Questions about the iOS Mobile Application
I can’t login / don’t know my login details
The login for the app is the same as the login for the Nova Health website. You can login with either your Login ID or email address. Please contact us if you are not sure what these details are.
If you don’t remember your password, click on the Forgot password? button. You will be redirected to the Nova Health website where you can go through the process of resetting your password. Once reset, open the app again and try logging in with your Login ID or email address and the new password that you just created.
I’ve just downloaded the app, what should I do with the previous shifts I can see?
Once you have downloaded the app and logged in, you only need to submit your timesheets from that point forward. Any previous shifts should disappear after the next pay run, as long as you have sent in a paper timesheet.
What do I do if my client cannot physically sign the timesheet?
Some clients for whatever reason are not physically able to sign a timesheet. If this is the case and there is no other relieving staff member to sign the timesheet on their behalf, then you will need to follow the process below:
- Under the notes section, write an explanation why the client cannot sign the timesheet
- Under the Shift Supervisor Name enter your client’s name
- Click the Sign & Submit button
- Type N/A into the box where the shift supervisor would usually sign their name
- Click SAVE
The payroll team will assess on a case by case basis and contact you if there is any queries in regards to the above.
I didn’t receive an email to reset my password
After requesting a reset password, you should receive an email immediately to finalise the process. If the email has not arrived, please try the following:
- Check your spam / junk folder in your email account
- Contact the office to confirm which email address is set up on the website
If the email still doesn’t arrive, contact the office to reset the password on your behalf.
How do I know if my timesheet has been received?
Once your shift supervisor has signed your timesheet and clicked Save, then you should be redirected back to the Timesheet page. If the submitted timesheet has disappeared from this page, then it would have been sent to the office for processing. If you are experiencing problems submitting your timesheet, ensure that you have a paper timesheet signed as a backup and send this to timesheets@novahealth.co.nz.
An update available message is restricting me from logging into the app
From time to time we might release an update to the app with improvements and bug fixes. Therefore, if you see a message with Update Available, please follow the process to update to the latest version. Please note, to use the app you must always have the latest version of the app installed.
If there is an option to click Update, then you will need to click this to install the latest version of the app. Once updated, try logging into the app again.
I cannot download the app, my iOS version is not supported
Currently the app supports iOS versions 12 and above.
You will need to check for system updates on your phone and update to the latest version. Alternatively, if your phone does not support upgrading to at least version 12 then you will need to revert to using paper timesheets, and contact the office to advise us of this issue.
How to find iOS version:
1. Go to Settings
2. Press General
3. Press About
4. The number displayed next to Software Version is your iOS version
I cannot use the app when connected to my mobile data
IOS devices allow the user to turn off the use of mobile data for specific apps. Check to see if the Nova Health app is set to allow the use of data. Go to Settings > Mobile > Scroll down to locate the Nova Health app and check if the setting is turned on.
I can’t open the app, a message pops up saying “Untrusted Enterprise Developer”
When you first download the app you will need to trust Nova Healthcare Limited.
To do this you will need to follow these steps:
1. Go to Settings
2. Press General
3. Press Device Management (it is generally towards the bottom)
4. Once you are in Device Management you will see Nova Healthcare Limited, press it.
5. After pressing Nova Healthcare Limited you will need to press the blue text that reads Trust “Nova Healthcare Limited”
6. A message will pop up on the screen, press “Trust” to trust Nova Healthcare Limited
7. Now you can go back to your home screen, find the app and open it.
Why does the application asks for my location when i sign a timesheet.
Nova Healthcare now require you to provide your location when signing time sheets. This feature will be further implemented in the future. We would appreciate it if you allow this to be used when you submit your time sheets.
I can’t login / don’t know my login details
The login for the app is the same as the login for the Nova Health website. You can login with either your Login ID or email address. Please contact us if you are not sure what these details are.
If you don’t remember your password, click on the Forgot password? button. You will be redirected to the Nova Health website where you can go through the process of resetting your password. Once reset, open the app again and try logging in with your Login ID or email address and the new password that you just created.
I’ve just downloaded the app, what should I do with the previous shifts I can see?
Once you have downloaded the app and logged in, you only need to submit your timesheets from that point forward. Any previous shifts should disappear after the next pay run, as long as you have sent in a paper timesheet.
What do I do if my client cannot physically sign the timesheet?
Some clients for whatever reason are not physically able to sign a timesheet. If this is the case and there is no other relieving staff member to sign the timesheet on their behalf, then you will need to follow the process below:
- Under the notes section, write an explanation why the client cannot sign the timesheet
- Under the Shift Supervisor Name enter your client’s name
- Click the Sign & Submit button
- Type N/A into the box where the shift supervisor would usually sign their name
- Click SAVE
The payroll team will assess on a case by case basis and contact you if there is any queries in regards to the above.
I didn’t receive an email to reset my password
After requesting a reset password, you should receive an email immediately to finalise the process. If the email has not arrived, please try the following:
- Check your spam / junk folder in your email account
- Contact the office to confirm which email address is set up on the website
If the email still doesn’t arrive, contact the office to reset the password on your behalf.
How do I know if my timesheet has been received?
Once your shift supervisor has signed your timesheet and clicked Save, then you should be redirected back to the Timesheet page. If the submitted timesheet has disappeared from this page, then it would have been sent to the office for processing. If you are experiencing problems submitting your timesheet, ensure that you have a paper timesheet signed as a backup and send this to timesheets@novahealth.co.nz.
An update available message is restricting me from logging into the app
From time to time we might release an update to the app with improvements and bug fixes. Therefore, if you see a message with Update Available, please follow the process to update to the latest version. Please note, to use the app you must always have the latest version of the app installed.
If there is an option to click Update, then you will need to click this to install the latest version of the app. Once updated, try logging into the app again.
I cannot download the app, my iOS version is not supported
Currently the app supports iOS versions 12 and above.
You will need to check for system updates on your phone and update to the latest version. Alternatively, if your phone does not support upgrading to at least version 12 then you will need to revert to using paper timesheets, and contact the office to advise us of this issue.
How to find iOS version:
1. Go to Settings
2. Press General
3. Press About
4. The number displayed next to Software Version is your iOS version
I cannot use the app when connected to my mobile data
IOS devices allow the user to turn off the use of mobile data for specific apps. Check to see if the Nova Health app is set to allow the use of data. Go to Settings > Mobile > Scroll down to locate the Nova Health app and check if the setting is turned on.
I can’t open the app, a message pops up saying “Untrusted Enterprise Developer”
When you first download the app you will need to trust Nova Healthcare Limited.
To do this you will need to follow these steps:
1. Go to Settings
2. Press General
3. Press Device Management (it is generally towards the bottom)
4. Once you are in Device Management you will see Nova Healthcare Limited, press it.
5. After pressing Nova Healthcare Limited you will need to press the blue text that reads Trust “Nova Healthcare Limited”
6. A message will pop up on the screen, press “Trust” to trust Nova Healthcare Limited
7. Now you can go back to your home screen, find the app and open it.
Why does the application asks for my location when i sign a timesheet.
Nova Healthcare now require you to provide your location when signing time sheets. This feature will be further implemented in the future. We would appreciate it if you allow this to be used when you submit your time sheets.