Update your card and get receipts

Change the card Hailo charges, download receipts, and what to do when a renewal payment fails.

Updated September 2, 2026

Your card and your receipt archive live in Stripe's customer portal, which Hailo opens for you from the billing page. Everything else about your subscription (plan changes, cancelling) stays inside Hailo.

Open the customer portal

  1. Open Settings > Hailo Billing and scroll to the bottom.
  2. Under "Change the card on file, or open the full invoice archive." press Payment method & receipts.
  3. A browser window opens on Stripe's customer portal, signed in as you.
  4. When you are done, close the window. There is a link back to Hailo on the portal as well.

If your plan is in the Payment failed state, the Update card button in the status header opens the same portal.

What the portal can and cannot do

In the portal
Add a card or replace the card on file Yes
See every invoice, with a receipt for each Yes
Change your billing name, address or tax details on receipts Yes
Change your plan No. Use the plan cards on Hailo Billing. See Change plan.
Cancel your plan No. Use Cancel plan on Hailo Billing. See Cancel your plan.

Plan changes are kept out of the portal so that a change there and a change in Hailo can never create two subscriptions.

Receipts

  • The last three invoices are on the billing page timeline. A paid one reads Paid $99.00 with a Receipt link that opens the PDF in a browser window.
  • Older invoices are in the portal.
  • Receipts are not emailed by Hailo. Download them from the portal when you need one.

When a payment fails

If a renewal charge does not go through, the status header shows a Payment failed chip with "A renewal charge failed. Your plan stays live while we retry. Update your card before the retries run out." and an Update card button. The timeline's next node reads "Now. We're retrying the charge. If it keeps failing your plan ends."

What happens:

  1. Stripe retries the charge over the following days. Your plan stays active and every wing keeps working while it does.
  2. Press Update card, add a working card in the portal, and the next retry uses it.
  3. If every retry fails, the subscription ends and Hailo sends you to the plan picker the next time you open a screen. Published galleries stop being reachable at that point.

You do not lose access on the first failed charge. One declined payment is treated as a retry, not a cancellation.

If it didn't work

Message What to do
"Couldn't open the billing portal. Try again in a minute." Stripe did not answer. Wait a minute and press the button again.
"Managing billing 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.
"Couldn't find your workspace." Hailo could not match your login to a workspace. Log out and in again. If it repeats, contact support.
The portal opens on the wrong account Close it, log out of Hailo, log back in with the email on your subscription, and open it again.
No Payment method & receipts button It only appears once you have a subscription. Before that the timeline shows "No payment method yet".
  • 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.
  • Cancel your planThe cancel sheet, when it takes effect, what your couples keep, what stops on the date, and how to turn a plan back on.
  • Start your free trialHow the 3-day trial works, what it includes, what is on the checkout page, and what happens on day 4.
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