How to export your clients from Timely before you switch

To export your clients from Timely, open the Client overview report, choose your columns and click CSV. Appointment history, client notes and reward points come in a full data export you request from Timely support, and package, gift voucher and credit balances each have their own report. Then land them in one system: Clinic App imports your client list, visit history, gift vouchers and package balances onto one record per patient, next to bookings, payments, memberships, consent and treatment records, and is built around Australia's AHPRA and TGA rules.

If you are moving a cosmetic or skin clinic off Timely, the export is the part to get right. Your client list is easy. The harder part is everything attached to it: what patients have already paid for, what they are owed and what they have signed.

Everything below comes from Timely's own help centre, linked at each step, as it read on 29 October 2026. Menus move, so if a screen looks different in your account, the linked article is the place to check.

How do you export your client list from Timely yourself?

You export the client list from the Client overview report, which you can run and download yourself without contacting Timely. Timely describes this report as useful for exporting your client list, and it lets you pick which columns to include.

1. Go to Reports and open the Client overview report.
2. Click Edit columns and tick every column you want to keep: name, mobile, email, date of birth, address, last visit and anything else you use. Click Update.
3. Leave the filters off, so the report covers every client rather than a segment.
4. Click the CSV button. Timely's export guide lists Excel, Word, PDF and CSV, and recommends CSV for anything you will open in a spreadsheet.

Open the file straight away and check three things: the row count roughly matches the number of clients you expect, mobile numbers have kept their leading zero, and dates of birth look like dates. A spreadsheet program can quietly reformat phone numbers and dates when it opens a CSV, so keep the original file untouched and work on a copy.

If some reports are missing from your menu, Timely notes that an account holder can restrict a staff member's access to client reports. Run the export from the account holder's login.

What is in Timely's full data export, and how do you get it?

Timely's full data export is a support request, not a button. According to Timely's data export guide, you submit a help form with the date you want to receive it, requests can take up to 48 hours, and the files arrive through Timely's customer data sharing site, unlocked with an emailed code that is valid for 15 minutes.

The same guide lists the only data Timely can export this way:

• Clients, including reward points
• Appointments
• Services
• Client notes
• Products
• Product purchases

That list matters for what it leaves out. Package balances, gift vouchers, client credit, consultation forms, photos and saved cards are not on it. Some of those you can pull yourself from reports (next section). For anything else your clinic relies on, ask Timely support in the same request how you can get a copy, and do it well before your last day.

Two practical tips. Request the export at least a week before switch day, so a 48-hour wait never lands on a busy Friday. And if you use Timely Rewards, note that points are included with clients in this export, but Timely's own Rewards guide says editing your rewards formula changes the worth of points already earned, so record your current formula alongside the file.

How do you export package, gift voucher and credit balances?

Each balance has its own client report in Timely, and each can be exported as a CSV. This is the money your clinic still owes patients in treatments or credit, so it is the export to check twice.

The details that trip clinics up:

• Packages. Timely says the customer package report is useful for tracking outstanding package liability. Set the date range to all time, or a package sold two years ago with sessions left will not appear.
• Gift vouchers. Timely notes that expired and rewards vouchers can skew the outstanding total in the gift voucher report, and recommends filtering to active vouchers for an accurate balance.
• Credit. Timely says expired credits converted to revenue are not counted as redemptions in the credit report, and suggests downloading the report and filtering to active credits for a true outstanding figure.

What about memberships? Timely's help centre says it does not currently have a feature for managing memberships, and suggests running them as packages or client credits instead. So if your clinic sells memberships through Timely, the balances come out through the package and credit reports above. The monthly payment arrangement, whether that is a payment link, a saved card charge or an outside provider, does not come out at all and has to be set up again. Our guide to moving memberships to a new booking system covers that step.

Your client list is the easy part. The money you still owe patients is the export to check twice, and one system is where it stops being spread across reports.

What can't you take with you from Timely?

Saved cards and online consultation forms are the two items clinics most often expect to move and cannot.

• Saved cards. Cards are not on Timely's list of exportable data. Timely stores cards through TimelyPay, which uses Stripe, and its PCI guide explains that card details may not be kept anywhere outside a secure payment provider. In practice, every patient re-saves their card in the new system.
• Consultation forms completed online. Timely's Consult guide says forms a client completed on their own device can be viewed but not downloaded. Forms filled in on the Consult iOS app are saved as a PDF and can be downloaded. Timely suggests a browser full-page capture extension as a workaround for the rest.
• Photos and documents. These are not on the export list either. Ask support directly what is possible for your account before you cancel.

None of this is unusual. When Timely describes moving clinics onto Timely, it lists deposits, customer credits, packages, saved payment card details, consultation forms, photos and rewards points as information that commonly cannot be moved between systems. Every switch has the same gaps. A good switch plans for them.

When should you export, and what happens if you cancel first?

Export everything before you cancel, because Timely's cancellation guide says you can no longer log in to export once the account is cancelled. The same guide lists what you can download yourself: reports, invoices from Timely, and product and service lists. It also says data is kept for up to 12 months, and that you need to be the account owner to cancel.

A sensible order for a clinic:

1. Two weeks out: run the Client overview export and the three balance reports, and check them. Request the full data export.
2. One week out: download the full data export when it arrives. Keep every file in one dated folder.
3. Switch day: re-run the balance reports and the appointment schedule report for every future booking. Timely describes that report as useful as a backup or to import into other systems. Balances change every day you trade, so the switch-day version is the one to load.
4. After switch day: keep Timely open, read only, until every future booking and balance has been checked in the new system. Then cancel.

Timely's pricing page says there are no contracts and you pay month by month, so a short overlap usually means one more month of Timely. Cancelling early and then finding a voucher list is missing costs far more, in money and in patient trust.

How does Clinic App import a Timely export?

Clinic App imports your client list, visit history, gift vouchers and package balances from the Timely files above, as CSV or Excel. You see a preview before anything is saved, and a report of any rows that were skipped and why, so nothing goes missing quietly.

Because saved cards cannot leave Timely, each patient gets a link to re-save their card securely. Card payments run through Stripe, and Clinic App never stores card numbers. We do the move with you rather than handing you a template, and I onboard each clinic in person.

Memberships are also set up fresh: Timely has no memberships export, so Timely members are set up in Clinic App from your clinic's own records, and the monthly billing runs itself from switch day.

What changes when everything is in one system?

The export is hard because a clinic's data is spread across separate reports and workarounds. In one system it is not. On Timely, the client list, package balances, gift vouchers, credit, future bookings and history come from six different sources, as the table above shows, and memberships live as packages or credits with the payment taken by link, saved card or outside Timely, as Timely's memberships help article describes.

In Clinic App, each patient has one record that holds their bookings, payments, membership, packages, gift vouchers, rewards, prepaid wallet, consent forms, treatment records and photos. The front desk checks out, sells a membership and checks a consent form in the same system. One login for the team, one bill for the owner: flat fees, with no setup fee, no per-seat fee and no lock-in.

Which system is built for AHPRA and TGA rules?

Clinic App is built around the rules an Australian cosmetic clinic advertises and treats under, so the safe way to do something is the default.

Those rules come from two regulators. The TGA says prescription-only medicines must not be advertised to the public: see its guidance on complying with the restrictions on advertising prescription medicines to the public. AHPRA's guidelines for advertising a regulated health service prohibit testimonials, and its guidelines for advertising higher risk non-surgical cosmetic procedures warn that inducements are used extensively to influence consumer choice. Its guidelines for performing non-surgical cosmetic procedures say a patient's consent must be documented.

Here is how Clinic App builds those rules in:

• Rewards stay off prescription treatments. Points, rewards, discounts and offers never apply to Schedule 4 (prescription-only) treatments.
• Medicine names stay off public pages. Prescription medicine names are kept off public, patient-facing promotional surfaces.
• Messages are checked before they send. Marketing campaigns and automatic messages are checked for prescription medicine names, including disguised spellings, before they can be sent.
• Review requests stay clean. They never offer points or rewards for a review, they skip staff, and they are checked for prescription medicine names.
• Consent keeps its wording. Consent forms are signed digitally, and the exact wording the patient agreed to is stored with each signature and versioned. Consent for a patient under 18 is refused unless it goes through a guardian path.
• Records keep their history. Changes to treatment records are amended or struck out, never deleted.
• Data stays in Australia. Patient data is hosted in Sydney, and card numbers are handled by Stripe, never stored by Clinic App.

We could not find a page on Timely's website or help centre that describes how prescription-only treatments are handled in rewards, offers or messages. Timely describes its plans as for hair and beauty professionals, so that is not a surprise, but in a cosmetic clinic it leaves those checks to the front desk.

Software cannot follow the rules for a clinic: the clinic and its practitioners stay responsible for their own advertising and care. What Clinic App does is take easy slips out of the front desk's hands, such as a points offer on a prescription treatment, a medicine name in a promotion or a reward for a review.

If you are still deciding, our Clinic App vs Timely comparison sets out what each system does well, and how easy it is to switch clinic software walks through switch day itself. If Timely's loyalty features are what is holding you there, start with what Timely Rewards actually covers.

Zoe Wogan

Founder, Clinic App

Zoe founded Clinic App, the all-in-one system for Australian cosmetic and skin clinics, and onboards each clinic in person.