Problem #

A customer clicks Upgrade or attempts to log in to Nova and the system redirects them to Services > My Services in the Client Area instead.

In some cases, the Nova Cloud: Prompt First addon module logs the following entry to the Activity Log at Configuration () > System Logs:

Nova Cloud: Deep-link handling failed: <error>

Cause #

This issue occurs because the service is inactive, an upgrade is not possible, or another failure occurred that prevented the accessed link from resolving.

The presence or absence of a log entry in the Activity Log at Configuration () > System Logs indicates the specific cause of this issue:

• The addon module logs an error if it encountered an unexpected failure while resolving the deep link, such as an error reading the service’s License External ID custom field.
• The addon module does not log an error if it cannot honor an incoming deep link because the service is inactive, the authenticated contact does not have permission to order an upgrade, or a higher plan for upgrading does not exist. In this case, you do not need to take further action.

Solution #

To resolve this issue:

1. Review the logged error text for the underlying cause.
   If the error message mentions the License External ID custom field, see Nova Cloud License External ID Errors.
2. Investigate and correct the listed cause from the error message.
3. Ask the customer to click Upgrade or log in from Nova again.

Last modified: 2026 September 25