How to enable your clients to redeem packages online – Timely

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Clients can book and redeem package appointments through online booking. When booking, they will see a prompt if an eligible package is available for that appointment. This article explains how to enable online package redemption for your clients.

What you need to know

Clients can book and redeem package appointments through online booking. When booking, they will see a prompt if an eligible package is available for that appointment.

Timely notes:

Online redemption is only available for new packages. If you're using legacy packages (concessions), this feature is not yet supported. Contact your Customer Success Manager to learn about upgrading to new packages.

Client Login must be set to either optional or mandatory for this feature to work. Learn how to enable client login in our help guide How to enable and setup the client login feature.

How to enable online package redemption

1 Head to setup from the main menu in your Timely account dashboard, and select packages from the list of options.

2 Next check allow all packages to be redeemed online and click save to apply your changes.

3 Lastly, check that Client Login is set to either optional or mandatory. You can learn about client login in our help guide How to enable and setup the client login feature. Once enabled, all your new packages (excluding archived/legacy packages) become available for online redemption.

Timely note: this setting is off by default. New Timely accounts who activated after 31 March 2026 will have it enabled automatically.

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How it works for your clients

A Your client starts by selecting a service and time through your online booking page. For packages with multiple services (e.g. manicure + pedicure), clients can select services from the main menu or from the add-ons screen if you have add-ons configured.

B Your client will then log in (required to view packages), and on the confirmation screen the following prompt will appear "good news, you have a package".

C From here, they will click redeem package, the package service(s) will be reserved by this booking, and the booking will complete with no additional charge.

D You then take the client through checkout like normal (a package is only redeemed when the booking is marked as completed).

You're still in control of package sales

Online redemption lets clients book their package appointments themselves, but you still control which packages you sell and to whom. You continue selling packages in-store during consultations, where you can recommend the right package based on each client's goals and treatment plan. Online redemption simply removes the manual work once the package is sold, allowing you to focus on doing what you love.

What works with online redemption

Category	Details
Package types	Packages with one service repeated multiple times (e.g., 5 facials or 3 massages) Packages with different services bundled together (e.g., manicure + pedicure, or facial + mask)
Client eligibility	Clients who have one active package with a paid invoice
Booking process	Packages redeem automatically (no manual work) Clients can select from main menu or add-ons No deposit or card details required when redeeming a package

What doesn't work with online redemption

Category	Details
Client limitations	Clients with more than one active package (i.e. the client has bought more than one package and those packages are currently active/unexpired) Clients can't see full package details or package balance remaining
Booking limitations	Clients can't mix package and non-package services in one booking (e.g., they can't book a package manicure and a non-package pedicure at the same time)
Package control	You can't choose which packages are available to be redeemed online (all or nothing)

Frequently Asked Questions

I don't see the "Allow all packages to be redeemed online" checkbox. Why not?
This feature is only available if you're using new packages. If you're still on legacy packages (concessions), you won't see this option. Contact our Support Team to learn about upgrading to new packages, this will give you access to online redemption.
Do clients need to log in?
Yes. Clients must be logged in to see and redeem their packages. Client Login must be set to either optional or mandatory for this feature to work.
Can I sell packages online?
No. Packages are still sold in-store only, which means clients can only redeem online the packages you've already sold them.
Can clients see what’s left in their package balance?
No. Clients will see a notification that they have a package available after they log in, but they won't see the full package details or remaining package balance during booking.
What happens if a client cancels an online package booking?
The service returns to their package balance automatically.
Can I choose which packages are available online?
No. When you enable online redemption, it applies to all packages.
Will this work with deposits?
Package appointments booked online will override your deposit settings. Since the package covers the full cost of the appointment, no deposit is collected when a client redeems a package.
What happens if a client cancels within my cancellation policy window?
Standard cancellation policy rules apply. If a client cancels a package appointment within your cancellation policy window (e.g., 24 or 48 hours), the service returns to their package balance according to your policy settings.
What happens if I have card capture enabled and a client redeems a package online?
When a client redeems a package online, they bypass the card capture page, so their card details won't be on file. If they have previously saved their card on file, then this will be visible in their client profile.