If you added someone to your Friends & Family Plan but they're still being asked to subscribe, this article will help you troubleshoot the issue.
Common reasons this happens:
They haven't canceled their existing Hallow subscription
They haven't accepted your invitation yet
They're logged in with a different email address
Step 1: Confirm the invitation was accepted
Check if your family member successfully joined your plan:
Log in to your account at hallow.com/login
Click Subscription
Check the status:
Members: They successfully accepted and are on your plan
Pending: They haven't accepted the invitation yet
Step 2: Make sure they canceled their own subscription
⚠️ Important: Please make sure the new members have canceled their own single membership with Hallow, before inviting them to join your Friends & Family Plan.
If they already have an active subscription, they won't be able to join your Friends & Family Plan until they cancel it.
Step 3: Have them log in with the correct email
If they accepted the invitation but still see a prompt to subscribe, they're likely logged in with a different email address.
Have them follow these steps:
Log out of the Hallow app (How to log out)
Log back in using Continue with Phone or Email
Enter the email address that received the Friends & Family invitation
Try accessing premium content again
Troubleshooting: Invitation email not received
If you see them as "Pending" but they haven't received the invitation email:
Ask them to check their spam folder for an email with the subject "Hallow Family Plan Invite"
If they don't see it, cancel the pending invite and resend it with their email address
Troubleshooting: Error accepting the invitation
If they get an error when trying to accept the invitation, they may not have a Hallow account yet.
Here's how to fix it:
Have them create an account at hallow.com/signup
⚠️ Important: They should only create an account—do not subscribe or start a trial. When you're invited to join a Family Plan, you don't need your own subscription. You only need to create an account and accept the invitation.
2. Once their account is created, email us at support@hallow.app and we'll add them to your plan manually
Include their email address in your message so we can help quickly!
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 support@hallow.app 🕊️