Your account

Change your profile picture, password, sign-in email and two-factor, manage this Mac, pick a theme and reach your data.

Updated September 2, 2026

Settings > Account is the page about you alone. Nothing on it is seen by couples. Use it for your picture, how you sign in, this Mac, the look of the app and your data.

The header shows your name (the owner name, or the business name if there is no owner name) and the email you are signed in with.

Profile picture

Your picture appears in the top bar and on your avatar menu.

  1. Click Upload picture (or Replace picture if you already have one).
  2. Pick a PNG, JPG, WEBP or GIF up to 5 MB.
  3. In the Adjust your photo window, drag the image to reposition it and use the Zoom slider to zoom.
  4. Click Save photo. Or click Cancel to keep the old picture.

To remove it, click Remove and confirm "Remove your profile picture?".

Message Meaning
"Profile picture updated." The new picture is stored.
"Profile picture removed." The picture is gone and the default avatar is back.
"No file selected." The picker closed without a file. Try again.
"Unsupported image type. Use PNG, JPG, WEBP, or GIF." The file is another format. Export it as one of those four.
"Image is too large" The file is over 5 MB. Resize it and try again.
"Image looks empty. Try a different file." The file has no data. Pick another.

The format hint ("PNG, JPG, WEBP, or GIF, up to 5 MB, you'll crop & zoom after picking") only shows until you have a picture.

Signing in

Password

There is no old-password box. Hailo emails you a link that opens a page where you set a new one, the same path as "forgot password".

  1. Click Send reset link.
  2. Open the email and follow the link.
  3. Set the new password.
Message Meaning
"Password reset link sent to {your email}. It expires in 1 hour." Check your inbox.
"Couldn't send the reset link. Try again in a minute." Sending failed. Wait a minute and retry (three sends per minute is the limit).
"Password changes need a signed-in cloud session." You are in local mode without a cloud sign-in, so there is no password to reset.
Note

Resetting your password also signs out every trusted device. See Trusted devices.

Email address

The row shows "Signed in as {email}". Changing it takes an approval from both the current inbox and the new one. Nothing moves until both links are clicked.

  1. Click Change email.
  2. Type the new address in the box (placeholder "new@address.com").
  3. Click Send confirmations. Click Cancel to close the form without sending.
  4. Open both inboxes and approve the change from each.
  5. Sign in with the new address.
Message Meaning
"Confirmation links sent to {old} and {new}. Approve from both inboxes to complete the change, then sign in with the new address." Both emails went out.
"Enter a valid email address." The new address is not shaped like an email.
"That's already the email on this account." You typed your current address.
"Email changes aren't available in this environment." This install has no cloud account to change.
"Couldn't start the email change. Check the address and try again." Sending failed. Check the address.

This is your sign-in address. The email couples see on invoices is a different field, on Your details.

Two-factor authentication

The row reads "A second step at every login. We email a six-digit code to your inbox."

  • Not on yet: click Turn on to start setup.
  • Already on: an On chip shows and the button reads Manage.

Setup, recovery codes and turning it off are covered in Two-factor authentication.

This Mac

This section appears on the desktop app. It has two rows.

Shows whether this Mac is linked to your Hailo cloud. It rechecks itself every few seconds.

Chip Note What to do
Connected "This Mac is linked to your Hailo cloud. Projects, rosters, and 4K publishing all work." Nothing.
Re-linking "The stored link expired. Hailo is refreshing it now. This fixes itself within a minute." Wait a minute.
Not linked "Log in with your email and password once to link this Mac to your Hailo cloud." Sign out and sign back in with your password.
Offline "The cloud is unreachable right now. Nothing to do. This rechecks automatically." Check your internet connection.

Touch ID and Remember me

  • Set up: an Active chip shows with "This Mac unlocks with Touch ID. The token lives in macOS Keychain, scoped to this app." Click Forget this Mac and confirm "Stop using Touch ID on this Mac? You'll need your password the next time you log in." to remove it.
  • Not set up: the row reads "Not set up on this Mac. Log out, then check Remember me on the login screen."
Note

You cannot turn Touch ID on from this page. It is enrolled by ticking Remember me on the login screen. This page only shows the state and lets you forget it. See Touch ID.

How you view Hailo

Four tiles: Original, Midnight, Bone & Ink and Chalk. Click one and the app repaints immediately. The note under the heading says it all: "The chrome around your work. Never touches what couples see."

A fifth tile, Custom, appears here only while it is your active theme. To pick Custom, go to Logo and colors, where your palette lives. Details for every theme are in Themes.

If a tile cannot be saved, it snaps back and you see "Couldn't save that theme. Check your connection and try again."

Your data

Two rows, read side by side on purpose.

  • Export your data: "Your couples as a CSV spreadsheet, or every record in your workspace as one JSON backup." Buttons Client list (CSV) and Backup (JSON). See Export your data.
  • Delete account: "Anonymizes your personal data and signs you out. Invoices and payments are kept in anonymized form for legal retention." Button Delete my account opens a confirmation page. See Delete your account.

If it didn't work

  • The picture upload does nothing. The crop window needs a file the Mac can read. Try exporting a fresh JPG or PNG.
  • No reset email arrives. Look in spam, then wait a minute and click Send reset link again.
  • Only one confirmation email arrived for an email change. The change waits until both inboxes approve. Check the spam folder of the other address, then start again with Change email.
  • This Mac section is missing. It only shows on the desktop app.
  • Find your way around SettingsLearn how the Settings rail is organised, what each row opens and which pages save on their own.
  • ThemesChoose Original, Midnight, Bone & Ink, Chalk or your own Custom theme for the app around your work.
  • Export your dataDownload your couples as a CSV spreadsheet or your whole workspace as one JSON backup.
  • Delete your accountClose your Hailo account, and understand what is anonymised, what is kept for legal retention and why.
  • Your detailsSet the business name, owner, email, phone, website and studio link name that couples see on proposals, invoices and delivery pages.
  • Turn on two-factor authenticationAdd a six-digit email code to every login, handle the login challenge, and turn two-factor off when you need to.
  • Reset your passwordGet a reset link from the login screen or from Account, choose a new password, and know what a reset does to your trusted devices.
  • Change the email on your accountMove your Hailo login to a new address. Both the old and the new inbox have to approve the change.
  • Log in with Touch IDSet up Touch ID on your Mac, use it alongside two-factor, and forget a Mac when you are done with it.
  • Trusted devicesSkip the two-factor code for 30 days on a Mac you trust, how the Mac app keeps that across relaunches, and what revokes it.
Still stuck? Send a note from the contact page and a real person at Hailo answers. Include the studio name you signed up with and, if it is about a specific screen, what you clicked.
Contact support