FAQs

1. How can I make a payment, and what terms are available?

To make a payment for your account, please follow these steps:

Making a Payment

1.Log into your Account:

• Visit your account page https://web.timify.com/account and sign in with your account credentials.

2. Navigate to the Billing section:

• Once logged in, go to the Billing or Payment section of your account dashboard.

3. Choose a Payment Method:

• You can choose from the available payment methods (e.g., credit card, PayPal, Direct debit, etc.). Select your preferred option and follow the instructions provided.

4. Enter Payment Details:

• Enter the required payment information and confirm the amount. Review the payment details to ensure everything is correct.

5. Complete the Payment:

• Once you’ve confirmed your payment details, submit the payment. You will receive a confirmation email once the payment is successfully processed.

Usually, our payment terms are 30 days from the invoice date for manual payment by bank transfer, or payment by invoice date if there is an automatic payment method.

• Payment Frequency: Depending on your subscription, you may be billed either monthly or annually. You can view the payment frequency in the Subscription or Billing Overview section of your account.

• Late Payments: If a payment is overdue, your account may be subject to a temporary downgrade or suspension. Please ensure payments are made on time to avoid service interruptions.

• Cancellation: If you choose to cancel your subscription, any outstanding payments must be settled according to our Terms & Conditions. Refunds will not be made for partial billing cycles.

• Invoices: Invoices are available in your account dashboard and can be downloaded for your records. You will also receive a notification when an invoice is generated.

If you need assistance with payment or have any questions about payment terms, feel free to reach out to our support team!

Important Notes:

• If the card on file doesn’t have sufficient funds - The invoice will remain unpaid, and you will receive email reminders about it. You must update your card or change your payment method.

• If you need to update your payment method on file - Go to your billing page and select Edit payment details. Once the payment method is updated, payment should be processed and reflected in your transaction history at the bottom of the page, as explained above.

• If the card on file now has sufficient funds, or if you updated your payment method - Our system automatically attempts a charge every 24 hours. You can wait for the system to retry the transaction, or feel free to contact our support team.

2) How can I get in touch with the billing department?

For general billing assistance, please contact our support team on our website in the chatbot, clicking “contact us” and select “I am a user and have billing/payment request”. Please be prepared to provide your login email address or a copy of your most recent invoice for account verification.

3. When does my current contract expire?

Visit your account's subscriptions page here https://web.timify.com/subscriptions, and you can see everything about your plan, even the expiration date.

4. How can I remove the scheduled cancellation of my contract?

a. If you’ve previously cancelled your contract but now wish to keep it active, we can assist with reversing the cancellation. Please follow these steps:

1. Contact Support: Reach out to our customer support team as soon as possible. You can do thisby contacting our support team on our website in the chatbot, clicking “contact us”.

2. Provide Your Details: When you contact us, please include your account details (name, email, and any relevant contract information) so we can easily locate your cancellation request.

3. Review & Confirm: Our team will review the cancellation request and, if possible, remove the scheduled cancellation. You will receive a confirmation once the cancellation has been undone and your contract remains active.

b. You can also remove a scheduled cancellation by yourself

1. Visit your account's subscriptions page here https://web.timify.com/subscriptions.

2. In the section “Upcoming Changes”, you need to click “Revoke changes”.
   ​

   

3. Once clicked, you will return to the calendar page with the confirmation that your existing subscription plan has been reinstated.
   ​

   

Important Note: The cancellation can only be reversed if it hasn’t already been processed or if your cancellation is within a certain timeframe. In case it's no longer possible to reverse the cancellation, we’ll inform you of the next steps or alternative options.

For any further questions, feel free to reach out!
​

5. How can I reactivate my plan after a downgrade due to unpaid invoices?

If your plan was downgraded due to unpaid invoices and you'd like to reactivate it, here's what you need to know:

1. Clear Outstanding Payments: Before we can reactivate your plan, ensure that all outstanding invoices have been paid in full. You can view and pay any unpaid invoices on your profile, authorizing payment using the payment method entered in the profile or by bank transfer.

2. Contact Support: After clearing your invoices, reach out to our customer support team to request the reactivation of your plan. Be sure to include your account details (name, email, and any relevant contract information) so we can quickly assist you.

3. Review Plan Availability: Depending on your payment history and the specific plan, reactivation might be subject to availability or terms. If your original plan is no longer available, our team will help you explore suitable alternatives.

4. Confirmation: Once your payment has been confirmed and your plan has been reactivated, we’ll send you a confirmation email. You’ll regain access to all features associated with your previous plan.

Important Notes:

• Reactivation can only occur once all payments have been cleared.

• If your plan has been downgraded for an extended period, some features may no longer be available, and you may need to upgrade again.

For any further questions, feel free to contact our support team!

6. Was I sent to a debt collection service?

If you're concerned about your account being sent to a debt collection service, here’s what you need to know:

1. Debt Collection Process: If you have unpaid invoices for an extended period and have not responded to our attempts to reach you, we may have escalated the issue to a debt collection service. This typically occurs after multiple reminders and attempts to resolve the payment issue.

2. How to Check: If you’re unsure whether your account has been sent to a debt collection service, please contact our customer support team. Provide your account details (name, email, and any relevant contract information), and we’ll be able to confirm the status of your account.

3. Next Steps: If your account has been sent to a debt collection service, you’ll be informed about the process and the steps you need to take to resolve the outstanding balance. We recommend paying any overdue invoices as soon as possible to avoid any further complications.

4. Payment and Reactivation: If your account has been with a debt collection service, once the balance is paid, we can assist with reactivating your services, depending on the status of your account.

Important Notes:

• To avoid debt collection, please ensure that all invoices are paid on time.

• If you’re facing difficulties with payments, please contact us early so we can discuss possible solutions.

For any further questions or to clarify the status of your account, don’t hesitate to reach out to our support team!

For general billing assistance, please contact accounting@timify.com. Alternatively, feel free to visit our website and, in the chatbox, select 'I have a billing/payment request' to speak with an agent.