HELP CENTRE
A little help.
A clear way forward.
Find an answer, sort your account or speak to the SHIFT team.
Contact the teamLET’S GET YOU SORTED
What do you need a hand with?
STRAIGHT TO THE ANSWER
A few useful answers.
I can’t sign in. What should I do?
Open My Timber sign-in and use the email address you registered with. If you’ve forgotten your password, choose ‘Forgotten your password?’.
If you’re asked to verify your email, request a fresh verification email from the sign-in screen. Use the newest link you receive.
Still stuck? Tell website support which page you were using and the error message you saw. Keep your existing account so your progress stays together.
How do I reset my password?
- Open My Timber sign-in and choose ‘Forgotten your password?’.
- Enter your account email address and choose ‘Send reset link’.
- Check your inbox and junk folder. Open the newest reset link and choose a new password.
- Return to sign in with your new password.
Keep reset links private. If a link won’t work, request a new one.
My verification email is missing or the link has expired.
Check the inbox and junk folder for the email address you used to register.
Go to My Timber sign-in and enter that same address. If it still needs verification, choose ‘Send a fresh verification email’. An expired or already-used link also offers that recovery option.
Use the newest link, then return to sign in. If it still doesn’t arrive, contact website support. Never share your verification link or create another account to recover your progress.
Where do I go for an order or payment question?
Open My Timber for your account and order information. For a payment query, contact SHIFT, choose ‘My order’ and include the payment date and reference if you have them.
For refund information, read the refunds policy. Don’t send card details, bank details or unnecessary medical documents.
Who should I ask about my medicine or dose?
Contact your treating prescriber or dispensing pharmacist for advice about your own medicine, dose or symptoms. Ask Timber can explain general information; it cannot choose a medicine or dose, confirm suitability or replace a clinician.
If you need urgent help, use the health-help routes below rather than waiting for a company inbox.
Can I use My Timber if my treatment comes from elsewhere?
Yes. Free My Timber gives you food ideas, movement options, goals and check-ins without a treatment purchase or a change of provider.
Your current prescriber remains the contact for medicine decisions and clinical care.
Where should I start with SHIFT?
If you’re not sure which route fits, Start Here helps you explore where to begin. The Programme explains how SHIFT’s practical support fits together.
My Timber brings your food, movement, goals and check-ins into one place. Its practical support is free to use.
A page, tool or button isn’t working. How do I report it?
Tell website support the page you were on, what you expected and what happened instead. Include the error wording and the approximate time, plus your device and browser if you know them.
A screenshot can help, but remove passwords, private links, payment details and health information that isn’t needed.
How do I manage my information or close my account?
Open My Timber settings for the available data, health-history and account controls. The Privacy Policy explains how SHIFT uses information and how to contact us about your data rights.
If you need help finding a control or making a request, contact the SHIFT team. Don’t include more personal information than the request needs.
Where can I change my cookie choices?
Use ‘Cookie choices’ at the bottom of the page to reopen your preferences. The Cookie Policy explains the cookies used by SHIFT.
If the control isn’t working, contact website support and tell us your device and browser.
Let’s find another way.
Try a shorter search, such as “password”, “order” or “data”. If it’s something else, the SHIFT team can help you find the right route.
Contact the teamA HAND WITH EVERYDAY LIFE
Help that goes beyond
a password reset.
Food, movement, goals and check-ins—free in My Timber. No treatment purchase needed.
For health help that can’t wait.
SHIFT is not an emergency service. In a life-threatening emergency, call 999. Don’t wait for a reply from the SHIFT team.
For other urgent medical help, use the route for your part of the UK.
Looking for listening or mental-health support? Find support with Good to Talk