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, Austria, Belgium, Bulgaria, Cyprus, Czech Republic, Denmark, Estonia, Finland, France, Germany, Greece, Hungary, Ireland, Italy, Latvia, Lithuania, Luxembourg, Malta, Netherlands, New Zealand, Norway, Poland, Portugal, Romania, Slovakia, Slovenia, Spain, Sweden, Switzerland, and United Kingdom.

If TimelyPay is not available in your country, you can express your interest by emailing [email protected].

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. Why your identity verification might have failed
9. How to check transactions from TimelyPay
10. Using TimelyPay in-store

How to set up TimelyPay

1. Go to 'Setup' then click 'TimelyPay', click the "Set up TimelyPay" button 

2. Choose your payment terms for online booking. This is optional, if you don't wish to set up payment terms, just click 'skip for now'.

3. Select your business type.

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.

4. You will be asked to verify your identity via our payments processor, Stripe.

5. You will then be redirected back to the TimelyPay  page.

From the TimelyPay dashboard you can update your payment settings, update yourStripe account details, and review TimelyPay transactions. 

7. Once you have online payments coming through, your payouts will be deposited directly to your business' bank account according to your selected payment schedule.

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.

What are the costs involved? Are there any fees?

If you're on our Build, 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. Austria, Belgium, Cyprus, Estonia, Finland, France, Germany, Greece, Ireland, Italy, Latvia, Lithuania, Luxembourg, Malta, Netherlands, Portugal, Slovakia, Slovenia, Spain: 1.95% + € 0.25 per transaction for European cards and 2.9% + € 0.25 per transaction for non-European cards
3. Bulgaria: 1.95% + ЛВ0.50 per transaction for European cards and 2.9% + ЛВ0.50 per transaction for non-European cards
4. Czech Republic: 1.95% + 6.50Kč per transaction for European cards and 2.9% + 6.50Kč per transaction for non-European cards
5. Denmark: 1.95% + 1.80kr per transaction for European cards and 2.9% + 1.80kr per transaction for non-European cards
6. Hungary: 1.95% + 85Ft per transaction for European cards and 2.9% + 85Ft per transaction for non-European cards
7. New Zealand: 2.9% + NZ$0.30 per transaction
8. Norway: 2.4% + 2kr per transaction for Norwegian cards and 2.9% + 2kr per transaction for international cards
9. Poland: 1.95% + 1zł per transaction for European cards and 2.9% + 1zł per transaction for non-European cards
10. Romania: 1.95% + 1LEU per transaction for European cards and 2.9% + 1LEU per transaction for non-European cards
11. Sweden: 1.95% + 1.80kr per transaction for European cards and 2.9% + 1.80kr per transaction for non-European cards
12. Switzerland: 2.9% + CHF0.30 per successful card charge
13. United Kingdom: 1.95% + 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.

What you will need to get started?

To get started with TimelyPay, make sure you have the following on hand.

Please Note: The Contact Name, Business Address and Business Details entered needs to match the supporting documents uploaded

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:
   • Passport
   • Driver's license
   • Identity card
5. Proof of address with your name on it:
   • Utility bill
   • Statement from a financial institution (like a bank statement)
   • 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)

   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

If you are having trouble setting up TimelyPay and need further assistance, please email [email protected]

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 and European countries: Payouts are scheduled for release every Monday and contain payments processed 7 business days prior.

If daily or monthly payouts suit you better than weekly, you can change your payout schedule as well as the most suitable day of week or month to be paid out on the Add-ons page.

Here is an example of weekly payouts for the UK and Europe: 

Here is an example of daily payouts for the UK and Europe:

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 TimelyPay page and follow the on-screen instructions.

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.

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

• Refund a Gift Voucher
• Refund a Voided Sale

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.

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 the TimelyPay page. If you need more help, please email us at [email protected] immediately, and we'll work with Stripe directly.

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.

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.

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. Austria:

• Firmenbuchauszug (Commercial register extract)
• Mehrwertsteuerregistrierung (VAT Registration)

3. Belgium:

• Btw-registratie / Immatriculation à la TVA (VAT Registration)
• Un extrait de la Banque-Carrefour des Entreprises (BCE) / Inschrijving in de Kruispuntbank van Ondernemingen (KBO) / Eintragung in die Zentrale Datenbank der Unternehmen (ZDU) (Commercial register extract)
• Un extrait de la Banque-Carrefour des Entreprises (BCE)/Inschrijving in de Kruispuntbank van Ondernemingen (KBO)/ Eintragung in die Zentrale Datenbank der Unternehmen (ZDU) (Commercial register extract)
• Statuten / Statuts (Articles of Incorporation)
• Kopie van publicatie in de Bijlagen tot het Belgisch Staatsblad / Copie des annexes publiées dans le registre officiel belge / Ausfertigung zur Veröffentlichung in den Anlagen zum Belgischen Staatsblatt (Copy of appendices published in the official Belgian register)
• Financiële staten / États financiers / Jahresabschluss (Financial statements)

4. Bulgaria:

• Регистрация по ДДС (VAT Registration)
• Извлечение от Търговския регистър и регистъра на ЮЛНЦ (Commercial register extract)

5. Cyprus:

• Εγγραφή στο μητρώο Φ.Π.Α. (VAT Registration)
• Καταστατικό / Şirket ana sözleşmesi (Articles of association)
• Συστατική Πράξη Εταιρείας / Şirket Kuruluş Onay Belgesi (Certificate of Incorporation)
• Οικονομικές καταστάσεις / Mali tablolar (Financial statements)
• Μητρώο Επιχειρηματικών Οντοτήτων (Commercial register extract)

6. Czech Republic:

• Registrace DPH (VAT Registration)
• Výpis z obchodního rejstříku (Commercial register extract)
• Stanovy akciové společnosti (Articles of association)
• Registrace obchodu (Trade registration)

7. Denmark:

• Momsregistrering (VAT Registration)
• Udskrift af handelsregisteruddrag (Commercial register extract)
• Vedtægter (By-laws)
• Registreringsattest (Registration certificate)
• Regnskaber (Financial statements)

8. Estonia:

• Käibemaksukohustuslasena registreerimine (VAT Registration)
• Äriregistri registrikaart (Commercial register extract)
• Maksuandmete tõend (Tax certificate)

9. Finland:

• Tilinpäätökset / Årsredovisning (Financial statements)
• Yhtiöjärjestys / Bolagsordning (Articles of association)
• Kaupparekisteriote / Handelsregistrering (Trade registration)
• Kaupparekisteriote / Utdrag från handelsregister (Commercial register extract)
• ALV-rekisteröinti / Momsregistreringsnummer (VAT Registration)

10. France:

• VAT Registration
• Comptes annuels (Financial statements)
• Extrait K, L, Kbis ou Lbis (Commercial register extract)
• Extrait d'immatriculation D1 (Artisan register extract)
• Avis de situation au répertoire Sirene (Siren register extract)
• Lettre de confirmation de numéro SIREN délivrée par l'Urssaf (Siren number confirmation)
• Statuts de l'entreprise (Articles of incorporation)

11. Germany:

• USt-Registrierung (VAT Registration)
• Gewerbeanmeldung (Trade registration)
• Gewerbeschein (Trade license)
• Handelsregisterauszug (Commercial register extract)
• Jahresabschluss (Financial statements)

12. Greece:

• Εγγραφή στο μητρώο Φ.Π.Α. (VAT Registration)
• Εγγραφή σε εμπορικό μητρώο (Commercial registration)
• Απόσπασμα εμπορικού μητρώου (Commercial register extract)
• Πιστοποιητικό / Βεβαίωση Εγγραφής (Certificate of registration)
• Απόσπασμα εμπορικού μητρώου (Commercial register extract)

13. Ireland:

• VAT Registration
• Certificate of Registration
• Partnership Agreement
• Certificate of Incorporation
• Articles of Association
• An Oifig um Chlárú Cuideachtaí (Companies Registration Office) (Commercial Register Extract)

14. Italy:

• Certificato di attribuzione Partita Iva / Certificato Partita Iva (VAT Registration)
• Certificato di iscrizione al Registro Imprese / Certificato camerale (Company registration certificate)
• Atto costitutivo (Articles of incorporation)
• Statuto (By-laws-Memorandum)
• Visura camerale / Certificato camerale (Registers and lists of authorized entities)
• Rendiconto finanziario / Bilancio (Financial statements or equivalent documents)

15. Latvia:

• PVN reģistrācijas apliecība (VAT Registration)
• Uzņēmuma reģistrācijas apliecība (Business Registration)
• Komersanta reģistrācijas apliecība (Merchant Registration Certificate)
• Lursoft dokuments (Lursoft Document)
• Reģistra izsniegts dokuments ar PVN maksātāja numuru (VAT number from the register)

16. Lithuania:

• PVM mokėtojo registracija (VAT Registration)
• Lietuvos Respublikos juridinių asmenų registro išplėstinis išrašas (Extract from the register of entities)
• Registravimo pažymėjimas (Registration certificate)

17. Luxembourg:

• Publication des statuts / Veröffentlichung der Satzung (Memorandum / Publication of articles of association)
• Immatriculation à la TVA / Umsatzsteuerregistrierung (VAT registration)
• Licence commerciale / Handelslizenz (Trade license)

18. Malta:

• Commercial register extract

19. Netherlands:

• btw-registratie (VAT Registration)
• uittreksel Kamer van Koophandel (Company registration certificate)
• statuten (By-laws memorandum)

20. New Zealand:

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

21. Poland:

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.

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 [email protected] immediately, and we'll work with Stripe directly.

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.

Can I use this in store?

Yes, TimelyPay allows you to take payments against your clients’ saved cards at checkout. Any client who has saved a card will automatically have it added as a payment type at checkout!