Below are answers to some of our most common questions. Have a question that's not listed here? Reach out to us at [email protected] or Business and Enterprise users can call us at +1 202-753-7351 and we'd be happy to answer it for you.
Q. Your Team Professional plan says that I can add five extra staff for $10/month. What’s considered a staff person? Why would I need more than one staff person?
A. Every appointment that is added to your TimeTap account is put on a staff person’s calendar. In most cases, the staff person refers to the person at your organization that is assigned to meet with the client for the appointment. This may be a specific person or you can use a generic naming system and whichever member of your team is available at the time can take the appointment.
For example, let's say you own a photo studio and offer portrait sessions in 2 hour time segments. Your photographer Jane Doe is generally available between 8:00am - 5:00pm to take appointments, but one of your clients has booked a portrait session with her from 10:00am - 12:00pm. This appointment was added to Jane’s calendar and no other clients will be offered the 10:00am - 12:00pm time slot on that day.
Let’s say you also have a photographer named John Smith. If he does not have any appointments booked between 10:00am - 12:00pm on that day, a client could book a portrait session with him in that timeframe since he is available. Thus, adding more than one staff person to your account means that you can have multiple appointments booked at the same time, just on different staff members’ calendars.
Q. How long does it take to get my account set up to take appointments? If I need help getting my account set up, how can I get support?
A. Our support team is readily available on Monday - Friday between 9:00am - 6:00pm Eastern time by chat, email, or phone (phone is reserved for our TimeTap Professional & Business accounts). While there are some issues or feature requests that take longer to fix or implement, the majority of issues and questions submitted during those hours get same-day resolutions.
When you sign up for an account, you will go through a quick setup process to get your account ready to accept appointments. After you get through the setup, you can customize TimeTap to your heart’s desire. Feel free to send any questions you have about how TimeTap can be tweaked to match your business needs to our support team at [email protected].
We also recommend checking out our documentation site for further details on how to customize your account. Many basic questions are answered there, but if you need help finding a specific piece of documentation, just ask!
Q. What kind of security does TimeTap have in place? Is my data backed up and protected?
A. We take security (along with privacy) very seriously. We follow all processes to comply with HIPAA and PCI standards.
We store our servers and data at Amazon. You can read about their security here.
We do not delete any data and intend to retain data for at least 7 years (if not longer).
We get our servers scanned regularly for vulnerability. We take full backups hourly and store them at a remote location. We store the backups online on more expensive hard drives than offline media (tapes etc.) since they tend to be more reliable.
Q. If I don’t have a website, how can my clients book appointments?
A. Every TimeTap account comes with a free scheduling landing page where you can direct clients to book an appointment with you. We call this your “Mini Website”, and you can customize this page with your own logo and any text you may want to add.
If you end up building a website for yourself, we also offer embed options for you to easily add your scheduler to your website. The code is already written for you in the app so all you have to do is grab it and paste it into your website’s editor. For TimeTap Professional users, you can embed a private scheduler for every service, class, and staff person at your organization.
If you want to check out how our Mini Website looks, click here to see an example.
Q. I am willing to try out your software, but if it doesn’t work for me then I’ll need to go with a different scheduling system. What is your cancellation policy?
A. While we’ve made TimeTap very versatile for different industries, we know that every business has unique needs and we can’t solve everyone’s most pressing scheduling challenges. We would love for you to sign up and check out whether or not TimeTap will work for you, but if it doesn’t you can cancel from right within the app at any time.
The only thing we ask for is a bit of feedback to help us improve. We read every piece of feedback we get, so thank you ahead of time for providing us with detailed responses. If you are currently looking for details on how to cancel, you can find information on that on our documentation site, linked to right here.
If you are already a paying subscriber, you can cancel and your billing will stop effective immediately. If you are a seasonal user and just need to hibernate your account for a few months, you can use the "Hibernate Account" feature and we will save your data to reactivate your account in the future.
Q. What is the difference between Services and Classes? What does a limit of just one class mean for the Free account?
A. Services are 1-on-1 appointments between a client and one of your staff. When you are setting up a service, you define how long an appointment for the service will last, which will then break down your staff member’s availability into equal time slots. So if a staff person is available from 9-5 and your service is set to a duration of 1 hour, appointments can be offered from 9-10, 10-11, 11-12, 12-1, 1-2, 2-3, 3-4, and 4-5.
Classes are group based appointments which allow you to define a max capacity for how many clients can book into the same time slot. When you add a class to your TimeTap account, you also need to set up a schedule that that class meets on. The class schedule will create individual sessions which are on the dates and times that the class meets.
On TimeTap Professional, you can add as many different types of classes as you want. On our Free account, you can only add one class, but there can be an unlimited number of appointments booked into those class sessions.
Q. I’ve tried out other software systems where they advertise a free trial, but they only give you limited features. Will I run into any limitations on your free trial?
A. Our free trials of TimeTap Professional and TimeTap Business come with unlimited access to all of our features. You can use it over the course of the 30 day trial period without running into any limits or being asked to enter your credit card. We are also adding features all the time, and any new features will be instantly available to TimeTap Professional users as well.
TimeTap's Starter Plan (aka our Free plan) is an account that you can use for free, forever. It has fewer features than our TimeTap Professional account so you may run into something that you want to do but isn’t available on the Free account (like editing emails, adding more staff, etc.). When you hit these items, you’ll receive a prompt to let you know that this feature is just for TimeTap Professional users.
Q. What specific emails are sent out about appointments? Can I customize these emails? How will I know if the emails have been sent?
A. We give you the option to send emails out at every step during the appointment life cycle. We automatically send an email out as a confirmation for the new appointment to both the client and the staff. You also have the option to send a reminder email at whatever time you'd like before the appointment to both the client and staff.
You can send out an email to your client if they cancel their appointment or if the staff person cancels for them. An email will also go out if they successfully came to the appointment and you mark the appointment as completed or if they didn’t come to the appointment and you marked the client as a no show. If you don’t want to send any of these email templates, you can opt against it as you are categorizing the appointment.
Emails are 100% customizable in the TimeTap Professional accounts. Our Free account comes with 15 standard email templates and you can customize the email footer that is sent out with whatever message you may want.
You can verify that email have been sent out to your client by looking at their appointment record under the “Appointment Emails” tab. From here, you can view the emails and resend them if need be.
Q. Sometimes I need to print out my appointment or client information. When this happens, am I able to export my data out of TimeTap?
A. Your data is yours and we make it simple to get it out in an easy-to-use Excel spreadsheet. Export at any time over any date range!
On TimeTap Professional, you can export any appointment or client list view and include any of your additional custom fields on the export. Our TimeTap Free accounts can export any appointment list view with the standard fields that are available during setup.
Once you’ve got your Excel spreadsheet exported to your computer, you can add columns for notes or print it out to take with you as your roster for the day.
Q. Does TimeTap meet any web accessibility standards?
A. TimeTap strives to make the scheduling process easy for all web users, including anyone with vision impairment issues.
The scheduler uses alt tags throughout the scheduling flow so that screen readers can map the scheduler and read it aloud to anyone who needs help understanding your booking options. Screen readers will be able to go through the different available dates and times and tell them to anyone who needs help understanding them.