Help Center


  • What is HailoPay?

    HailoPay is a secure, quick way for drivers to accept credit card payments for any journey, even if it was not booked via Hailo.

    Nov 02, 2015 03:06PM GMT
  • What do I need to use HailoPay?

    You do not need to install any hardware or sign up to anything - this is included as part of your Hailo driver account. For the best experience, you will need version 4.31 of the driver app or higher - but you will be able to accept payments via HailoPay no matter which version of the app is currently installed on your phone.

    Nov 02, 2015 03:07PM GMT
  • How does HailoPay work?

    Ask the customer to go to and enter your badge number. Alternatively you can text them the link by tapping HailoPay (when On Shift and Busy) and entering their phone number (not all international numbers are supported). The customer is then presented with a screen showing your photo and name, and a credit card form. The customer then enters their credit card details, as well as the amount that is due to pay; we prompt the user to add a tip if they wish. When the payment goes through, both you and the customer will get an immediate notification (you will need to be on shift in the Hailo app to see the notification). You will also both get an email receipt. You can also check in your Jobs history - a HailoPay payment will show as a card job.

    Mar 01, 2016 11:20AM GMT
  • How do I get started with HailoPay?

    Place a sticker in your cab to let passengers know that you accept HailoPay - the sticker displays instructions that will help passengers complete the process. Stickers are available from the Hailo driver office.

    Nov 02, 2015 03:09PM GMT
  • Do I get charged for taking payment via HailoPay?

    No. HailoPay payments are free for both you and the passenger.

    Nov 02, 2015 03:08PM GMT
  • When do I receive the money from HailoPay payments?

    This will be paid to you as part of the normal Hailo payment cycle, just like other card payments. You can check any HailoPay payments in your driver statement.

    Nov 02, 2015 03:09PM GMT
  • The customer paid too little / too much! Help!

    If the passenger paid too little, tell them to click the “Make a new payment” link in the confirmation page. This allows them to make a new payment for the difference that is owed. For example, if the fare was £15, but they only paid £10, ask them to make a new payment for £5. If the customer paid too much, get in touch with us via the “Send Feedback” option in your app. You can also ask the passenger to get in touch with us either via the link in their payment confirmation page, or by replying to their email receipt.

    Sep 26, 2015 11:37AM BST
  • What happens if the payment is unsuccessful?

    If the payment is not successful, both you and the passenger will be notified immediately. Please ask the passenger if they would like to try again with HailoPay or to settle the fare with an alternative payment method.

    Nov 02, 2015 03:10PM GMT