Timely Limited Outage History

Started Jun 23, 2025, 11:08 PM UTC· resolved Jun 23, 2025, 11:28 PM UTC

1. investigating Jun 23, 2025, 11:08 PM UTC

   We are investigating a problem preventing some new bookings from being made and are working fast to get this resolved

2. monitoring Jun 23, 2025, 11:19 PM UTC

   We've found and fixed the problem and can see that all bookings are being created successfully now. We're very sorry for any inconvenience caused and will continue to monitor extra closely to be sure that everything is running well.

3. resolved Jun 23, 2025, 11:28 PM UTC

   This incident has been resolved.

Read the full incident report →

Started Jun 10, 2025, 04:11 AM UTC· resolved Jun 10, 2025, 08:50 PM UTC

1. investigating Jun 10, 2025, 04:11 AM UTC

   We are currently investigating some degraded performance with the cash-up feature. You may experience slowness or inability to close the register when performing a cash-up.

2. monitoring Jun 10, 2025, 04:41 AM UTC

   We appreciate you keeping an eye on the Timely ‘Status’ Page. Our tech team have identified the issue, and have applied a fix. We are continuing to monitor the situation to ensure this doesn’t happen again.

3. resolved Jun 10, 2025, 08:50 PM UTC

   This incident has been resolved.

Read the full incident report →

Started Jun 03, 2025, 02:56 AM UTC· resolved Jun 03, 2025, 09:10 PM UTC

1. monitoring Jun 03, 2025, 02:56 AM UTC

   Due to a refresh process in our reports partially failing this morning, some customers may be experiencing an issue with out-of-date data in the following reports: - Executive Summary - Future Value - Appointment Schedule Some information in your dashboard may have also not refreshed correctly overnight. We're currently monitoring the process, and we expect this to resolve with the next refresh at 4am NZT.

2. resolved Jun 03, 2025, 09:10 PM UTC

   The reports refresh process has run as expected overnight, and all data in our reports will be up to date.

Read the full incident report →

Started May 13, 2025, 10:25 PM UTC· resolved May 14, 2025, 09:57 PM UTC

1. identified May 13, 2025, 10:25 PM UTC

   We're aware of an issue related to parts of Timely that are causing slowdowns occasionally for some of our customers. We've identified the cause and we're currently working to fix this. We do not currently see widespread impact for our customers.

2. monitoring May 14, 2025, 03:18 AM UTC

   A fix has been implemented and we are monitoring the results.

3. resolved May 14, 2025, 09:57 PM UTC

   This incident has been resolved.

Read the full incident report →

Started May 13, 2025, 03:24 PM UTC· resolved May 13, 2025, 04:34 PM UTC

1. investigating May 13, 2025, 03:24 PM UTC

   We are investigating slower than normal SMS and Email sending times. We are very sorry for the inconvenience and are doing everything we can to get these important messages sending on time.

2. identified May 13, 2025, 03:39 PM UTC

   We have found out why these messages are slow to send and are working to resolve this as soon as possible.

3. identified May 13, 2025, 03:49 PM UTC

   SMS sending is now back up to full speed, however there is still a backlog of emails to get through as our system catches up.

4. resolved May 13, 2025, 04:34 PM UTC

   Our fix is working well and all email and SMS sending is back to full speed.

Read the full incident report →

Started Apr 15, 2025, 10:10 AM UTC· resolved Apr 15, 2025, 11:17 AM UTC

1. investigating Apr 15, 2025, 10:10 AM UTC

   Timely reports and booking related emails are experiencing some degraded performance. 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 reach out to https://help.gettimely.com/hc/en-gb/requests/new and we’ll get back to you shortly. If deemed necessary: We’ve closed our phone lines so the team can respond to the volume of emails coming through. This is a temporary measure during an outage and we thank you for your patience! Hang tight - we’ll provide updates here every (insert time period here, ideally no more than 30 minutes).

2. investigating Apr 15, 2025, 10:52 AM UTC

   We’re making progress! Our tech team has successfully identified that reports issue has been caused by a slow process in our backend database 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 reports back up and running as soon as we can.

3. monitoring Apr 15, 2025, 11:02 AM UTC

   Reports are all fixed! The booking related emails will take a while to clear up. We’re actively monitoring the system to ensure the fix is working as expected. Thanks for bearing with us. Still having issues with reports. 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.

4. resolved Apr 15, 2025, 11:17 AM UTC

   Good news, the issue with the performance of reports and emails is now resolved and everything should be working as expected! The root cause is that one specific report has consumed most of the resources of our backend database. We have identified and fixed it. 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.

Read the full incident report →

Started Apr 03, 2025, 10:56 PM UTC· resolved Apr 04, 2025, 03:35 AM UTC

1. investigating Apr 03, 2025, 10:56 PM UTC

   We're currently investigating an outage with our reporting service, which is affecting all customers. 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 reach out to https://help.gettimely.com/hc/en-gb/requests/new and we’ll get back to you shortly. Hang tight - we’ll provide updates as soon as we're able!

2. investigating Apr 03, 2025, 11:58 PM UTC

   We are continuing to investigate this issue. Hang tight - we’ll provide updates as soon as we're able!

3. investigating Apr 04, 2025, 01:05 AM UTC

   We are continuing to investigate this issue. Hang tight - we’ll provide updates as soon as we're able!

4. monitoring Apr 04, 2025, 02:18 AM UTC

   We've applied fixes to the reports and they should all be working now. We're continuing to monitor for errors. Thank you for your patience.

5. monitoring Apr 04, 2025, 02:18 AM UTC

   We are continuing to monitor for any further issues.

6. resolved Apr 04, 2025, 03:35 AM UTC

   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!

Read the full incident report →

Started Feb 02, 2025, 02:23 AM UTC· resolved Feb 10, 2025, 12:40 AM UTC

1. identified Feb 02, 2025, 02:23 AM UTC

   We're aware of issues with Timely sending SMS messages to USA and some international numbers. We're working with our provider on solving this issue as soon as we can.

2. identified Feb 03, 2025, 02:26 AM UTC

   We’re making progress! We've successfully worked with our provider to resolve sending of SMS messages in the UK. 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/requests/new. There are some remaining issues with SMS in the US. Some customers may receive reports of clients unable to book online due to not receiving the one-time code via SMS. We're working with our provider on solving this issue as soon as we can. We're really sorry for this interruption - we'll have you back up and running as soon as we can.

3. identified Feb 05, 2025, 02:22 AM UTC

   We've successfully resolved most of the issues with SMS in the US, however we are still working on issues relating to sending of Ad Hoc and Campaign SMS in the US. We're working with our provider on solving this issue as soon as we can. We're really sorry for this interruption - we'll have you back up and running as soon as we can.

4. resolved Feb 10, 2025, 12:40 AM UTC

   Good news, the issue with Ad Hoc and Campaign SMS in the US is now resolved! This means all SMS messages in the US are back to working as expected. 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/requests/new. We know outages are inconvenient and we’re sorry for any disruption we may have caused.

Read the full incident report →

Started Jan 20, 2025, 12:15 AM UTC· resolved Jan 20, 2025, 01:16 AM UTC

1. investigating Jan 20, 2025, 12:15 AM UTC

   We have been made aware of an issue affecting some customers where terminals may fail to pair successfully with their system. We are investigating the issue and will provide a further update in the next 30 minutes as we uncover more information.

2. identified Jan 20, 2025, 12:50 AM UTC

   We are continuing to investigate the issue. There appears to be a regional issue affecting terminals that have been disconnected from the Timely system and being unable to pair again. Re-pairing the terminal resolves the issue in some cases and we will update this issue in the next 60 minutes when we've uncovered more information.

3. resolved Jan 20, 2025, 01:16 AM UTC

   We have identified an interruption to terminal pairings for customers who have connected to their terminal prior to January 19th (UTC). Re-pairing the devices should restore connectivity to normal operations.

Read the full incident report →

Started Dec 26, 2024, 09:19 PM UTC· resolved Dec 27, 2024, 09:01 PM UTC

1. investigating Dec 26, 2024, 09:19 PM UTC

   We're currently investigating issues with Timely seeing delays with SMS and Email sending. Our team are looking into the issues.

2. identified Dec 26, 2024, 10:20 PM UTC

   The issue has been identified with our provider and they are looking to apply a fix

3. identified Dec 27, 2024, 02:57 AM UTC

   We're continuing to see issues with our upstream infrastructure provider that is causing issues in our application. We have put in place a mitigation for the web application, but continue to see Email Sending being significantly delayed. The emails are sending but take some time. SMS seems to be operating as normal but we're monitoring this. We are reliant on our infrastructure provider for a fix, but we will continue to post updates, next one will be within the next three hours.

4. monitoring Dec 27, 2024, 08:50 AM UTC

   We have implemented fixes to work around the issues with our infrastructure provider and expect systems to be running as normal for our customers

5. resolved Dec 27, 2024, 09:01 PM UTC

   Our Infrastructure provider has informed us that the underlying issues are now fixed and we are seeing everything back to normal

Read the full incident report →

Started Dec 18, 2024, 02:06 AM UTC· resolved Dec 27, 2024, 09:02 PM UTC

1. investigating Dec 18, 2024, 02:06 AM UTC

   We have numerous reports of Timely running slowly. We are very sorry for the inconvenience, and are actively working to resolve the issue.

2. investigating Dec 18, 2024, 02:10 AM UTC

   We are continuing to investigate this issue.

3. identified Dec 18, 2024, 02:20 AM UTC

   We have identified the where the root of the issue is and our engineering team is all hands on deck working to restore service

4. identified Dec 18, 2024, 02:26 AM UTC

   We've made some progress getting the main timely website back online, however the iOS app is still completely down at present. We are hoping to restore service as soon as possible.

5. monitoring Dec 18, 2024, 02:41 AM UTC

   We have implemented a fix and the main application is now working at normal speeds. The iOS app is performing much better, but still more slowly than we'd like and we are continuing to work to improve this.

6. identified Dec 18, 2024, 04:21 AM UTC

   We’re making progress! We've identified the issue and have a plan to fix it. We'll be doing some maintenance to resolve it. There might be a slight outage at this time however we expect it to be short (you may need to refresh). This will happen at 7:45pm NZST 5:45pm AEDT 6:45am GMT 1:45am EST 10:45pm PST

7. monitoring Dec 19, 2024, 01:44 AM UTC

   Yesterday we conducted some maintenance and the iOS app is all fixed! We’re actively monitoring the system to ensure the fix is working as expected. Thanks for bearing with us. We will continue to monitor closely for the next 24 hours. Still having issues with Timely or the iOS app? Please reach out to our friendly Support team via https://help.gettimely.com/hc/requests/new and we’ll get back to you shortly.

8. resolved Dec 27, 2024, 09:02 PM UTC

   This incident has been resolved.

Read the full incident report →

Started Nov 29, 2024, 04:44 AM UTC· resolved Dec 05, 2024, 07:46 AM UTC

1. investigating Nov 29, 2024, 04:44 AM UTC

   Our SMS provider has advised that they are experiencing extremely high demand due to Black Friday and as such SMS delays are occuring in most countries. We're seeing that SMS messages are being sent, but it can take up to 30 minutes in some cases. We'll continue to monitor and share updates from our SMS provider as to when they hope to get SMS sending back to full speed.

2. investigating Nov 29, 2024, 07:16 AM UTC

   The slow SMS sending appears to be restricted to certain countries including: Australia, Philipines, Malaysia and multiple countries in Africa. UK and US appear to be sending at normal speeds. We're continuing to monitor updates from our SMS provider(s)

3. investigating Nov 29, 2024, 07:02 PM UTC

   We're continuing to monitor for updates from our SMS providers and they have advised that SMS sending in North America is also delayed

4. investigating Nov 30, 2024, 05:32 AM UTC

   Our SMS provider is still reporting delays in some regions but overall things are being delivered faster, and to more regions than on Friday. SMS delivery in Australia, Philipines and Malaysia is reportedly working at full speed now, though the US is still experiencing some delays

5. resolved Dec 05, 2024, 07:46 AM UTC

   We have been advised that all SMS delivery times are now back to normal

Read the full incident report →

Started Nov 21, 2024, 01:45 AM UTC· resolved Nov 22, 2024, 04:25 AM UTC

1. identified Nov 21, 2024, 05:03 AM UTC

   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.

2. identified Nov 21, 2024, 05:05 AM UTC

   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.

3. identified Nov 21, 2024, 05:14 AM UTC

   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.

4. resolved Nov 22, 2024, 04:25 AM UTC

   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].

Read the full incident report →

Started Nov 13, 2024, 05:31 AM UTC· resolved Nov 13, 2024, 08:02 AM UTC

1. identified Nov 13, 2024, 05:31 AM UTC

   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.

2. monitoring Nov 13, 2024, 07:14 AM UTC

   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.

3. resolved Nov 13, 2024, 08:02 AM UTC

   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.

Read the full incident report →

Started Nov 07, 2024, 03:00 AM UTC· resolved Nov 07, 2024, 07:55 PM UTC

1. investigating Nov 07, 2024, 03:00 AM UTC

   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.

2. identified Nov 07, 2024, 03:42 AM UTC

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

3. resolved Nov 07, 2024, 08:20 PM UTC

   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.

Read the full incident report →