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Here are some frequently asked questions about Novita AI. Before contacting our support team, please check the FAQs below to help you quickly find solutions.

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Payments

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1. How can I avoid top-up failures?

Top-up failures are generally caused by two main reasons:
  • Rejection from the card issuer. This may occur for the following reasons. Please check or contact your card issuer for details:
    • The corresponding payment channel is not activated.
    • The credit card has expired or been frozen.
    • The credit card balance is insufficient.
    • The card number is incorrect.
    • The security code is incorrect.
  • Risk control measures from the payment channel. Please check and make any necessary adjustments:
    • The device ID is associated with a high number of cards.
    • The number of cards declined using this email address is very high.
    • The time since this card was first seen on the Stripe network with this device ID is very short.
    • The authorization rate associated with this email address is very low.
    • The name on the email address does not match the name on the card.

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2. What payment methods are supported?

All payments are processed by Stripe. You can pay with a credit or debit card, and depending on your region Stripe may also offer local wallets such as Apple Pay or Link at checkout. Cryptocurrency payments are not supported. See Payment Methods for details.

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3. How do I access my invoices?

Stripe emails you a receipt after each successful payment. You can also view and download your past invoices under Billing in the Console. If you cannot find an invoice, contact support with your order number.

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4. Can I get a refund after topping up my account?

Refunds are generally not available. In exceptional circumstances (e.g., complete service unavailability), refund requests may be submitted to our support team and are typically processed between the 10th and 15th of each month.

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Account

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1. How do I delete my account?

Please provide your Novita account ID or registered email address to our support team. We will process your account deletion request within 14 business days.

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2. Can I use the Coding Plan with a negative account balance?

No. Your account balance must remain positive to access the Coding Plan, even if you have an active subscription.

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3. Why did my sign-up credit voucher disappear?

Our system automatically revokes vouchers when suspicious registration activity is detected (e.g., malicious sign-ups or multiple accounts from the same device). If you believe this was done in error, please contact our support team for a reissuance review.

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4. How do I change my account email address?

Contact our support team with your current registered email address and the new email address you wish to use. Our team will assist you with the update.

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Enterprise

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1. How do I inquire about enterprise requirements (e.g., higher rate limits, dedicated model deployments, or custom contracts)?

Please provide your company name, business use case, expected usage volume, and contact information. Our account management team will reach out to you directly. You can also book a call with our sales team.
Last modified on October 10, 2026