Frequently asked questions on all things Client Login
This article is for:
- General Questions
- Logging in via socials
- Managing duplicate profiles
- International numbers
- Handy Links
General Questions
Q: How do clients log in?
A: Clients can log in using a one-time SMS code, via Facebook or via Google. We then match their login to their client record using SMS verification, so they can access their past booking history.
Q: Where will clients be asked to log in?
A: Clients will be prompted to log in anywhere you display personal information - like Online Booking or when completing consultation forms.
Q: What happens if a client doesn’t have a mobile number saved?
A: We won’t be able to match them to an existing profile, so a new one will be created. You can merge the duplicate later if needed.
Q: Can I control whether clients can change or cancel their appointments?
A: Yes. You have full control over this in your Online Booking settings - it's separate from Client Login.
Q: What can clients see when they log in?
A: Clients can view upcoming and past appointments, completed or pending forms, saved payment methods, and contact details like name, email, phone number, and address.
Q: Can clients rebook services that aren’t available online?
A: No. We respect your Online Booking settings - if a service is unavailable, clients will need to contact you directly to rebook.
Logging in via socials
Q: How does the first-time login process work for my clients using Facebook or Google?
A: Your client chooses Facebook or Google to log in. They’ll get an SMS code to verify their number. Once entered, their social account gets linked to their client profile. They won’t need to verify their number again the next time they log in.
Q: Will my clients need to enter an SMS code every time they log in?
A: No - just once for your business. Any future logins to your business will skip the SMS step.
Q: What happens if a client books with another Timely business?
A: They’ll need to verify via SMS again for that business. After that, logins to that new business will also skip the SMS.
Q: Can clients bypass that initial SMS verification?
A: No. That first SMS is important to prevent duplicate profiles being created.
Q: What if the SMS code doesn’t arrive?
A: It’s rare, but they can tap “Resend” or wait a moment. Most delays are due to mobile carriers.
Managing duplicate profiles
Q: How does Timely prevent duplicate profiles when clients use social login?
A: The SMS verification step links their social account to their existing profile, avoiding duplicates.
Q: What if a client already has more than one profile?
A: Timely will link to the most recently active profile. You’ll need to manually merge any duplicates to ensure a single, clean client record. Check out this article on how to manage duplicate profiles - How to merge duplicate customers.
Q: Can I unlink a social login that was attached to the wrong client profile?
A: You cannot unlink but you can merge the profiles. The social login will follow the merged result. Check out this article on how to manage duplicate profiles -
Q: Can Timely automatically merge duplicate profiles for me?
A: No - you will need to merge profiles manually to reduce errors.
Q: How can clients book as a parent and child?
A: Save the mobile number in the SMS field on the parent’s profile. Then, add the child’s details (including email) under “Phone”. The parent will get all SMS communications; the child will get confirmation and reminder emails.
International numbers
Q: Can my overseas clients still log in?
A: SMS verification is only supported for local numbers within your country. Clients using international numbers, or a domestic number overseas, won’t receive the code
Q: Can social login skip the SMS step for international clients?
A: Not right now. First login still requires an SMS. We’re exploring future options for smoother onboarding globally.
Handy Links
Turning on and setting up Client Login
What do clients see when they login?