Frequently Asked Questions

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#basics

What can I do with my Heylo group?
Heylo gives group leaders the tools they need to run their group, while also providing members with the social features they love. When your whole group is in one place, it’s easier to handle administrative tasks, get together and be social too.

What platforms is Heylo available on?
The Heylo mobile app is available on web with your computer, the Android Play Store and iOS Apple App Store.

Are groups private on Heylo?
Yes, groups are private. Members get added to a group by either by a direct invitation via link or email, or finding your group on Heylo and requesting to join. Members who request to join require approval before joining.

How do I sign up for Heylo?
Once you elect to create a group, or find a group to join, you will be asked to sign up for Heylo by creating an account. Creating an account only requires you to enter your email, password and full name; your full name will be visible to others on Heylo.

How do I create a Heylo group?
Creating a group only requires your group’s name! And you can always change it later.

How do I find a Heylo group?
Download the Heylo mobile app on the Android Play Store and iOS Apple App Store. You can find groups interested in growing their membership base (currently available at select colleges and cities in the US). If you are already a member of a group on Heylo and looking to find another, find more groups through your side control panel (navigate there by pressing the top left) or from member profiles.

Can other people find my group on Heylo?
Yes, anyone can search by group name or location. They can only see your group page and can request to join or send a group rep a message. When requested, admins and group reps will be notified and can message, grant access or ignore the prospective member.

Can I grow my group by attracting more members?
Yes, you can complete a group page and new people can discover your group (only available at select colleges and cities in the US).

What’s my group page?
Your group page is how you convey your group to prospective members. Add an image that depicts your group (group pictures work best), a description and any member requirements you have. Group reps are listed on your group page, and only they can edit the group page.

Is it possible to be a member or a lead of multiple groups?
Yes, you can join or create as many groups as you like. All of your groups are listed in your side control panel, which you can access by pressing the top left on your app screen.

Is it possible to switch between multiple groups?
Press your side control panel and can select the group name under “My groups.”

How does leaving a group work?
You can leave any group by pressing your side control panel and then long pressing on the group name. No one is notified when you leave, but your name no longer appears in joined topics or on the members screen. After you leave your  group, you can rejoin at any time and your profile will remain intact, but your joined topics and event RSVPs will reset.


#invite

How can I invite people to join my group?
You can invite members by email, invite link, or QR code the top right button on the members screen. Note, group admins can disable the ability for members to invite other members; if disabled, the button is not visible to members. In any case, members can always share the group page with others.

How do email invitations work?
Enter the invited member’s email and press the invite button. You can enter multiple emails as long as they are separated by commas or new lines. The invited member will receive an email message from "yourgroup”.invites@heylo.co with your group page and an overview of Heylo in the email body. The email also contains a button at the bottom to join your group.

How do invite links work?
You can copy an invite link and paste it anywhere you communicate with members, like email lists, social media or text. Be careful, anyone with the link can join your group. If you have unwanted group members joining, you can remove them at any time (see remove members below). If the link has been published in unwanted places, please contact support@heylo.co to replace the link.

What happens when an invited member joins from an invite link or email?
Every group on Heylo has a unique link that directs invited members to the appropriate group. Anyone who receives that invite will be able to directly join the group.

How do QR codes work?
QR codes are a unique pattern that an invited member can use to join your group. The invited member can focus their phones’ camera app on the QR code; a prompt will emerge at the top of their phone with a link to join Heylo. Pressing the link brings the invited member to download the Heylo mobile app and then automatically routed to your group. If you’d like QR codes shipped to your address, please contact us at support@heylo.us.


#Topics

What are topics?
Topics organize group messaging. Create topics for separated group chats on a specific subject.

Can anyone create a topic?
Yes. Anyone can create a topic by pressing the top right button on the topics screen.

What’s the difference between a public topic and a private topic?
A public topic is visible to everyone. When new, public topics appear at the top of the topics screen. Any member can join but no one is joined by default. Only those who join can send messages and receive notifications for that topic. For private topics, only invited members can participate. They always appear in the “joined topics” section.

Can anyone join a public topic?
Yes, you have two lists on your topics screen -- joined and not joined. To join a topic, press the topic in the not joined list, and then press the join button at the bottom.

Who is in each topic?
Press the topic and then the arrow at the top next to the topic name. The dropdown sheet will contain all members who are also in that topic.

Who can see messages in a topic?
Any member can see messages in a public topic, even if they have not joined that topic. Members can only send messages in a topic if they have joined. For private topics, only invited members can see messages. Private topic history is not visible to a new invited member.

What are topic notes and descriptions?
Topics have a place to describe the topic or store information in the topic notes. Access the topic notes by pressing the topic name arrow at the top of the screen. You can add or edit a topic image as well.

Is it possible to leave a topic?
Yes, anyone can leave a topic by pressing the topic header. No one is notified when someone leaves a topic, and their name no longer appears in the joined list.

Is it possible to delete a topic?
Yes, but only admins can delete a topic.

Is it possible to mute a topic?
Yes, anyone can leave a topic by pressing the topic header. Mute either new message notifications, new member notifications, or both.

Can specific members be invited to join a topic?
Use @mentions to invite specific members to join a new topic by sending a message in the new topic and type “@” -- all the names of members will appear there. When a member is @mentioned, they will receive a notification even if they have not yet joined that topic.

What is the general discussion topic?
By default, your group includes a topic called general discussion. Everyone is joined to the general discussion topic by default when they join your group. It is the only topic that new members join by default. Anyone can leave general discussion.

What are announcements?
Admins share important information applicable to the whole group in announcements. Only admins can send announcements, and announcements can be sent by in-app message only or by email too. Members cannot leave Announcements.


#Events

Why create events on Heylo?
Events on Heylo allow members to RSVP and see who else is going to upcoming events. Every event has its own event chat for participating members so you can message in real time with those attending without notifying the whole group. Events in your group can also be added to personal calendars with Heylo’s calendar integration. Add a location to easily navigate with Google Maps and add notes to share details like what to bring. You can beautify your event with an image too. If your event happens regularly, you only need to create it once and mark it as recurring.

What can be shared with events?
Events can have a day, start time, location, note and image. But only a day and time are required to create an event. There is no end time with events on Heylo.

Who can see events?
All group members can see events.

How are events added to my personal calendar?
Events on Heylo can be added to personal calendars by RSPVing positively. Heylo users can edit any event information before adding to  their calendar. For iOS users, the Apple Calendar will be used. For Android users, the Google calendar will be used.

If the event details change, will my personal calendar be updated?
No. Events added to your personal calendar will need to be updated for any changed event information.

What happens upon RSVPing?
RSVPing “yes” or “interested” to an event allows other members to see and automatically adds the event chat. Only admins can see those who are “not attending.” A reminder notification on the day of the event is sent to all who have responded “yes” or are “interested.”

How to set a limit on attendance?
You can add an event participation cap to set a maximum number of participants for your events.

What happens when members RSVP beyond the attendance limit?
When your group RSVPs, anyone over the limit is added to a waitlist. Heylo reminds event attendees in advance, and if someone can't make it, no problem! The next member on the waitlist is confirmed and automatically notified. The earliest RSVPs are highest on the waitlist so events are transparent and fair for everyone.

How do recurring events work?
Mark an event as recurring, and the latest event will be automatically created. Recurring events are created at least two weeks in advance.

How do email reminders work for events?
If selected in group settings, all group members, both joined and just invited to the group, receive an email with all the upcoming events for the week on the Sunday prior. The email contains the event information and who is going with an RSVP button at the bottom. Emails can be previewed in group settings when there is an upcoming event.

Can attendance be tracked?
Yes! 30 minutes before your next event, an attendance button will appear on the event details screen. It will be pre-populated with members who RSVP’d. Simply mark them as “in-attendance” or search for anyone missing. If you have a payment plan, the details will be listed next to each attending member as well.


#Payments

How do Heylo payments work?
Heylo helps groups collect recurring memberships, event donations and one-time event payments.. Enable payments by linking your bank account information and then adding the donations feature when creating your next event. Members can pay with credit card, Apple Pay or Google Wallet from their app or computer. Member information is stored for easy purchases thereafter.

How do recurring payments work?
Heylo will collect membership dues on your behalf. You can include a free trial, or initiation fee, and collect on a monthly or annual basis. Only paying members can remain in your group.

Can I have multiple payment plans?
Create as many as you’d like! They can be visible to members or not.

What is an exempt payment plan?
Exempt plans are reserved for people who should be in the group but not pay. These can include group leaders, captains, coaches, advisors, etc.

How can I see my paid members?
When your membership launches, you’ll have a dashboard that helps you track revenue and paid membership sign-ups. You can customize your views by date or time as well.

What if a member needs to cancel their subscription?
They can manage their membership and cancel directly in the Heylo app.

What fees are there for payments on Heylo?
Heylo charges a 10% platform fee and Stripe payment processing fees.

What are Stripe payment processing fees?
Stripe is Heylo’s payment processor. Stripe charges 2.9% + $0.30 per transaction. Heylo deducts this amount from your payments automatically.

How do I get started?
Under Admin settings, press “Payments” and enter your account information. This process will take approximately 5 minutes to complete.

Why provide so much information?
US regulations require companies accepting payments to provide basic Know Your Customer information for regulatory purposes. Your information is kept private per Stripe’s Privacy Policy.

Will I get tax forms?
Yes. Tax forms are sent by Stripe after year end if over $600 received in any one year period.

Can I collect payments as an individual or business or nonprofit organization?
Yes. No matter your legal entity, you can collect payments on Heylo. Please designate the appropriate entity when you complete your account information.

What forms of payment are accepted?
Members can pay with any major credit card, and in some cases, Apple Pay or Google Pay too.

When do I get paid?
Payments are collected on your behalf and distributed directly to the linked bank account, net of fees, every Friday.


#Members

What can be shared in a profile?
Members can share anything about themselves and their interests in their profile.  A photo may also be added.

Can custom profile fields be added?
Yes! Up to five customizable profile fields can be added for members to complete. Members will receive a percentage completion next to their own profile to indicate when their profile is not yet complete. Customizable profile fields are only visible to other members of your group and are not visible to Heylo users publicly.

Can a custom profile field be edited?
Once a custom profile field has a response, the field cannot be changed. This is to ensure that the custom profile field responses stay relevant to the the custom profile field.

Can a custom profile field be deleted?
Yes. An admin can delete any custom profile field. Note, all responses to the custom profile field from other members will also be deleted.

What is “Member since”?
Members can specify when they first joined the group. The date will be displayed on their profile to other members of the group but not other Heylo users publicly.

What are titles?
Titles recognize group leaders. Any member with a title will be listed under “Leadership” on the members screen, and their title will be visible on their profile. Admins can grant or rescind titles for anyone in the group, including themselves, titles.

Are profiles mandatory?
Profiles are encouraged but are not mandatory.

Who else can see a profile?
For members, only other members in your group can see your profile. Your profile is not visible to anyone who is not a member of your group. For admins and group reps, prospective members can see your profile too.

How are members displayed on the members screen?
Updated profiles in the past 7 days are displayed at the top of the members screen, as are new members.


#Content

What is content?
Content is where you can store text and images for your group.

How is content added?
Press the top right on the content screen to add photos or resources (long form text).

How do photos appear on content?
All photos sent in topics or event chats are automatically added to the photo section in content. Photos can also be added directly to content by pressing the top right button.

Can photos be downloaded?
Yes, any member can download a photo. There is also an Instagram integration to add a photo directly to an Instagram story.

Can photos be deleted?
Yes, the member who sent the photo can delete the photo. Or, a lead can delete any photo.

Can text also be saved to content?
Yes, save long form text in the resources section on the content screen. A title and an image can also be saved with the long form text.

What is “New members, read this”?
By default, every group on Heylo has a resource that outlines basic member guidelines. Admins can edit or delete this resource as needed.


#Messaging

What can be done with Heylo messaging?
Heylo messaging is built on real-time messaging sorted by time sent (like texting, not like social media by algorithm). Send messages with text or image, @mention specific members, react to any message, reply to any message, click shared links or delete messages sent. Video and GIFs are not yet supported but coming soon!

Is there direct messaging on Heylo?
Yes, private direct messages can be sent, but only to members of your group. Prospective members can send a message to group reps too.

Can direct message chats be removed?
Yes, click the private message and then the three dot menu in the top right to remove. The other participant will not be notified.

Are private messages encrypted?
No. But they are stored in a secure database and are not associated with the name of any specific person.


#Admin

What administrative privileges do group admins have?
Admins can remove any member from your group by pressing their profile and then the top right three dot menu. Admins can delete any topic, or any message or image sent in any topic or event chat. Admins can make any member an admin or group rep. Admin can customize the group page. Admins can make announcements that can be sent in app only or by email to everyone joined and invited too.

What controls do group Admins have?
Group admins can control whether group members can add content, invite other members directly or create events. These controls are accessed in your group settings by pressing "admin" on the furthest right bottom button.

What is a group rep?
A group rep is recognized with the Group Rep title. They are visible to prospective members and can also have lead admin privileges, but do not have to. Group reps are listed on the group page, and prospective members can communicate with them before joining the group.

How are waivers signed?
Add your waiver in your admin tab, and when members join they’ll be asked to sign your waiver. They “sign” by checking that they “have read, understand and agree to…” your waiver terms.

What if I need to update my waiver?
You can update your waiver anytime. You’ll have the option to ask existing members to complete the updated waiver, or just make it available for new members.

What if I need to look at a waiver that a member signed?
Head over to their member profile and press “manage.” There, you’ll see when they joined and signed your waiver, and a copy of the document as well.

Can my group be customized?
Yes! Customize your group header by adding your logo! You can also add your website, Instagram, or LinkedIn to be shared on your group page and in the footer of your emails. To customize your group, see the admin button on the bottom of your phone screen.

Can the Heylo app icon be customized?
No, currently it is not possible to customize app icons. Please contact us at support@heylo.co if this is an issue.

Can Heylo users be blocked from searching for my group?
No, but anyone who requests access to join your group from your Heylo group page can be ignored. You can also indicate that you are not accepting new members in the Requirements section of your group page.


#Support, #Data and #Privacy

How are push notifications controlled?
Not disrupting people with unnecessary push notifications is one of our values at Heylo. In notification settings (accessible through your settings in your side control panel), customize notifications for new members, events and messages too.

What’s the best way to contact Heylo?
At Heylo we take pride in our customer service. You can message us anytime in Heylo Support private chat in your group control panel. Or email us at support@heylo.us. We are also active on Instagram as @heylo_co and you can reach us through direct message there too.

What does Heylo do with my data?
We do not sell your data. We do look at anonymous user behavior, both individually and aggregated, to improve our product experience. Please see our Terms of Service and Privacy Policy for details.

Who is the technical support animal on your team?
That is Mugi, Brandon’s dog, and she is very smart. But when mistakes are made, it’s usually her fault 😉.