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Getting help in your account
Need a hand or caught in a fix? Help is a few clicks away!
Head to Help in the top right corner and choose Contact support from the options:
This will pop up a search bar, where you can search for a topic, question or feature. When you're ready click the search icon to search for any results:
We'll show you a list of matching results and you can click to view the guide right there, without having to leave the page. Click the expand symbol to open the guide in another page:
If your question wasn’t answered, or you need to get in touch with us to clarify something further, you can click the Get in touch button to contact our support team:
We’ll guide you through our Help Form, which will require you to choose a category and sub category that your query may relate to. We'll also ask you to tell us in your own words what your query is about and provides an upload function for you to attach any screenshots or information in relation to your query. The more information you provide upfront, the faster the Support team will be able to respond and resolve your query and the less back and forth we will have to do!
When you’re ready, click Send to fire it away. We will reply to your email address directly, so keep an eye on your inbox.
If you’re not in front of the account or would like to send us a more details message with multiple files, you can also get in touch with us by submitting a Help Form at our Help Centre.
Self-service help guides
Speaking of guides...we have over 200+ help guides with step-by-step instructions to answer almost every question you can imagine.
If you have any burning questions or there's something you need a hand with, we recommend checking here first!
These guides all live at help.gettimely.com and you can access them 24/7 - if you're reading this, then you've already found it!
Watch our help videos
If you're more of a visual learner, can't stand reading, or would like a spirit guide to take you through your setup, then you can tune in to Timely TV.
We're always working on a video series about a new or exciting feature, or some tips for making the most out of your Timely account.
You can find Timely TV on our website over here: gettimely.com/support/tv
Or by heading to Help > Watch help videos from within your account:
Scheduled Phone support
We will attempt to resolve any issues as soon as possible via email, but if you have complex questions that need to be discussed further or have difficulty with written communication, you can give us a call. If you are on the Innovate plan you can call our Support team via Direct Phone Support, or you can request a scheduled by submitting a Help Form at our Help Centre.
We'll be in touch via email to coordinate a time that suits. This gives us the opportunity to familiarise ourselves with your account and makes sure we don't end up in a game of phone tag - your time is precious!
Often questions can be answered via email or from our documentation, which are easier shared via email. So don't be surprised if we include that information in our reply. That way, you don't have to wait by the phone and can get back to business instead.