What should I do if I can’t complete my Nova credit check?

If you’re unable to complete your Nova credit check, don’t worry — this can happen for a few different reasons. Here’s a breakdown of the most common issues and how to resolve them:

1. Personal Information Didn’t Match or Identity Couldn’t Be Verified

Nova may not be able to retrieve your credit report if your identity couldn’t be confirmed during the security process. This can happen if:

• • The personal information you entered (like your name, date of birth, or address) doesn’t match your local credit bureau’s records.
    
  • You answered identity verification questions incorrectly.
    
  • There’s a mismatch with your prior financial history.
    

What you can do:

• • It helps to check your home country's credit report yourself so you know what information it contains.
    
  • Make sure the details you enter in Nova — including your full name, date of birth, address, and financial history — exactly match what your local credit bureau has on file.
    
  • If you find any mistakes on your credit report, you can contact your local credit bureau to request corrections. Please note that updates may take some time to appear in the system.
    

After reviewing your information and the credit report from your local bureau, please contact your Relationship Manager before trying the Nova credit check again. They will guide you through the next steps.

2. Too Many Attempts – Access Temporarily Blocked

If there were several failed attempts, your local credit bureau may temporarily block access to your credit report.

What you can do:

• • Contact your local credit bureau to request the removal of the block.
    👉 See which bureau applies to your country
  • Once the block is cleared, contact your Relationship Manager for the next steps.

3. Temporary Technical Issue

Sometimes, Nova may not be able to connect to your local credit bureau due to a temporary system problem.

What you can do:

• • Please wait 24 hours before you try again.
    
  • For a new link to access your credit report via Nova, please contact your Relationship Manager.

4. Wrong Country Selected

Nova may not be able to pull your report if you chose a country other than your citizenship country.

What to do:

• • For a new link to access your credit report via Nova, please contact your Relationship Manager.

This time, make sure to select your home country (not another country) from the dropdown menu in Nova.