Time: Nov. 22, 2024, 4:25 a.m.

Status: Resolved

Update: We are happy to report that this issue is now resolved! Thank you for hanging in there with us. By now you will have noticed your Timely performing normally, as expected. Our Support team are always happy to hear from you, so if you have any further questions, please reach out to us at [email protected].

Time: Nov. 21, 2024, 5:14 a.m.

Status: Identified

Update: We've restored the majority of functionality to synchronising invoices to Xero. At this point in time most customers should see their invoices automatically synchronising with Xero! We’re actively monitoring the system to ensure the fix is working as expected. Thanks for bearing with us. Invoices created between 12:00pm and 4:45pm NZT may not have been synchronised with Xero. In the meantime, these can be manually synchronised using the 'Sync to Xero' functionality on the invoice screen in Timely. See https://help.gettimely.com/hc/en-gb/articles/360062955453-How-to-manually-sync-invoices-to-Xero for more information. Rest assured that the tech team is looking into sorting this out for you and we hope to have an update in the next 24 hours. Still having issues with invoices or payments not appearing in Xero? Please reach out to our friendly Support team via https://help.gettimely.com/hc/requests/new and we’ll get back to you shortly.

Time: Nov. 21, 2024, 5:05 a.m.

Status: Identified

Update: We’re making progress! Our tech team has successfully identified that problems synchronising invoices with Xero has been caused by a change we made to improve the security of the application and are applying a fix as quickly as possible. We’re really sorry if this has caused a hiccup in your day - we’ll have invoice synchronisation with Xero back up and running as soon as we can.

Time: Nov. 21, 2024, 5:03 a.m.

Status: Identified

Update: We've identified an issue where invoices created in Timely aren't automatically synchronising with the accounting package Xero - our apologies, we know this isn’t ideal! Hang tight, our tech team is working hard to identify what’s causing this and will apply a fix as soon as possible. If you have any concerns, our support team is happy to assist. Please reach out to us on this form https://help.gettimely.com/hc/requests/new and we’ll get back to you shortly. Otherwise, we’ll keep you updated on our progress here every hour or so.

Time: Nov. 13, 2024, 8:02 a.m.

Status: Resolved

Update: This incident is now resolved. The affected reports might be missing some data from the past 5 hours right now, but should update as the system refreshes its data over the next couple of hours.

Time: Nov. 13, 2024, 7:14 a.m.

Status: Monitoring

Update: We have been advised by our data provider that they have now resolved the issue. We can confirm that things are looking good and the affected reports are now working as expected. We'll continue to monitor to ensure things are working as expected.

Time: Nov. 13, 2024, 5:31 a.m.

Status: Identified

Update: We are experiencing issues with several Timely reports, including the Client Overview, Stock Movement, and Customer Credit reports. These reports are currently unavailable. We sincerely apologize for this disruption to your work. Our team is actively collaborating with our data provider to resolve this issue. The provider has confirmed they are working on a fix and will provide an update within the next 2 hours. All other Timely features are functioning normally. We will update this status page as soon as we receive new information.

Time: Nov. 7, 2024, 8:20 p.m.

Status: Resolved

Update: We can confirm this incident was resolved at 8:55 NZT this morning. We've identified the root cause and have fixes coming to prevent this happening again. Our apologies for this.

Time: Nov. 7, 2024, 3:42 a.m.

Status: Identified

Update: The issue has been identified and a fix is being implemented.

Time: Nov. 7, 2024, 3 a.m.

Status: Investigating

Update: We're currently investigating an issue with our Beta Calendar's live updates functionality. Live updates have been failing since ~2:45 PM NZDT. In the meantime, you can either refresh your web browser to update Calendar manually, or can toggle back to our Old Calendar via the user profile menu on the top right of the web application.

Time: Aug. 9, 2024, 4:52 a.m.

Status: Resolved

Update: The fix has been working well and everything has been stable for the past 20 minutes.

Time: Aug. 9, 2024, 4:39 a.m.

Status: Monitoring

Update: We have applied a fix and Timely is now performing much better - we will continue to monitor closely

Time: Aug. 9, 2024, 4:35 a.m.

Status: Identified

Update: As of 4.15pm New Zealand Time, Timely is experiencing a temporary outage, which means all customers will notice Timely running slowly at this time. We know this is frustrating. Our tech team is identifying the root cause and is working to resolve this issue with urgency. If you have any concerns, our Support team is happy to assist - please fill in the form here - https://help.gettimely.com/hc/en-gb/requests/new and we’ll get back to you shortly. Hang tight - we’ll provide updates here every 10 minutes, as we have already begun to make progress towards resolving the issue.

Time: Aug. 9, 2024, 4:31 a.m.

Status: Investigating

Update: We are currently investigating a problem with Timely running very slowly for most users

Time: Aug. 8, 2024, 6:36 a.m.

Status: Resolved

Update: Good news, the issue with the Timely app on iPads is now resolved and everything should be working as expected! In version 2.15.7 of the app, we accidentally introduced a bug that caused the application to crash on an iPad when accessing the Terminal settings screen. The most impacted users were those needing to use this screen to pair a terminal to their iPad and process payments. The team has fixed the bug in a new version of the app. Users can resolve the issue by updating their Timely iOS app to 2.15.8. We know disruptions like this can be frustrating, and we appreciate your patience. If you notice something seems off, or you have further questions, our support team is always happy to hear from you. Reach out to us at https://help.gettimely.com/hc/en-gb/requests/new.

Time: Aug. 8, 2024, 6:26 a.m.

Status: Monitoring

Update: Great news! A new version of the Timely iOS app has been released. Please make sure you update to version 2.15.8. With this release, users can now access the Terminal settings page in the Timely app on an iPad, and will be able to pair a terminal. We're actively monitoring the system to ensure the fix is working as expected. Thanks for bearing with us. Still having issues with the Timely app on iPad? Please reach out to our friendly Support team via https://help.gettimely.com/hc/en-gb/requests/new and we’ll get back to you shortly.

Time: Aug. 8, 2024, 12:02 a.m.

Status: Identified

Update: We're making progress! Our tech team has successfully identified an app crash occurring when navigating to the TimelyPay settings on an iPad running Timely version 2.15.7 and are applying a fix as quickly as possible. We're really sorry if this has caused a hiccup in your day - we'll have an updated version of the app, 2.15.8, available in the Apple app store as soon as we can. This is already with Apple waiting for approval. In the meantime, if you are a touchscreen terminal user, you may continue taking payments via the Timely web app. If you are a mini-terminal user, it's possible that your terminal will automatically reconnect and you will be able to continue taking payments uninterrupted. If your connection is not re-established, a temporary workaround is to pair the mini-terminal to an iPhone if available. If you're on Timely version 2.15.6, this will not affect you. We will provide another update once we hear back from Apple.

Time: Aug. 7, 2024, 11:56 p.m.

Status: Identified

Update: We are aware of an issue affecting some iPad users. Navigating to the TimelyPay connection settings on an iPad running version 2.15.7 causes the app to crash affecting a maximum of 888 customers. This may prevent customers from manually pairing a TimelyPay terminal.