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FAQ
How do I activate my user account?
Activating/registering your user account is a one-time process that must be completed before logging in for the first time. You can activate your user account in the app or in the web browser. To register, you will need your employee number, your activation code from your HR department and an email address. Please note that the email address cannot be stored more than once (e.g. for family members).
To activate your account, proceed as follows:
- Account activation begins with entering the company server on the welcome page. Your employer has given you the name of the server or you can find it by entering search terms. Then click on the Next button.
- In the login options, click Register.
Note: You will select Sign Up later, when your account is already activated. - Then enter your employee number and activation code. Click Next.
- On the following screen enter your personal information such as your email address or password and select your preferred settings (two-factor authentication, email notifications, etc.). Then click Register.
Note: E-mail addresses are validated for security reasons. A verification code is sent to your stored email address, which you must enter in the pop-up window. If you do not receive a verification code the email address is invalid or not your own. Close the pop-up window, correct the email address and repeat your entries. - In the next step the company-specific configuration is loaded. After that the activation is complete.
Why do I need the server? What do I do if I don’t know it?
Account activation begins with entering the company server on the welcome page. The server is required to set up the company-specific configuration. Your employer has given you the name of the server. Alternatively, you can find it by entering search terms. Or just ask your colleagues.
How do I get my login details?
You received a letter from your HR department with your personal activation code. Please note: This is usually only valid for a certain period of time.
What should I do if my login details are missing, expired or lost?
Please contact your HR department. They will send you a new activation code.
Attention: New login details are only necessary if
- you want to register for the first time in the web browser or in the app or
- your account is secured with 2-factor authentication via email, but you can no longer access your personal email inbox.
How do I log in?
You log in by entering
- your employee number or email address and
- your password.
For 2-factor authentication additionally by entering
- your 2FA code, which was sent to you by email or SMS, or which you generated yourself using the Authenticator app.
Note: The 2FA code is only valid for a few minutes. However, you can have the code sent to you again by email or SMS if the code has become invalid, the email/SMS did not arrive, or was accidentally deleted. To do this, please click on the link Resend code by email/SMS.
Why can’t I log in?
You probably entered your employee number or password incorrectly.
Attention: If you enter your password 3 times incorrectly, your account will be blocked for security reasons. The block will be automatically lifted after a certain period of time (usually 30 minutes). You can then log in again.
If you don’t know your password, click on Forgot password to set a new password after the block is lifted.
My account is blocked. What can I do?
Your account has been blocked for security reasons because you entered your password incorrectly 3 times. The block will be automatically lifted after a certain period of time (usually after 30 minutes). You can then try again.
If you no longer know your password, click on Forgot password to set a new password after the block is lifted.
I have left the company. Can I still register?
After you leave, there is a grace period during which you can continue to access your documents. The grace period is usually 3 months, but may vary depending on your company. After that, your access will be blocked. The pinboard will be blocked immediately.
Note: Use the grace period to download your documents. Once your access is deactivated, this will no longer be possible.
I forgot my password. What do I do?
If you have forgotten your password, you can use the Forgot password function. You will receive an email with a link to reset your password. If you click on the link, you can set a new password.
Note: Password security increases with the length of the password and the use of special characters.
How can I change my current password?
You can change your password in the app settings. To do this, click on the burger menu at the top left and then on the Change password function. Enter your old and new password and then repeat the new password to confirm it.
Alternatively, you can use the forgot password process.
In the web browser you can change your password via the menu item My Profile > Change password. You can alternatively use Forgot password here too.
Note: Password security increases with the length of the password and the use of special characters.
How can I add a new email address?
Your current email address is stored in your user profile. You can access your profile via the burger menu at the top left. Overwrite the email address stored in your profile and then confirm the change with your password.
Alternatively, you can enter your new email address in your user profile in the web browser.
Attention: Email addresses are validated for security reasons. For this purpose, a verification code is sent to the stored email address. Please enter this verification code in your profile. This process ensures that the email address you entered actually belongs to you.
If you don’t receive a verification code, the email address is invalid or not your own. Please correct the email address and repeat your entries.
I clicked on "Forgot password" but didn’t receive an email.
First check whether the email has landed in your spam folder.
If not, you may have locked yourself out for a certain period of time (usually 30 minutes) because you entered your password incorrectly 3 times. During this time, the „Forgot password„process will not work, i.e. you will not receive an email with the link to reset your password. Please try again after 30 minutes.
How does 2-Factor authentication work?
2-Factor authentication is a voluntary security setting that increases protection against unauthorized access by adding a second security feature. When you log in, you will be asked for your personal password and a 2FA code for identification purposes. This code will be sent to you by email or SMS, or you can generate it yourself using an Authenticator app. Please note: The 2FA code is only valid for a few minutes.
Note: You can activate 2-factor authentication directly when registering or change it in your profile at any time. With 2FA via email the code is sent to the stored email address. To use 2FA via SMS you must additionally enter your mobile number.
I have a new cell phone. What should I do?
If you have a new phone, you don’t need new login details because your account is already activated.
Please proceed as follows:
- Download the NOVIPLAN app from the store
- Enter server or search term and click Next
- Click the Log in button
- To log in, enter your access data (employee number/email address and password)
I deleted the NOVIPLAN app. What should I do?
If you have accidentally deleted the NOVIPLAN app, please proceed as follows:
- Download the NOVIPLAN app from the store
- Enter server or search term and click Next
- Click the Log in button
- To log in enter your access data (employee number/email address and password)
Note: You don’t need new login details because your account is already activated.
Why do I no longer receive notifications (e.g. about new documents)?
Is your mailbox full?
Providers like Yahoo.de or Web.de have limited storage space.
How secure is my data?
As a German company we are subject to the Federal Data Protection Act and the European General Data Protection Regulation (GDPR). Our employees are contractually obliged to maintain confidentiality.
The provision of sensitive personal documents in the portal or the app is carried out under the highest technical security standards. All documents are not only transmitted using SSL encryption, but are also encrypted and stored in an audit-proof manner. As an additional level of security against unauthorized access 2-factor authentication can be activated in the user profile.
You can find further information in our privacy policy.
Where are the servers on which my data is stored?
Your data is safe with us. It is stored on German servers in Baden-Baden and Berlin.
No answer found?
Send us a quick support request! We always try to get back to you with a solution as soon as possible.
