Deliver

Upsell checkout

What the couple sees when they buy an extra from their gallery, and what each message means for you.

Updated September 2, 2026

When a couple buys an extra from their gallery, they pay by card through Stripe, on your connected Stripe account, and land back on the gallery with a confirmation. You get a notification and the order appears in Manage.

What the couple sees

  1. They click Buy on an extra.
  2. A Stripe checkout page opens with the item name and price.
  3. They pay, or cancel.
  4. They return to the gallery. A small toast at the bottom says what happened, then fades after a few seconds.
Toast Meaning
"Thank you! Your ($N) is paid." Paid.
"Got it. Payment for ($N) is processing." Their bank is still confirming. It usually clears within minutes.

The gallery has to be published and unexpired, and if it has a password the couple has to have unlocked it, before Buy works.

Money

  • The charge goes to your Stripe account. Hailo does not hold the money.
  • The order snapshots the name and price at the moment of purchase, so a later catalog change does not alter what they were charged.
  • Stripe's card fees apply. See Card fees.

Error messages and what they mean for you

Toast the couple sees What it means What to do
"The studio hasn't finished setting up payments yet. Try again soon." Your Stripe account is not connected or not finished onboarding. Connect Stripe in Settings > Integrations and complete Stripe's steps. See Stripe.
"Couldn't reach the payment processor. Try again in a moment." Stripe did not answer. Usually temporary. If it persists, check your Stripe connection.
"Checkout cancelled. Your card wasn't charged." They closed the Stripe page. Nothing.
"This extra doesn't have a price set yet." The item has no price in your catalog. Set a price on the package or à la carte item.
"Something went wrong with the checkout." Anything else. Try it yourself from the couple's page; if it repeats, contact support.

If a catalog item behind an extra has been deleted or deactivated, the Buy link no longer works. Remove the row in the Upsells panel and add a current item.

If it didn't work

  • The couple paid but you see nothing in Hailo. Stripe tells Hailo when the payment completes; give it a minute, then check the notification bell and the client's record.
  • Buy sends them to "Not ready just yet". The gallery is not published.
  • UpsellsOffer paid extras on the gallery, pulled from your catalog so names and prices stay in sync.
  • What the couple seesWalk through the couple's gallery from the splash to the footer, and every page they can land on.
  • Connect StripeTake card and ACH payments from couples through your own Stripe account, with 0% taken by Hailo, and finish a setup Stripe left pending.
  • Get paid by cardTake card payments through Stripe or Square on invoices and booking pages, and understand what the couple sees before and after they pay.
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