FAQs

1. Where can I find the invoices related to my subscription?

• You have access to this info only if you are the owner. To see the invoices in the web app, you can click here: https://web.timify.com/account/invoices

2. How do I update my payment method or billing information?

​To update your payment method:

1) You can check and update your payment method by emailing us at accounting@timify.com and ask to update it. We will send you a link by email (to the email address registered as account owner on your profile) where you can choose between several automatic payment methods. In your email, please provide your login email address, your TIMIFY account ID or a copy of your most recent TIMIFY invoice for account verification.
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2) Visit your account's Billing page and select “Payment Method”, click “Manage payment methods”. You will be able to add a payment method by yourself.

To update your billing address:

• Visit your account's Billing page and select and select “Billing Details”. Click the red button with the pencil symbol in the top right-hand corner to edit the information.

3. What happens when I add new resources to my account?

When you add new resources, you'll be charged a pro-rated amount based on the time left in your billing cycle.

4.How many resources am I paying for, and where can I find this information?

To find out how many resources you are paying for in your current plan, follow these steps:

1) Check Your Account Dashboard:
You can view the details of your plan, including the number of resources (not only employees, but can also be rooms, devices, etc.) directly in your account dashboard.

a. Log in to your account.

b. Navigate to the Billing or Subscription section.

c. Here, you'll find an overview of your current plan, including the number of resources allocated.

2) Contact Support:
If you're having trouble finding this information or if you need a more detailed explanation of the resources in your plan, feel free to contact our support team. Provide your account details, and we'll be happy to assist you.

Important Notes:

• The number of resources may vary depending on your subscription plan.

• If you need to upgrade or modify your resources, you can do so by contacting us or through the settings in your account.

If you have any further questions, don’t hesitate to reach out!

5. What happens when I upgrade my plan to a higher level?

Ex. from Classic to Premium or from Premium to Enterprise

You can upgrade to a paid plan (or to a higher-level plan) at any time from your account's Billing page. Select the plan you would like and follow the prompts to complete your purchase.

Monthly and annual subscriptions are available. For more information on available plans, see our pricing page.

When you make an upgrade, you'll be charged a pro-rated amount based on the time left in your billing cycle.

If the user has already paid for an annual subscription, our billing team will issue a refund for the unused period when they join your organization, with no additional action required. If the original payment is in progress, we will issue refundable credits, which can be offset against future billing or refunded on request.
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5a. What happens when I downgrade my plan to a lower level?

Ex. from Premium to Classic or from Enterprise to Premium

Just like for the upgrade, you can downgrade to a lower-level plan from your account's Billing page in the web app https://web.timify.com/subscriptions or contact our support team.

You cannot downgrade at any time, like for the upgrade, but only at the end of your existing contract. Select the plan you would like and follow the prompts to complete your purchase. To downgrade, you need to cancel your existing contract and start a new one at a lower level.

6. Has my payment been processed successfully?

You can check the status of your payment from your account's Billing page by scrolling to the bottom of the page and viewing your Transaction history.

• If the Payment Status is Paid, then your payment has been processed successfully.

• If the Payment Status is Failed, you can update your billing information following the instructions described above.

7. Can I cancel my recent payment and get a refund?

All payments are generally non-refundable, which you can read about in the Terms and Conditions agreed to upon signing up for your subscription.

Please note that TIMIFY is a business software, and any consumer protection legislation generally does not apply.

If you have any questions about your payments, feel free to contact our support.

8. Can I cancel my contract?

According to our T&Cs unless otherwise agreed, the two subscription options have the following terms and notice periods:

The annual Contract has a regular term of twelve months and will thereafter be extended automatically for successive periods of twelve months each unless terminated by either party with four weeks’ notice prior to the expiration of the Contract.

The monthly Contract has a regular term of one month and will thereafter be extended automatically for successive periods of one month each unless terminated by either party at the end of the term.

If your subscription started before May 2023 according to the T&Cs at the time of your registration:

Unless otherwise agreed between the parties, the notice period for the respective service profile shall be twelve (12) weeks until the end of the agreed contractual period. In case of doubt, any notice of termination shall be effective only in respect of the service profile indicated in each case.

If the contractual relationship is not terminated in due time, it shall, in the absence of any agreement to the contrary, be extended by the respective previous (minimum) term of twelve (12) months.

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.