Support

Templio is a UK-based B2B service. We offer email support during UK working hours and clear channels for security and data-protection requests.

Getting help

Read the help centre for step-by-step guides, or, if you are signed in, use the in-app contact form under Settings → Support & feedback. Prefer email? Write to support@templio.co.uk. We aim to respond within one UK working day.

UK working hours: Monday to Friday, 09:00–17:30, excluding England and Wales bank holidays.

Frequently asked questions

How do I invite my colleagues to Templio?

Agency staff are added through the Clerk organisation invite flow in the dashboard (Settings → Team). Each invited user receives an email with a sign-up link.

How do I onboard a contractor?

Contractors don't need a Templio account. Send them the submission link for their contract — they authenticate with a one-time magic link emailed to the address recorded on the contract record.

A contractor didn't receive their magic link — what can I do?

Ask them to check their spam folder first, then to request a new link from the contractor sign-in page. If it still does not arrive, email support so we can confirm there are no delivery issues against the destination domain.

How do I reconnect Xero?

Visit Settings → Xero. If the page shows that a reconnection is needed, connect again from there; you will be redirected to Xero to re-authorise Templio.

Where are my invoices? How do I manage billing?

The Stripe customer portal is reachable from Settings → Billing. From there you can update your billing details, download invoices, and change plan.

A timesheet calculation looks wrong. What should I do?

Open the timesheet, check the contract's pay rules (basic/overtime thresholds, bank-holiday treatment). If the rules look right but the totals still look wrong, email support with the timesheet link and we will investigate the calculation.

Status and incidents

We email account administrators about planned maintenance at least 48 hours in advance where practicable. If something isn't working, email support@templio.co.uk. If there's ever a wider problem, we'll email account owners directly.

Cookies at a glance

Security vulnerabilities

We welcome responsible-disclosure reports from security researchers.

• Preferred channel: security@templio.co.uk
• Machine-readable disclosure policy: /.well-known/security.txt (RFC 9116)
• Coordinated-disclosure window: 90 days from our acknowledgement
• Aligned with the NCSC Vulnerability Disclosure Toolkit

Safe harbour. If you act in good faith and within the spirit of this policy, we will not pursue legal action against you for accessing, testing, or reporting security issues in Templio. Do not test in ways that degrade the service for other Customers, access data belonging to other Customers, or violate applicable law.

Data subject requests

To exercise your rights under UK GDPR (access, rectification, erasure, restriction, portability, objection) contact our privacy team at privacy@templio.co.uk or see the full list of rights at /privacy#your-rights.

Accessibility

Templio aims to meet Web Content Accessibility Guidelines (WCAG) 2.2 Level AA. This is a target we assess ourselves against, not an independently audited claim of conformance. If you encounter an accessibility barrier, email support@templio.co.uk with "Accessibility" in the subject. We will acknowledge within one working day and aim to resolve or provide an alternative route to the information within a reasonable timeframe.