Getting Started & FAQ's with TimelyPay

TimelyPay is Timely’s own payment solution that allows you to sign up easily, take payments from clients through online bookings, manage invoices, sell gift vouchers, and get paid quickly!

TimelyPay is currently only available to customers based in Australia, New Zealand and United Kingdom. If TimelyPay is not available in your country, you can express your interest by emailing help@gettimely.com.

In this guide, we will cover:

  1. How to set up TimelyPay
  2. Why you should use TimelyPay
  3. What costs are involved
  4. Details we need from you in order to get started
  5. How to withdraw from TimelyPay
  6. What happens if you already have Stripe or another payment gateway
  7. How to refund from TimelyPay
  8. Restrictions on TimelyPay
  9. Why your identity verification might have failed
  10. How to check transactions from TimelyPay

1

How to set up TimelyPay

  1. Go to 'Setup' then click 'Add ons', click the "Set up TimelyPay" button and follow the on-screen instructions.
  2. When choosing your TimelyPay account type , choose 'I am registered as a company' if other people own some share of your business and 'I am an individual/ sole trader' if you 100% own the business yourself.

    Please also note that your business name, address and name in the application must match the documentation you will need to provide.

  3. You will then be redirected back to the TimelyPay Add ons page.
  4. After your proof of identity and address documents are verified, you can start taking payments online from your clients.
  5. Set your default online booking payment terms.
  6. Add custom text to the payment screen.
  7. Enable requiring your clients' billing address on the payment screen.
  8. Once you have online payments coming through, your payouts will be deposited directly to your business' bank account every Monday.

2

Why you should use TimelyPay

TimelyPay is the quickest way to start taking online payments. Once you've signed up with TimelyPay, you can start taking payments from clients in minutes.

  1. Set up your payment gateway in minutes: Remove the complexity of setting up a merchant account with a third-party payment provider and easily set up online payments.
  2. Increase your clients' trust in your payment system: We've partnered with Stripe to ensure that your personal and payment information is secure when setting up TimelyPay.
  3. Enhance view of your finances: View and receive your online bookings and payments all through your Timely app. Eliminate the hassle of managing multiple accounts through third-party payment providers and receive payouts from your clients on a weekly basis directly into your bank account.
  4. Enjoy lower processing fees: Get industry-standard, pre-negotiated rates with your Timely plan.

3

What are the costs involved? Are there any fees?

If you're on Elevate or Innovate plans, then there is no additional cost for using this feature apart from the processing fees. The initial processing fees will be:

  1. Australia: 1.75% + AU$0.30 per transaction for domestic cards and 2.9% + AU$0.30 per transaction for international cards
  2. New Zealand: 2.9% + NZ$0.30 per transaction
  3. United Kingdom: 1.4% + 20p per transaction for European cards and 2.9% + 20p per transaction for non-European cards

European cards are aligned with countries under the Single Euro Payments Area.


4

What you will need to get started?

To get started with TimelyPay, make sure you have the following on hand:
  1. Your mobile phone to receive a verification code
  2. Your personal information: name, email address, date of birth, home address and phone number.
  3. Your company website or another relevant online link (like your Facebook page)
  4. Proof of identity:
    1. Passport
    2. Driver's license
    3. Identity card
  5. Proof of address with your name on it:
    1. Utility bill
    2. Statement from a financial institution (like a bank statement)
    3. Letter issued from a government institution
    4. Drivers license (if this has not already been used as Proof of Identity)
    5. Identity card (if this has not already been used as Proof of Identity)
    6. Check that you are using a Chrome, Safari or Microsoft Edge browser and your browser application is up to date, as Stripe’s upload tools may not work properly with older browsers.

  6. Bank number to receive the payouts

5

How do I withdraw payments from TimelyPay

By default, TimelyPay will automatically pay out settled payments (i.e. less processing/ application fees) to your nominated bank account every Monday. The payment transactions included in each payout schedule varies per country:
  1. Australia: Payouts are scheduled for release every Monday and contain payments processed 2 business days prior.
  2. New Zealand:  Payouts are scheduled for release every Monday and contain payments processed 4 business days prior.
  3. United Kingdom: Payouts are scheduled for release every Monday and contain payments processed 7 business days prior.

If your business is processing AUD or NZD >$100 per day ($500 per week) or >GBP £50 per day (£250 per week), please email us at help@gettimely.com, so we can move you to a daily payout schedule.


6

I already have Stripe - can I connect it to TimelyPay?

You cannot use your standard Stripe account to connect to TimelyPay because it uses a different version of Stripe account. To sign up with a new account, click the "Set up TimelyPay" button from the Timely Add ons page and follow the on-screen instructions.

7

Can I have this and another online payment gateway enabled?

No, you can only have one online payment gateway enabled at any given time. Activating TimelyPay will automatically deactivate your existing payment gateway, but you will benefit from managing all your bookings and payments in one place and your clients will still be able to continue using the most popular card types online.

8

What happens if I need to refund a payment from TimelyPay?

TimelyPay supports issuing both full and partial refunds on the web app and only full refunds on the iOS app at the moment. To learn more about issuing refunds, check this help article for the Timely web app and this help article for the iOS app.

Please note that the fees from the original charge will not be returned to you when issuing refunds, and your client will receive the funds from a refund in their account approximately 5–10 business days after the date on which the refund was initiated.


9

Can I use this in store?

No, TimelyPay does not support in store/card swipe payments as it will initially be an online payment solution for online bookings and gift vouchers. However, you can still use TimelyPay in store by using the request online payment option when raising an invoice.

10

Why did my identity verification fail?

There could be a few reasons why your identity verification failed:
  1. Your details as an account owner and/or business did not match the documents you provided.
  2. The document you provided was not clear or readable.
  3. Your account was rejected due to suspected fraud or illegal activity.
  4. Your account was rejected due to suspected terms of service violations.
  5. Your account was rejected because it is on a third-party prohibited persons or companies list (such as financial services provider or government).

To solve this, you need to re-upload your documents by going to your TimelyPay account on the Add ons page. If you need more help, please email us at help@gettimely.com immediately, and we'll work with Stripe directly.


11

What are the accepted documents for proof of identity?

The following document types are accepted by Stripe:

  • Passport
  • Drivers license
  • Identity card

A summary of document standards is listed below:

  • Documents must be uploaded in full colour (i.e. no black-and-white scans).
  • Documents must be clear (i.e. with all edges included) and large enough to read.
  • Photocopies of identity documents are not acceptable.
  • Documents must be valid and not expired.
  • Complete documents must be uploaded. A complete document is defined as:
    • Both front and back of a driver’s license or identity card.
    • The entire personal information page of a passport.
  • Documents can be uploaded in .png or .jpg format (photos and colour scans acceptable).
  • If using a photo, make sure that it’s well lit from the front, not the back and that your fingers are not covering any parts of the ID.

12

What are the accepted documents for proof of home address?

The following document types are accepted by Stripe:

  • Utility bill
  • Statement from a financial institution
  • Letter issued from a government institution
  • Drivers license (if this has not already been used as Proof of Identity)
  • Identity card (if this has not already been used as Proof of Identity)

The following document types are not accepted by Stripe:

  • Tenancy agreement/lease
  • Utility company attestation letter
  • Private insurance bill
  • Telephone/mobile bill

A summary of document standards is listed below:

  • Documents must be clear and large enough to read.
  • Documents must be dated within the past six months.
  • Complete documents must be uploaded. A complete document is defined as:
    • At least one full page of the document.
    • The full name and address of the individual are clearly stated and legible.
  • Documents can be uploaded in .png, .jpg, or .pdf format.

13

What are the accepted documents for proof of business?

The following document types per country are accepted by Stripe:

  1. Australia:
  • VAT Registration (if applicable)
  • Australian Securities and Investments Commission (ASIC) Record of Registration
  • Australian Business Register Confirmation
  • Australian Business Register Extract
  • Consumer Affairs Association Extract
  • Australian Charities and Not-for-profits Commission Extract

2. New Zealand:

  • VAT Registration (if applicable)
  • New Zealand Business Number Registration Extract
  • New Zealand Companies Office Company Extract

3. United Kingdom:

  • VAT Registration (if applicable)
  • Certificate of Incorporation
  • Companies House Document
  • HM Revenue and Customs: VAT Certificate
  • HM Revenue and Customs: Account Statement
  • Charity Commission Document
  • OSCR Scottish Charity Regulator

A summary of document standards is listed below:

  • Documents must be clear and large enough to read.
  • Documents must be valid and representative of up-to-date registration.
  • Complete documents must be uploaded. A complete document is defined as:
    • The full business name, business address, and either VAT number OR company registration number of the incorporated entity are clearly stated and legible.
    • If this information is spread across multiple pages of your document, you need to upload a PDF containing all the relevant pages.
  • Documents can be uploaded in .pdf format.

14

Why am I not receiving my SMS verification code?

Codes can take up to 30 minutes to be delivered in some cases. If you have not received the code after 30 minutes, try requesting another code.

If the second attempt still does not deliver a code, try another mobile number, ideally with a different cell phone provider, as there might be a problem with their SMS delivery. 

If you need more help, please email us at help@gettimely.com immediately, and we'll work with Stripe directly.


15

How do I check transactions from TimelyPay?

You can view your transactions from the ' TimelyPay' tab under the 'Add-ons' page by clicking on the “View transactions” button.

From the transaction history page, you can view transactions from TimelyPay based on your payout period, a specific date range or a specific location (if you have multiple locations).

To learn more about the TimelyPay Transaction History page, check this help article.

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