My family member / friend couldn't access the app

Added your family or friend to the friends & family plan but the app prompts them to subscribe?

Cassy from Hallow avatar
Written by Cassy from Hallow
Updated over a week ago

Congratulations on upgrading to the Friends & Family plan!

You can add your friends and family members by following the steps here.

To confirm that you have successfully added your friends and family to the plan, kindly follow these steps:

  1. Please log in using this link;

  2. Tap Friends and Family.

    1. If they were successful in accepting the invite, it should show their email under "Members".

    2. If they haven't accepted the invitation yet, it will show under "Pending"

Please make sure the new members have canceled their own single membership with Hallow, before inviting them to join your Friends & Family Plan.

If your members still don’t have full access to the app even if they have successfully accepted the invite, they are likely not logged in correctly. Please have them follow the steps given below:

  1. First, log out from the app. How to Log out?

  2. Next, log in using the Continue with Phone or Email option and enter the email associated with their respective accounts. How do I log in?

If the family owner can see the invited family member as "pending" but the invited family member has not received the email. Please follow the troubleshooting steps below:

  1. Check the spam folder for an email with the subject 'Hallow Family Plan Invite.'

  2. If the email isn't found, cancel the pending invite and resend it by entering the email address again.

If the member you are trying to add gets an error with accepting the invite, they may not have created an account and need to do this first.

  1. Have them create an account by clicking this link.

  2. Once they're done, please email support so we can add them manually for you! You can send us an email at

We're always here to help if you need it. You can reach out through this purple chat window on the bottom-right corner or through e-mail at

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