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We know how important it is to have everything working as expected when you are running your business, that is why Timely is committed to providing a reliable service. While we have a great track record, like any complex software system, things can occasionally go wrong. If you're having trouble connecting to Timely, or are experiencing app difficulties, we have troubleshooting steps you can take before contacting our friendly support team. In this article, you will learn ways to manage technical issues when using Timely.
Timely tip: there are some things you can do to ensure you are set up proactively in the event of an outage, or if you are unable to connect to the internet. See our help guide Can I use my Timely app without internet? for more information.
Check the Timely status page
The best place to find out if there are any current issues, or disruptions, is to check the Timely status page. This will show the status of the main app and whether a specific part of Timely is experiencing an outage.
For serious and prolonged outages, we will also post information to our social media channels. For all other questions, get in touch with us by submitting a Help Form at our Help Centre.
How to troubleshoot performance
If the status website says everything is okay with Timely, but you are still having problems; attempt to troubleshoot your technical difficulties via the steps below:
- Clear the cookies and cache on your web browser. This site will walk you through how to do this!
- Shut down the device (laptop, computer, iPad, etc.) entirely. This should be a full power down vs restart.
- Try a different browser (we recommend using Google Chrome)
- Shut down your web browser and relaunch it
- Check that you are using a Chrome, Safari or Microsoft Edge browser and that your browser application is up to date; as Stripe’s upload tools may not work properly with older browsers.
How to update your DNS settings
If you're able to access other sites, but the Timely website still is not loading, then this may be related to your DNS settings. A DNS is like an address book for every site on the internet, some are more reliable than others and particular settings can cause degraded performance for one or two sites while others function normally. If you’ve checked everything else, try using Google’s public DNS settings. Click this link for more information.
Get in touch!
If none of the above works, then please reach out to us and let us know. We have some questions for you to help us pinpoint what might be happening. Please make sure you have this information ready, as it helps our friendly support team in diagnosing and resolving your issue faster.
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What kind of web browser and device are you using when there are problems occurring?
You can use this site to check what browser you are using, please include your custom link when submitting a help form via our help centre.
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How fast is your internet connection?
You can use this link to check what speed your internet is running at. We need to know the ping, download speed and upload speed. http://www.speedtest.net/. The industry standard for cloud computing is 40-50Mbps Download and 20Mbps Upload.
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Are there particular parts of Timely that are causing you frequent problems? For example:
- Are there specific actions or areas e.g. raising invoices, or viewing the customers tab?
- Are there particular actions that you are trying to perform but can't?
- Are you seeing/receiving any error messages?
- Are there specific times of the day that you experience these issues?
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Are you able to take a screenshot, or video, of the problem occurring?
Here are some tips for taking screenshots.