2FA for the account.

SSO says "state mismatch". The sign-in took longer than 10 minutes or cookies were blocked. Start again from the login page. If it persists, the operator should check that APP_BASE_URL matches the redirect URI registered at the identity provider.

Data

Someone else's change overwrote mine. It cannot: every save carries the version it was based on; when two people edit at the same time, the second save is merged with the first (field by field) instead of replacing it, and both people see the result live.

Where are attachments stored? On your own server disk or the bucket the operator configured — never on a third-party service.

Can I export everything? Yes: Settings → Data → Export (JSON), and every list has CSV export; finance and HR have Excel/PDF exports.

Interface

The page shows "Loading…" for a section. Larger sections (finance, HR, portfolios, CRM, messages, calendar, people, mind maps, docs, learning, settings, analysis) load on first use. If it does not finish within a few seconds, the network blocked the chunk — reload the page; the Help & feedback button reports the problem with the technical context attached.

Numbers or dates look wrong for my country. Pick your language and time zone under Settings → General; formats follow them. The Sustainability section keeps its regulatory (English) terminology.

A section is missing from the sidebar. Either the module is switched off (Settings → General → Modules) or you do not have access to it — ask your team leader or an administrator; a leader's grant becomes an access request that an administrator approves under Settings → Access.

Operations

How do I move to a new server or domain? Keep SECRET_KEY, restore the database dump, re-point DATABASE_URL and the bucket, set the new APP_BASE_URL. ops/MIGRATION.md has the exact steps.

What do I check after an upgrade? /readyz returns 200 with the new version, /status is green, the changelog's environment switches are set, and journalctl -u novuhub-worker shows the engine running.

How do I report a security issue? Use the contact in /.well-known/security.txt.

Getting help

Use the ? button in the app to send a question, a bug report or an idea — it opens a ticket in Customer Service with the page and browser details attached, and your support team answers there.