Cancel your plan

Cancelling runs through the end of the period you have already paid for, and you can turn the plan back on any time before that date. It starts from the Cancel plan button at the bottom of Settings > Hailo Billing.

There is no pause and no off-season rate. Leaving means cancelling, and coming back means starting a plan again at the prices of the day. If you only want the business side between seasons, Studio and Pro can move to the Business plan for $59 a month instead. See On Studio or Pro: keep the business side for $59.

Before you start

• Cancelling deletes nothing. Your projects, footage and galleries stay exactly as they are for as long as your account exists.
• Your couples keep their galleries. Every gallery runs its full year from the day its last film was uploaded, whether or not you are still a member. Nobody you have already sent a link to loses their film because you left.
• Your inquiry form closes on the same date your plan ends, so it stops taking new inquiries from your website.
• The trial: cancelling before day 8 means nothing is charged. You keep access until that date.
• Want your data out first? See Export your data.

The cancel sheet

Press Cancel plan at the bottom of the billing page. One sheet opens, titled Before you go, with "Here's what's on your {Plan} plan today."

It lists three lifetime totals from your own account:

• Hours of footage Hailo has sorted for you
• Delivered film storage
• Delivery galleries (your couples keep them for their full year)

If your account is empty it shows your plan's allowances instead (hours of footage, Musicbed Blueprint builds a month and the film you can deliver a month), with "You haven't put much through Hailo yet, which usually means the setup was the hard part and the payoff hasn't landed. If something got in the way, tell me on the next screen and I'll look at it."

Under the numbers: "Nothing is deleted. Your projects, footage and galleries stay exactly as they are, and restarting your plan brings everything back. Your couples keep their galleries for the full year from delivery, so nobody you have sent a link to loses their film. Your inquiry form stops taking new inquiries on that date."

Then the question Why are you leaving? Pick one and your plan is cancelled., a box for Anything worth telling me? (optional), and one button per reason:

• It did not do what I needed well enough
• It is missing something I need
• It costs more than I can justify
• I am not using it enough
• My season is over
• I am moving to something else
• Rather not say

Pressing a reason is what cancels the plan, so there is no separate confirm button. Rather not say cancels just the same. Whatever you pick or write goes to Stanton, not a queue. Keep my plan closes the sheet and changes nothing.

On Studio or Pro: keep the business side for $59

If you are on Studio or Pro, pressing a reason first opens one last card, Keep your business running on Hailo. It offers the Business plan for $59 a month: your leads and inquiry form, proposals and invoices, film delivery, calendar, inbox and Ask Hailo all keep working, and only Edit pauses. The card shows what you save a year and the date the switch starts.

• Keep Hailo for $59 a month moves you to Business on your renewal date instead of cancelling. You see "You'll move to Business on {date} instead of canceling. Nothing changes until then." Nothing is deleted, and you can move back up any time.
• No thanks, cancel my plan cancels with the reason you picked, exactly as if the card had never opened.

The card shows once. Close it and the next reason you press cancels straight away.

What happens after you confirm

"Your plan is canceled. You keep full access until {date}, and you can turn it back on any time before then."

If a payment was failing when you cancelled, there is no paid period left to run, so the plan ends right away and the failed payment is cancelled too: "Your plan is canceled and you owe nothing. The payment that failed has been canceled too, so your card won't be charged again." The payment notices stop.

The billing page then shows a Ending chip, a Keep my plan button in the status header, and a timeline entry reading "Your plan ends. No further charges. Resume before this date to keep it."

On the date itself: Hailo closes to you and every screen goes to the plan picker, your inquiry form stops accepting submissions, and your published galleries carry on for your couples until each one's own year runs out.

Turn it back on

• Before the end date: press Keep my plan in the status header. "Welcome back. Your plan is active again." Nothing changed in between, and your locked terms are still yours.
• After the end date: pick a plan from the cards. This is a new purchase at today's terms, and there is no second trial.

If it didn't work

Message	What to do
"Something went wrong. Nothing was changed."	Stripe did not accept the change. Your plan is as it was. Try again in a minute.
"Couldn't resume the plan. Try again in a minute."	Stripe did not answer when you pressed Keep my plan. Try again.
"Managing your plan needs a signed-in cloud account."	This Mac is not linked to your Hailo cloud account. Log out and back in with your email and password.
"You don't have an active subscription yet."	There is nothing to cancel.
"That offer isn't available any more."	You had the cancel sheet open in an old tab from before the offers were removed. Reload the billing page and start again.
Every screen sends you to the plan picker	Your plan has ended. Pick a plan to come back.