Why have we asked you to update your credit card?
At Timely, we’re changing the way we take your monthly subscription payment. Everything will be the same for you, but in the background we’re using a different provider to process your payments.
Timely is switching to Stripe, the same provider we use for TimelyPay and our terminals.
What does this mean for you?
We need you to login to Timely and re-enter your credit card details. This should only take you five minutes, and won’t affect how much you pay or the way you pay for Timely.
Your Timely subscription will still be processed automatically at the same time each month as it is now.
What happens if I don’t make the change?
Nothing. We will continue to take payments as we do now. Once your credit card expires or you want to update your payment details, we will automatically do this process through our new provider, Stripe.
Why doesn’t it look any different?
Exactly! This is a technical change in the way our software takes payments, it doesn’t affect the process for you. You shouldn’t notice any change at all.
Is it safe?
We’ll never ask you for passwords or credit card details over email or the phone. We’re keeping this process safe by asking you to only update it once you’ve securely logged into Timely.
How do I update my credit and debit card details?
- Head to Account > Billing.
- In the Billing details tab, scroll down to the Payment information section.
- Click the Update card details button.
- Enter the new card information:
- Click Save to finish.
Note: When you add a new card or change your existing card details, your account will be charged a temporary $1 fee to authorise the card. This will be reversed shortly afterwards.
FAQs
| Am I going to have to pay more money? | This change won’t affect how much you pay or the way you pay for Timely. |
| Why am I having to do this now? | It’s not essential that you do it now. But we are planning to move all customers over in the next couple of months. So, we’ve made it as easy as possible for you to change it now. |
| How long do I need to wait for my $1/£1 to be reimbursed and what to do if I don’t see it | It normally takes 5-7 days, but could be up to 14 days. Or the reversal can happen when your billing payment is taken – whatever is sooner. |
| What happens if I don't update my credit card details? | Nothing. We will continue to take payments as we do now. We may get in touch in the future to help you move over if you don’t want to do it now. |
| How does Timely keep my credit card details safe | Timely uses the same security standards that banks use when taking payments online. Payment data is encrypted to protect from hackers and fraud, and we don’t store any credit card data in Timely – we follow strict Payment Card Industry Data Security Standard (PCI DSS) guidelines to keep your credit card information safe and secure. |
| Is this a scam? | We’ll never ask you for passwords or credit card details over email or the phone. We’re keeping this process safe by asking you to only update it once you’ve securely logged into Timely. |
| What is Stripe? | Stripe is a financial services software that helps us take credit and debit card payments for your Timely subscription. Stripe uses best-in-class security practices to maintain a high level of security. You can read more about their security here. |
| Is Stripe and Timely the same company? | Timely and Stripe are separate companies. Timely is part of EverCommerce and Stripe is its own entity. We work together closely for TimelyPay, Timely Terminals and now to take our customers’ subscription payments. |
| Will my payment date change? | No. There’ll be no change to the timing of your payments. This will continue on as normal. |