How can we help?
Get answers to your questions about Novala. The fastest way to help is Vela (the green V in the bottom right corner). For personalized support, email us directly. For deeper learning, check our guides and tutorials.
Chat with Vela
Vela is your Novala assistant, available on every page. Look for the green V button in the bottom right corner. Click it to open a chat and ask questions about Novala, pricing, features, or how to get started.
Vela can answer common questions instantly, help you find the right feature for your needs, walk you through the pricing plans, and connect you with a human when you need one. It works 24/7 and never gets tired.
Once you have signed up for Novala, Vela can also answer questions using your actual business data (things like how much your next payroll will cost, or which invoices are overdue).
Email support
For account-specific questions, technical issues, or anything that requires a human, email support@getnovala.com. Our team is based worldwide and responds within one business day, usually within a few hours during the day.
When emailing support, please include: your account email (so we can find your account), a clear description of what you are trying to do, what actually happened, any error messages you saw, and screenshots or a screen recording if applicable. The more context you give us upfront, the faster we can help.
For time-sensitive issues like payroll not processing or urgent billing questions, put URGENT in the subject line.
Getting started with Novala
Just signed up? Here is what to do first. Complete your business profile (name, address, tax numbers). Add your first employees or contractors. Connect your bank account for direct deposit. Run a test payroll to make sure everything is calculated correctly. Set up your accounting chart of accounts (we can suggest one based on your industry).
Detailed step-by-step onboarding guides are coming soon. In the meantime, our support team offers free onboarding help. Email support@getnovala.com and mention you would like onboarding assistance.
Popular topics
Some things customers ask about most often: setting up automatic tax authorities remittances, generating year-end T4 and T4A slips, importing data from QuickBooks or Wave, setting up multi-province payroll, creating custom reports, connecting your bank for automatic transaction imports.
All of these are supported in Novala. If you need help with any of them, email support and we will point you to the right feature or walk you through it.
System status
Novala aims for 99.9% uptime. Our infrastructure runs on AWS Canada with multiple redundancies to keep the platform available even if individual components fail.
A public status page with real-time information and incident reports is coming soon. Until then, if you are experiencing issues, first check whether it might be your internet connection or browser. If Novala itself is down, we will typically send an email notification to affected accounts and post updates on our status page.
Feature requests and feedback
We build Novala based on what our customers actually need. If there is a feature you wish existed, tell us. Email feedback@getnovala.com with your idea, why it matters, and how it would help your business.
We read every feature request and prioritize based on customer impact. Some requests become features within weeks, others take longer, and some do not fit our vision, but every one is considered.