How can we help?
Email us and a real person on the Novie team will reply, usually within two business days.
If you or your child need help now
Novie gives general guidance and is not a crisis or emergency service. Call 000 in an emergency, PANDA on 1300 726 306, Lifeline on 13 11 14, or contact your GP or child health nurse.
Your subscription
How do I cancel Premium?
Premium is billed through Apple. On your iPhone, open Settings, tap your name, then Subscriptions, choose Novie and tap Cancel Subscription. Cancel at least 24 hours before your renewal date to avoid the next charge. You keep Premium until the end of the period you have paid for.
How do I restore my purchase on a new phone?
Sign in to the App Store with the same Apple Account you used to subscribe, open Novie and go to the Premium screen, then tap Restore Purchases.
How do I ask for a refund?
App Store refunds are handled by Apple at reportaproblem.apple.com. If you think the app has a major failure under Australian Consumer Law, email us at hello@novie.life and we will help.
What does Premium cost?
Novie is free to download, with tracking, a sleep schedule that adapts through the day, daily guidance and 5 Ask Novie questions a day. Premium is $7.99 a month or $79 a year and adds unlimited Ask Novie, Novie Knows insights and Toolkits, step by step plans much like a 1:1 consult. One subscription covers your whole household, and you can cancel any time.
Your household
How do I invite my partner or another carer?
In Novie, go to Settings, and under your current household select Caregivers, then Add caregiver. They download Novie, accept the invite and see the same routine, notes and to-do list as you.
Can I remove someone from my household?
Yes. The person who set up the household can remove others at any time. Go to Settings, select Caregivers under your current household, then swipe left on the person and select Delete.
Your account and data
How do I delete my account?
You can delete your account from within the app at any time, or email hello@novie.life and we will do it for you. Deleting your account does not cancel a Premium subscription, so cancel that in your iPhone settings as well.
What happens to my information when I delete my account?
Access ends straight away and your information is deleted in line with our Privacy Policy, which explains what we keep, for how long and why.
How do I ask a question about my privacy?
Email privacy@novie.life. You can also ask for a copy of your information or ask us to correct it.
Using the app
Something isn't working
Check you have the latest version from the App Store, then close and reopen Novie. If it still isn't working, email hello@novie.life with your iPhone model, iOS version and a screenshot if you can.
Which devices does Novie work on?
Novie is available for iPhone and iPad from the App Store. An Android app is on the way.