Frequently Asked Questions

What is the difference between the NovoPsych WebApp and the iPad app?

The iPad app and WebApp are designed to be used together, however you can opt to just use one. If you own an iPad and want to administer assessments in person, the iPad app is recommended. The iPad provides a simple solution for in person test administration. The WebApp has all the functionality of the iPad app, plus enhanced features, such as the ability to remotely monitor your patients via emailed assessments, including scheduled assessments. For more information visit here.

When I try to login to the WebApp I get a blank screen or two forward slashes ( // )

To resolve the // error your browser’s cache will need to be cleared. Below are guides for how to clear your cache for major browsers:

Safari 

Chrome

 Internet Explorer

I can't open test results within the WebApp

Assessment result PDFs are opened in a new tab within the web browser. If you click the results but they do not open your browser will be blocking the popup. To resolve this, after you have pressed the test result look out for an alert at the top of your browser notifying you that a pop up has been blocked, then click “Allow”. 

Do I need an Internet Connection to use NovoPsych?

Yes.  NovoPsych cannot run without an Internet connection. You can use the app with WiFi, a 3G enabled iPad, or tethered to another device, such as an iPhone or smartphone.

How can I get the results from NovoPsych on my computer or practice management software?

When a client takes a test the results are automatically emailed in PDF to the clinician’s nominated email address. If accessing results via email, you will need to enter your email address and password to gain access to results. If you enter the wrong password or get an error, exit your internet browser (e.g. Chrome, Safari or Internet Explorer) completely and try again.

Is NovoPsych available in North America?

We have partnered with BetterWorld Healthcare in the American market and they offer the NovoPsych platform under the brand name BetterMind. Click here to visit their site.  

NovoPsych has stopped working, how can I fix it?

From time to time there may be a bug in NovoPsych that stops it from working. To fix this,
1. Press the home button to exit NovoPsych
2. Double press the home button (A bar should appear at the bottom)
3. Hold down the NovoPsych button in the bottom bar until it starts to shake.
4. Press the red icon in the top left of the NovoPsych icon.
5. Relaunch NovoPsych and log in
If this does not fix your problem please email info@novopsych.com

How does NovoPsych protect my patient information? Is NovoPsych Secure?

We take privacy and security very seriously, and use high level 256bit encryption (the same security used by banks) to provide security, privacy and confidentiality. You can also enter ID numbers instead of the client’s full name to protect identity further.

What is the difference between my passcode and password?

The passcode is the 4 digit key that you are asked to enter when you exit test mode, or re-enter the NovoPsych app. The passcode is specific to your iPad.

The password can either be letters or numbers, and is entered when you signed up your user account with NovoPsych.The password is required to login to NovoPsych if you have logged out. The password is not specific to your iPad. The passcode and password may be the same of different.

I have forgotten my password. How can I reset it?

If you have forgotten your password please press “forgot password” within the iPad app or via this link. It will then email you a new temporary password. 

I have forgotten my passcode. How can I access NovoPsych?

As the passcode is stored on your device, we are unable to reset your passcode. To reset your own passcode exit NovoPsych completely. To do this first
1. Press the home button to exit NovoPsych
2. Double press the home button (A bar should appear at the bottom)
3. Hold down the NovoPsych button in the bottom bar until it starts to shake.
4. Press the red icon in the top left of the NovoPsych icon.

I have changed my address. How can I update it?

Open NovoPsych, and once logged in, select the ‘Account’ button. Approximately half way down the screen there is a button called “edit your account details”.

Sometimes when I’m using the iPad app, I get a notification which interrupts use. How can I stop this?

We recommend using “Guided Access” which is a setting that allows you to lock your iPad in NovoPsych and avoids interruptions from notifications. This setting can be found by navigating from your iPad’s home screen to Settings -> General -> Accessibility -> Guided Access. For a set by step guide on how to setup Guided Access visit https://novopsych.com/guided_access.pdf

There’s a test I use a lot which isn’t on NovoPsych. Can you include it?

NovoPsych is constantly seeking new tests for the app. Please email us at info@novopsych.com for any suggestions and we will consider adding it to the application.

How to I prevent clients from pressing the home button and exiting NovoPsych iPad app?

We recommend using “Guided Access” which is a setting that allows you to lock your iPad in NovoPsych, by disabling the home button, sleep button, and notifications. This setting can be found by navigating from your home screen to Settings -> General -> Accessibility -> Guided Access. For a set by step guide on how to setup Guided Access visit https://novopsych.com/guided_access.pdf