Contact support

Reach a person at Hailo from inside the app or by email, and send the few details that get your problem solved in one reply.

Updated September 2, 2026

There are two ways to reach us, and one of them is better than the other for almost everything.

The Feedback tile, from inside Hailo

Use this first. It arrives with the page you were on and, if you want, a picture of your screen already attached.

  1. Click Feedback in the sidebar footer. It sits above Settings, in every wing, on every screen.
  2. A box titled What's on your mind? opens. The page you are on is shown as a small chip, so we know where you were without asking.
  3. Type your note. The placeholder reads "A bug, an idea, anything at all".
  4. Tick Screenshot of this page to attach what you are looking at. Or click the picture chip to pick an image file from your Mac; a small × removes it.
  5. Click the send button.

You see Sent to Hailo and "We read every note and reply within 24 hours." Click Done.

Tip

Attach the screenshot whenever anything looks wrong. It saves a round of questions and is usually the difference between one reply and four.

Replies come to the email address on your account.

Limit Value
Note length 8,000 characters
Screenshot Around 8 MB
Notes per hour 12

Your note, the page you were on, any screenshot and your version number are emailed to us with your address as the reply-to. Every note is logged on Hailo's side as well, so nothing is lost if the email is slow.

The contact page, for anything with a file attached

hailo.studio/contact

The Feedback box takes images only. So when you need to send a log file, write to us from the contact page instead and attach the file to our reply. Use it too when Hailo will not open far enough to show the sidebar.

What to include

The more of this you put in the first message, the fewer replies it takes.

When What to include
Every time Your studio name, and the email you sign in with
Every time What you clicked, and what you expected to happen
Every time The exact message on screen, quoted word for word. "It said something about a connection" is not enough to search for
Every time Roughly when it happened, in your Mac's local time
A desktop problem The diagnostic file launch.log
A Deliver problem The gallery link, and whether you or the couple saw the problem
An Edit problem The couple's name and the stage the run stopped at
A payment problem The invoice number and which payment rail was used

You do not need to quote your version number when you use the Feedback tile: Hailo sends it. By email, include it. Click More at the bottom of the sidebar and read the last line, Version v1.2.140.

Attach a diagnostic file

For a problem with the Mac app, support asks you to attach launch.log. Logs and diagnostics has the Finder steps for finding it and attaching it to an email. If support needs a different file, they name it in their reply.

What not to send

Heads up

Never send your password, a recovery code, a card number or a client's card details. Nobody at Hailo will ever ask you for any of them, and a message that contains one should be deleted rather than forwarded.

A diagnostic file contains your email address and the names of the folders you pointed Hailo at. It never contains your password or your footage.

If you think someone else has your password, change it yourself first, then write in.

Before you write

A few problems have a fix you can do faster than we can reply.

If it didn't work

"Couldn't send. Try again". The note did not reach Hailo. Check your connection and send again. If it keeps failing, send the same text from the contact page.

"That file couldn't be read as an image". Pick a PNG or JPG. Screenshots taken by macOS are fine.

The send button is greyed out. The note is empty. Type something first.

You cannot open Hailo at all. Write to us from the contact page with your studio name, then attach launch.log to our reply.

  • Send feedbackSend a bug, an idea or a question to Hailo from the Feedback tile, with a screenshot of the page you are on if it helps.
  • Logs and diagnosticsFind the diagnostic file support asks for and attach it to an email, using Finder.
  • VersionsFind which version of Hailo you are running, understand why Manage and Deliver can be newer than it, and read the release notes.
  • Edit won't open or shows Reconnecting to the editorWork out why the Edit wing is stuck on a holding screen, and get it open again in a few steps.
  • An analysis paused, stopped or failedRead the message on the progress card, work out which of the five causes you have, and get the run moving again without losing finished work.
  • An update failedRetry a failed update, free the disk space that usually caused it, and reinstall from the download page if you have to.
  • Email isn't sendingFind out why a proposal, invoice, gallery link, automation or notification never arrived, and fix the mailbox or the setting behind it.
  • The couple can't open their galleryMatch the page the couple is seeing to its cause, from an unpublished draft to a mangled link, and fix it from the editor.
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