Online Scheduling FAQs

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Q. What if I only need an account for a few months out of the year?

A: Not a problem. We have a ton of professionals that use TimeTap for just a season out of every year. This is particularly popular among tax advisors.

Once you are done using TimeTap for the the period that you need it, you can hibernate your account. Upon hibernation, you can set a date for when you'd like to receive reactivation instructions. These re-activation instructions will walk you through how to get your account set back up. All your data will be saved so you don’t have to set everything up again. You will not be charged for the months of inactive use.

Q. How long does it take to get it all setup?

A: This varies depending on the size/needs of your business, but we recommend working with one of our support specialists on a one-on-one onboarding session to get the setup process all done more quickly.

Often times, setup can be completed in 1 or 2 onboarding sessions, though more sessions may be helpful if you have a larger account with more extensive customization needs.

You can book a one-on-one onboarding with our support staff here: Schedule an Onboarding Call

Q. Do you offer any non-profit discounts?

A: We love offering TimeTap to non-profit organizations with missions we support that need a discount. If you are a non-profit organization looking for a scheduling solution, please contact our team and let us know about your non-profit mission and your scheduling needs. We’ll let you know what kind of discount we can offer and get back to you.

Q. What kind of support can I expect?

A: We pride ourselves in offering great support to all of our users. We offer phone support to Business level plans at (202)753-7351. We have email & in-app messaging support that we give to users on all of our plans. We typically are able to respond within a few hours during our normal business hours (i.e. 9am - 5pm US/Eastern Monday - Friday).

Our support team obviously aims to be helpful, but we also have the goal of educating our users each time we speak with them. We know that there’s a lot of different things you can do with your scheduling software, so whenever we look at a support issue, we try to identify one other feature the user could enable that may benefit their business. Sometimes the user isn’t interested in it, but we feel that this is a good way to educate our user base on all the functionality that’s in the app.

Q. What are the different security levels that I can provide for my staff?

A: There are four different staff security levels in TimeTap and they determine different access rights within the app. The four security levels are:

  • Account Owner: by default, this is the person that initially signed up for the account. This person has access to all the information on the account and has the ability to edit all information on the account. This includes the appointments and clients of all the staff and the settings that are configured to determine online booking options. The account owner also has access to the billing information for the account.
  • Administrators: a staff member that is assigned as an administrator has all the same access rights as the Account Owner except that they cannot update/view any of the billing information or overall Account Settings. Administrators can view appointments for all staff, view clients for the entire business, and update anything in the settings menu including creating profiles for additional staff and changing security statuses for other staff.
  • Location Super Users: a staff member who is set up as a location super user can view and make changes to all the appointments that have been set and all the clients that have booked at the location(s) they are assigned to. They cannot make any changes to the settings menus or view appointments or clients at locations where they’ve not been given access to. They do have access to their own staff profile so that they can update their own availability and class schedule.
  • Users: a staff member who is set up as a user can only view appointments made with them and clients who have booked with them. They have access to their own staff profile, but cannot view any other settings that are on the account.

Only the account owner and any staff who are listed as administrators can make changes to the security levels for other staff. Location Super Users and Users do not have this ability.

Business level subscriptions also have the ability to create custom security roles in case one of the default security roles doesn’t exactly fit your needs.

Q. I’m interested but I don’t want to start a free trial. Can I book a demo?

A: Sure thing! Just go to this link and book a demo with our team: Schedule a Demo.

Q. I’m moving to TimeTap from another scheduling system. Do you offer data upload?

A: TimeTap does not offer a direct upload feature for appointment data from other scheduling systems at this time. However, we do have a client upload feature available where you can import a spreadsheet with your previous client's data and match it with the appropriate client fields in TimeTap.

Q. What’s the difference in features offered in the different versions of TimeTap?

A: The TimeTap Professional subscription offers core scheduling features such as unlimited appointment booking, an unlimited number of services or classes, 2-way staff calendar sync, and appointment confirmation and reminder emails.

The TimeTap Business subscription includes all the features in the Professional plan with some additional advanced functionality, such as full customization of your booking sites, wait lists, courses, custom staff security levels, integration with Salesforce, and more.

For a full comparison of the features that are available with each plan, you can check out our Pricing page.

Q. Will my clients have to call me to cancel or reschedule appointments?

A: We can’t guarantee that your clients won’t call you, but we can tell you that they don’t have to call you to cancel or reschedule appointments.

With the confirmation and reminder emails that send out about appointments, we include a link that clients can use to either cancel their appointment or reschedule it for a different time.

We also offer the option for clients to create logins for your scheduler. This way they can go back to your website or scheduling page, login to your scheduler, view their appointments and cancel/reschedule as need be.

Q. How will my customers book appointments?

A: Customers can book appointments through your business’s web scheduler. You can use TimeTap’s scheduling landing page that comes with your account (see an example here: ) or you can embed the scheduler on your website (learn more here). Our scheduling landing page is mobile friendly so if clients visit your scheduler on their tablet or smartphone, your scheduler will re-adjust accordingly.

Q. Is my data secure?

A: We take data security very seriously. We run full hourly backups to make sure your data is never lost and store our servers at a remote location to keep your data secure. You can learn more about our data security practices on this page of our website: Security for your Online Scheduling System.

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