Getting Started
Welcome to OnTimely! Here are the most common questions to help you get started with our platform.
How do I create my first event?
Navigate to the Events section in your dashboard and click "Create New Event". Fill in the basic details like event name, date, and location. You can customize the event homepage and add modules later.
What's the difference between the desktop and mobile app?
The desktop app is for event organizers and provides full administrative control, analytics, and management features. The mobile app is designed for guests to access event information, chat, and travel tools.
How do I invite guests to my event?
Use the Guest Management section to upload guest lists via CSV or manually add guests. You can send invitations via email with custom messages and track RSVP responses in real-time.
Can I customize the event homepage?
Yes! Use our Event Homepage Builder to create custom layouts, add your branding, include interactive modules, and personalize the guest experience with your content.
How do I set up team members?
Go to Team Management and invite team members by email. Assign roles (Admin, Manager, Staff) with different permission levels to control access to various features.
What payment methods do you accept?
We accept all major credit cards, PayPal, and bank transfers for annual subscriptions. Monthly plans are charged automatically to your preferred payment method.
Is there a free trial available?
Yes! We offer a 14-day free trial with full access to all features. No credit card required to start your trial.
How do I access my account from multiple devices?
Simply log in with your credentials on any device. Your data syncs automatically across all platforms, so you can manage events from desktop and check updates on mobile.
What kind of support do you provide?
We offer 24/7 email support, live chat during business hours, comprehensive documentation, and video tutorials. Enterprise customers get dedicated account managers.
Can I export my event data?
Yes, you can export guest lists, attendance reports, analytics data, and chat logs in CSV or PDF format from the Data Export section.
How do I create an OnTimely account?
Visit our website and click "Get Started" or "Sign Up". Enter your email address, create a password, and verify your email to activate your account.
What information do I need to provide during signup?
You'll need your name, email address, company name (if applicable), and a secure password. Additional company details can be added later in your profile settings.
How do I verify my email address?
Check your email inbox for a verification link from OnTimely. Click the link to verify your account. If you don't see the email, check your spam folder.
Can I change my account email address?
Yes, you can update your email address in Account Settings. You'll need to verify the new email address before it becomes active.
How do I reset my password?
Click "Forgot Password" on the login page, enter your email address, and follow the instructions in the password reset email.
What are the password requirements?
Passwords must be at least 8 characters long and include uppercase letters, lowercase letters, and numbers for security.
How do I update my profile information?
Go to Account Settings in your dashboard to update your name, company information, profile picture, and notification preferences.
Can I have multiple accounts?
Each email address can only have one OnTimely account. If you need access to multiple companies, contact support to set up team access.
How do I delete my account?
Contact our support team to request account deletion. We'll help you export your data before permanently removing your account.
Is my data secure?
Yes, we use enterprise-grade security with SSL encryption, secure data centers, and regular security audits to protect your information.
How do I install the desktop app?
Download the installer for macOS or Windows from the homepage. Run the installer and follow the prompts. On macOS you may need to allow the app in System Settings → Privacy & Security.
How do I update?
Updates are automatic. You can also check for updates from the Help menu in the desktop app.
Where are logs stored?
From the app, go to Help → Reveal Logs. Attach these when contacting support.
How do guests sign in?
Guests sign in with the invite email sent by organizers. They’ll be automatically routed to their event.
Offline support
Critical information like itineraries and homepages are cached for offline access. Chat requires connectivity.
Create a homepage
Open the Event Homepage Builder in the desktop app, choose a template, add modules, then publish.
Branding
Upload your logo and colors in Settings → Branding. These apply automatically to new pages.
Add an itinerary item
Go to Timeline → Add Item. Enter date, times, and assign to groups or individuals. Use notifications for reminders.
Duplicate items
From the item menu choose Duplicate to create a copy for another day or group.
Import guests via CSV
Download the template from Guests → Import. Fill the columns and upload. The system validates emails and required fields.
Groups
Use groups to manage cohorts. You can assign timelines, messages, and announcements to groups.
Start a chat
From the desktop or mobile app, open the event and select Chat. Guests receive messages instantly.
Attachments
Click the clip icon to attach images or files. Large files are uploaded to secure storage and linked in the chat.
Send an announcement
Open Announcements → New. Enter title and message, choose audience (all guests or groups), schedule or send now.
Scheduling
Use scheduled sends for pre-event reminders or day-of instructions. Scheduled items can be edited until they are sent.
Push notifications
Guests receive pushes for mentions, announcements, and timeline updates. Customize per event in Settings → Notifications.
Email fallback
If a guest is offline for >12 hours, critical messages are emailed when enabled.
I didn’t receive the verification email
Check spam/junk and whitelist ontimely.co.uk. Request a new link from the login page.
Two-factor problems
Ensure device time is set automatically. If locked out, contact support to reset 2FA.
Mobile isn’t updating
Pull to refresh on the timeline. If problems persist, sign out/in to re-register your device token.
Desktop not receiving changes
Check network connection and that you are on the latest version (Help → Check for Updates).
Speed tips
Limit extremely large images/videos on homepages, and archive past events to reduce sync load.
Mobile cache
Clear cached data from the app settings if storage gets high.
Change plan
Go to Billing in the Staff Portal. Prorations are automatic when upgrading.
Invoices
Invoices are emailed and available in Billing → Invoices.
Invite team members
From the dashboard, open Team Management → Invite. Assign roles to control access.
Roles
Admin can manage everything. Managers handle events and guests. Staff have limited permissions.
Export reports
Use the Export section to download CSV or PDF for guests, messages, and analytics.
GDPR
You can export or delete a guest’s data upon request from the Guest profile page.