Cancel your plan

The cancel sheet, when it takes effect, what your couples keep, what stops on the date, and how to turn a plan back on.

Updated September 7, 2026

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. Hailo used to offer one and it was removed on 2026-09-05: a paused account paid nothing while Hailo went on hosting its galleries, serving its inquiry form and syncing its inbox. There is no off-season rate to replace it, so leaving means cancelling, and coming back means starting a plan again at the prices of the day.

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 4 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, 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 an optional Why are you leaving? menu, which changes nothing about the cancellation and goes to Stanton, not a queue:

  • My season is over
  • It costs more than I can justify
  • I am not using it enough
  • It is missing something I need
  • I am moving to something else
  • Something else

Cancel my plan confirms. Keep my plan closes the sheet and changes nothing.

Note

There is no save offer on this sheet: no discount, no pause. A discount that only appears when you press Cancel teaches people that the price is negotiable, and one-time discounts are the weakest reason to stay there is. If something is wrong, the reason box reaches a person.

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."

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.
  • A tour of Hailo BillingEvery part of the Hailo Billing page: the status header, the invoice timeline, the run ledger, the plan cards and the fine print.
  • Change your planUpgrade, downgrade or switch between monthly and annual billing from the billing page, and when each change takes effect.
  • Locked terms: what you bought is what you keepWhy your price and limits never change under you, what the "New members pay" line means, and when your terms do change.
  • Start your free trialHow the 3-day trial works, what it includes, what is on the checkout page, and what happens on day 4.
  • 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.
  • What the couple seesWalk through the couple's gallery from the splash to the footer, and every page they can land on.
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