Q: How do I order copier toner?
A: The easiest way to get copier toner is through our web site www.NovaCopy.com. Click "Login" to access your eInfo account, our online portal, and order toner.

Q: Is there a charge for copier toner?
A: Copier Toner is normally covered under your maintenance agreement. Please check your maintenance agreement for details. If you need additional information, please contact your local NovaCopy office for assistance. If you do not have a maintenance agreement, you may purchase chargeable supplies through us. NovaCopy does sell printer and office supplies including inkjet and laser toner. To request a quote for non-contracted supplies, please visit: www.NovaCopy.biz or call our Inside Supply Sales team via our local numbers: Atlanta 800.264.0637; Chattanooga 423.305.7005; Dallas 214.687.0006; Jackson 731.423.7782; Knoxville 865.243.2679; Malden 573.276.4803; Memphis 901.260.9202 or Nashville 615.627.2344.

Q: After I request copier toner, when should I expect delivery?
A: If you are in Tennessee, in most cases, copier toner is delivered the next business day without charge. If you are in other states, you will need to allow 2-5 business days.  If you need toner the same day, we will send it with your permission via courier service for a $50 minimum charge, depending on where you are located. If you prefer, you may also pick it up in person at your local NovaCopy office, if quantities are available.

Q: When and how do I report my meter reading?
A: If your machine is connected to a network with normal security settings that allow outside e-mails to be sent, your machine will automatically report meters. Please verify this with NovaCopy's customer service. If you are unsure, please submit your meter readings via eInfo at www.NovaCopy.com. Click “Login” from the home page and select sign into eInfo. First, enter your System ID number from the sticker on the front of your machine.  Lastly, enter your meter reading to complete the process.

Q: I dislike reporting my meter each month. Are there any options?
A: The best option is to have your meters setup for automatic readings with PrintFleet.  To setup PrintFleet, please contact your local NovaCopy office.  In most cases, we have the ability to install and download the program remotely. 

You may elect to have your meter read once a quarter, twice a year, or once a year if you prefer. This is typically done for lower volume customers where less frequent billings are more cost effective. If you exceed your monthly allowed number of prints/copies (overages), this method is recommended only if you are comfortable receiving larger bills throughout the year instead of frequent, smaller bills.  Contact the Contracts Department at 615.982.8040, to see if the frequency can be changed for your account.
 

Q: My machine is flashing a code on the control panel. What do I do?
A: Please contact NovaCopy to place a service request via your eInfo customer account.  You may also call your local NovaCopy office. Our support staff will help you restore operation to the machine over the phone if possible, or schedule a service call if necessary. If your situation is an emergency, please request our Priority 1 service.

Q: My machine continues to misfeed after a few copies. I clear the misfeed but the problem keeps happening. How do I get this fixed?
A: Please contact NovaCopy Service by placing a Service Request online via your eInfo customer account. Our support staff will schedule a service call if necessary. If your situation is an emergency, please request for Priority 1 service.

Q: I am interested in upgrading my equipment. Who do I contact?
A: Please contact your local NovaCopy  Document Solutions Specialist to discuss upgrade options. Remember to ask for a Two Week Copier Test Drive (with no obligation). This lets you and your staff try out the machine to make sure it's right for you. 
 
Q: I need training for myself, my staff or others on how to use the machine's features. How do we get training?
A: Please contact your local NovaCopy Document Solutions Specialist  for hands-on training. This is a free, unlimited service we provide upon request. 

Q: What are your hours of operation?
A: NovaCopy staff is available via online Chat at www.NovaCopy.com as well as phone support from 7am to 6pm (Central) on regular business days. NovaCopy normal business hours are 8am to 5pm (Central).  After-hours calls are handled by an on-call technician. There is a $250/hr fee for after-hours service. 
 
Q: We need to discuss a bill we received from NovaCopy. Who do we contact?
A: Please contact our customer service and we will be happy to review your bill and answer your questions.

Q: We have questions about our copier being connected to our office computer network. Who can answer our questions?
A: Please contact NovaCopy by logging into your eInfo customer account or by calling your local NovaCopy office. You will be connected with customer service to help you over the phone, or schedule a service call if required. 

Q: My copier is not functioning and I need service restored as soon as possible. How do I get faster service?
A: Please contact NovaCopy Service by placing a Service Request online via your eInfo customer account. Request our Priority 1 service. A technician will arrive within an average 1 hour for emergency situations.

Q: Does NovaCopy sell printer toner and office supplies?
A: Yes. NovaCopy does sell printer and office supplies including inkjet and laser toner. To request a quote for non-contracted supplies, please visit: www.NovaCopy.biz or call our Printer Services/E-commerce team at 800.264.0637.
 

Q: My machine needs to be moved to a new location. Who should I contact?
A: Please contact your local Document Solutions Specialist, he/she will help you coordinate a time for NovaCopy to relocate your machine for you. If you chose to move your machine yourself please note that you will be held liable for any damages that may be incurred.

Q: What are the charges for moving my machine?
A: Please reference your current maintenance agreement, if your contract has the “DSS” addendum we will move your machine at no charge (within 75 miles).  “DSS” is an extra $10 per month and covers a wide array of possible assistance you may need. If your contract does not include “DSS” we charge at a rate of $99/ hour, with a 1 hour minimum charge.

Q: Where can I access "How To" videos on equipment?
A: Please video our YouTube page.  You will find many informational videos on a wide variety of machines.  www.youtube.com/user/MrNovaCopy 
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