FAQ
General
Telmie is a marketplace and telecommunications platform that offers paid video chat and voice calls with a curated selection of experts in any field.
The Telmie platform facilitates communication between professional service providers and individuals seeking knowledge, coaching, or expert advice.
The Telmie apps and website can be used from anywhere in the world, and at any time.
Enter your email and password in the Telmie app and you are ready to go. You can also log in to the app with your Facebook, Google, or Apple account.
Telmie can be used anywhere in the world to gain access to our growing number of Telmie Pros. You can also apply to become a Pro in your country and offer your services to a global audience.
Telmie is available on iOS, Android, and the Web.
The Telmie iOS App is available for iPhone and iPad (iOS 12 and higher), Android (Version 8 and higher), and the Web (Chrome and Safari).
Telmie Pros are experienced and qualified experts in their particular field or subject of expertise.
Telmie features hundreds of Telmie Pros who can help you overcome life’s greatest challenges and help you to reach your personal and professional goals.
In order to use Telmie, you have to be 18 years old or older. To learn more please see our Terms of Use.
Our booking and cancellation policy can be found here.
Customer support
The Telmie search tool enables you to find experts very easily. Enter your keywords, for example; ‘Lawyer’, or ‘Legal advice’ and the best experts in that field will appear in your search results.
You can also contact our friendly Telmie Support team via Telmie Chat, and they can personally recommend the very best Telmie Pros for you.
Any service that can be offered online through voice or video call has a place on Telmie. Telmie Pros are lawyers, business consultants, life coaches, strengthsfinder and leadership coaches, language coaches, and more.
Download the Telmie app to explore the different categories available to you.
All Telmie Pros are classified according to their per-minute rates, feedback rating, and their level of experience in the industry.
You can even see a video introduction on some of our Telmie Pro profiles, which should help you to get a feel for whether you would like to work with them.
Once you’ve found your shortlist of Telmie Pros, reach out to them via Telmie Chat to schedule your appointment or instantly make a call.
The beauty of using the Telmie platform is that you can find yourself a Pro and instantly call or chat with them.
If your selected Pro is not available, you can reach out to them via Telmie Chat to schedule an appointment at a mutually convenient time.
You can reach out to any Telmie Pro via the Telmie Chat to schedule an appointment for a future date.
Yes, you can contact a Telmie Pro directly from their Pro profile.
Click on the + button below your preferred Pro’s photo on their profile.
You can find them again by going to ‘My Pros’
For assistance, suggestions, ideas, or if you are looking for a feature that we don’t yet have, you can reach out to the Telmie Support team via Telmie Chat and a member of the team will get back to you within 12 hours.
You can also email the team using team@telmie.com
If you are dissatisfied with your experience with a Pro, you can also reach out to our Telmie Support team who will be able to resolve your query.
In most cases, you will be refunded if the service you’ve received was not up to standard. For any complaints, please contact us within 48 hours of the session in question.
Telmie Pro support
After downloading the Telmie app and registering as a new user, you can access your settings and click on ‘Become Pro’.
Follow the process to apply, and one of our team members will get in touch to let you know if your application was successful.
All professions are different. Some professions require formal higher education while others require professional certification or registration with a professional body or association.
When you apply to become a Telmie Pro service provider, a member of our team will contact you with a list of requirements for your profession.
We know that legal formalities play a very important role in many professions.
We are currently working on a feature that will allow clients to agree to their Telmie Pro’s unique Terms and Conditions.
Upon the first point of contact and prior to any communication, your clients will be required to agree to your specific Terms and Conditions.
When you register as a Telmie Pro, please send us a copy of your standard Terms and Conditions, Privacy Policy, Client Care Letter, and/or any other documents relevant to your trade.
These can be emailed to our Customer Relations Team. Should you require assistance in sourcing a document standard for your trade, please contact our Customer Relations Team for advice.
Using Telmie to provide professional services is similar to using your telephone, email, messaging, or another communication channel.
If you provide services via telephone and your insurance covers that method of service provision, then chances are high that it will also cover you for services provided through Telmie.
The easiest way to make sure that this is the case is to contact your insurance provider or broker explaining to them how the Telmie platform works.
In essence, Telmie is an all-in-one communication tool. Your insurance provider will be able to advise whether you are covered or not.
The Telmie Customer Relations Team will be happy to help as well, just send us an email and one of our team members will get in touch to help you work this out.
Any service that can be offered online through voice or video call has a place on Telmie, provided they are legal and ethical.
While Telmie HQ is based in the United Kingdom, Telmie Pros are based around the world.
When you apply to become a Telmie Pro your application will be reviewed by our team and if your country falls outside of our current platform and payment capabilities, we will let you know.
We ask for your mobile phone number for our internal record. Your details will never be shared with clients.
Your Telmie Pro profile page is your shop window. This is where you are encouraged to share essential information regarding your service, your experience, and your qualifications.
You can also include a video introduction so that potential clients can learn more about you and get a sense of your personality and communication style.
Try to keep it short and informative. For optimum results, your profile has to be clear, concise, and attractive. We also recommend that you double-check the grammar and spelling on your profile.
From the moment you register as a Telmie Pro, we will be by your side to help you to promote your service.
For a start, please take a look at our article on how to optimise your Telmie profile.
Inviting your existing clients to use Telmie can potentially make your life a lot easier.
By cutting admin and streamlining payments you will be able to focus solely on the service you provide.
At the same time, this will encourage your clients to value your time on the phone, especially outside of your usual working hours.
There is no Telmie fee for clients you bring to Telmie via your unique Telmie Link. Learn more about Telmie Link here.
We are currently working on new features that will allow you to charge your clients per hour, per session, as/or per minute. You will be able to choose exactly how you want to charge your clients.
In some professions, an hourly rate is a commonly used price indicator, making it easy to compare. Many services can be provided relatively quickly, in which case charging per minute might make more sense.
If your service has no time limit – for example, if you charge your customer for an appointment that can take anywhere from 30 minutes to 2 hours to conclude, you may select the ‘Per Session’ charging interval which includes a one-off payment for the day on which the appointment is provided.
You are the best person to know which rate you would like to charge.
Please, enter the rate as you feel appropriate and the Telmie team will contact you in case we believe it is considered too low or too high for the service you provide.
1) Telmie users can call you at any time during your set availability. If you can, you pick up and talk to them. You will be paid per minute of the conversation.
2) Telmie users can prearrange a session via chat and call you directly at the agreed time. However, there is a chance of a no-show.
3) Students can book a session with you using the Telmie booking system. By doing this they will commit to a specific time and will expect your commitment.
They will pay upon booking and should they not be able to make the call anymore, they will be charged and you will be paid according to our Cancellation Policy.
Telmie will send automated notifications about bookings and cancellations.
Yes, you can use the Telmie booking system to let your clients book appointments with you. After registering as a Telmie Pro don’t forget to set your availability in Pro Settings.
As you provide your service, your client will be charged for their time spent with you. Your Telmie balance will grow in proportion to the number of calls you have with your clients.
You can withdraw your earnings at any time provided your Telmie earnings balance is higher than £10.
When you request a withdrawal, our team will process the request and you will get paid directly into the bank account you have given us details for.
You can add, remove or update your bank details (sort-code, account number, and address) in your Telmie Settings.
You don’t need to add your bank details to start earning. Only when you want to withdraw your earnings.
Withdrawal fees are as follows:
£10 to £99.99 – 10%
£100 to £299.99 – 7%
£300 to £699.99 – 3%
£700 to £999.99 – 1.5%
£1000 or more – FREE
Using the Telmie platform is free, however, we collect a fee on all your earnings to cover our expenses and reinvest in building a stronger and better product and service for you and your clients.
Telmie’s fee is automatically deducted from every payment your clients make.
The Telmie fee depends on the services we facilitate through the platform. For example, our current fees are:
Transactions, produced by the Pro via Telmie Link – 0%
Transactions, produced by Telmie – 10%
Transactions with corporate clients – 20%
The fees are also subject to change at any time however reasonable notice will be given should we decide to change our fees.
There is also a withdrawal fee for withdrawing smaller amounts of your earnings.
Withdrawal fees are as follows:
£10 to £99.99 – 10%
£100 to £299.99 – 7%
£300 to £699.99 – 3%
£700 to £999.99 – 1.5%
£1000 or more – FREE
We will soon be introducing a very flexible corporate accounts option, making it easy to register as an employee as well as grant admin rights to a company’s secretary.
Meanwhile, you can contact our Telmie Pro Support team who can manually add your corporate bank details to your Telmie account.
The minimum payout amount is £10.
You can withdraw your earnings as often as you like, provided your withdrawal balance is higher than £10.
Once we receive your withdrawal request, your payment will be processed by Telmie within 21 working days (Monday – Friday).
Soon we will introduce faster payouts, that will be processed within 1 working day.
Please, note that payouts over £1,000 may take significantly longer to process.
Once Telmie processes the payout, you will be notified. After that, it will take additional time for the Telmie payment partners to process your payout. For example, it takes Stripe up to 5 working days and, in some cases, up to 2 weeks to get the funds onto your bank account.
Billing & payments
Open the Telmie app on your mobile, and navigate to your Dashboard (click on your avatar to access your dashboard).
Click on the ‘Money’ tab.
Select the option ‘top-up’, then choose the amount you want to add to your Telmie account.
Select your preferred payment method and check out.
The short answer is no. Every transaction is processed by Stripe (our 3rd party payment gateway). We don’t store any of the banking details you provide.
Telmie Pros set their own rates. The first 20 seconds of each call is free, then you will be charged accordingly.
We may charge card processing fee, but in some cases instead of charging a fee we apply a bonus for larger top-ups. Our Pros pay a percentage of their earnings to Telmie.
In order to make calls, you will be required to enter valid bank card details.
You won’t be charged for the first 20 seconds of each call. Using Telmie Chat is also totally free. Telmie Chat is our online messaging tool. However, in order to verify that your account is genuine we may require you to add a payment card in order to send a text message to Telmie Pros.
Adding, changing, or removing your card details is easy. You can managed your payment options in Dashboard – Payment settings.
Telmie accepts all major debit and credit cards from customers in every country, including Visa, MasterCard, and AMEX.
You can also ask Telmie Assistant for additional ways of topping up your account if you don’t want to use a credit card.
If you have any remaining Telmie credits in your account and would like to stop using Telmie, then you can request a refund for the remaining credits on your account. Refunds can take up to 20 working days. This does not apply to employer-sponsored credits.
The Telmie credits cannot be refunded if the refund request is received by Telmie more than one year after the top up was made.
I call a Telmie Pro and we have a weak wifi connection that prevents us from successfully completing our call. Will I still be charged for this call?
With Telmie, the first 20 seconds of every call are free. This lets you check the connection to make sure everything is running smoothly.
Our engineers are developing an automatic way of testing connection and a set of rules on charging depending on every situation. This fantastic new feature will be available soon.
Yes, Telmie rounds up seconds to the nearest full minute. For example, if your session lasts for only 5 minutes and 30 seconds, your call will be rounded up to the nearest full minute, in this case, to 6 minutes in total.
Each Telmie Pro decides their own rate on Telmie, factoring in demand for their service, their experience, their qualifications, and their degree of specialism.
If your employer is paying for your Telmie Credit each month, then your remaining credits will not be rolled over to the following month.
If you are paying for your own Telmie Credit, then your credits will stay in your account until you’ve used it all.
Your new Telmie credit will usually be added at the start of every new month.
Your employer will add new Telmie Credits to your account at the start of every new month. If you have used all of your credits, you can top up your balance with your own preferred payment method.
Booking & appointments
On every Telmie Pro’s profile, you will see a calendar-shaped icon next to the ‘Start a call’ button.
From here you can pick the day where you can see free time slots based on the Pro’s availability.
Pick the time slots needed for the session (each time slot is 15 minutes).
After you pick the session you’d like to book, you will need to click on the ‘Proceed Button’.
You will then be transferred to the confirmation page where you can book your selected session(s).
Your booked sessions will be marked on your calendar on your account page.
To cancel your booking, just click on the relevant session by pressing the green box. To cancel your booking, click on ‘Cancel’.
You can always cancel any bookings for free if you cancel in advance.
Read the full Telmie Bookings Cancellation Policy for more details.
Make sure that you have a working laptop with a built-in camera and speaker, along with a notebook and a pen.
After registration, you can start making calls immediately. Make sure you have added a payment method to your account, and check the availability of your Pro, then make an instant video call, or book an appointment.
You don’t have to, however, to check your network and connection, you can reach out to your Pro in the Telmie Chat before making a call.
You can use your mobile phone, tablet, or desktop/laptop computer for lessons, however, for the best experience we recommend using a laptop or desktop computer for lessons.
Technical support
When using the Telmie app you can find the green ‘call’ button just below the Pro’s name on their Telmie Pro profile.
If you are using a desktop/laptop computer click on the profile or chat as well and you can find the green ‘start call’ button below your Pro’s profile details.
All Telmie Pro profiles feature a Start Call button.
The platform always shows you time in your local time zone.
Check the following:
your camera/speaker
headphones
browser settings
If the call still doesn’t work, restart the browser and log in again.
You can always conduct a test call with our customer support team to troubleshoot the issue.
Always start with checking your browser settings to ensure that you have enabled permissions to use your camera and speakers.
If you are still experiencing issues with your call you can reach out to our Telmie Support team who will gladly help you to troubleshoot and find a solution.
Please contact our friendly Telmie Support team who can help you to find a solution. You can chat with them on Telmie or email them at team@telmie.com
For your safety and the safety of our Telmie Pros, messages can not be deleted.
If you’d like to navigate through the Telmie website while you are on a call, please open a new tab, otherwise, the call will cut off.
For the best experience, we encourage you to download the Telmie App on your phone.
It is a guarantee for you and your Pro that both parties are committed to attending the session.
It is not advisable during your call.
Sure the call with support is free of charge, so you can always call support if something is not working or you have any questions.
Here is the link to the Telmie Assistant profile.
In this case, you can always ask our Telmie Support team to provide you with the best Pros who will match your availability.
For the best experience, we recommend that you use the most recent version of Google Chrome.
Yes, the Telmie web app is compatible with the most recent versions of Chrome and Safari.