If you shared your Friends & Family Plan invite link or sent an email invitation but people are having trouble joining, this article will help you troubleshoot common issues.
Common reasons this happens:
They haven't canceled their existing Hallow subscription
They're logged in with a different account than the one they used to accept the invite
They don't have a Hallow account yet
Step 1: Confirm They Successfully Joined Your Plan
Check if your family member successfully joined your plan:
Go to hallow.com/settings/family and login with your credentials
Look at the Members section
Check the status:
✅ If they should up under Members: They successfully accepted and are on your plan
❌ If they do not show up under Members: They haven't accepted the invitation yet
Step 2: Make sure they canceled their own subscription
New members MUST cancel their own individual Hallow subscription before joining your Friends & Family Plan. If they already have an active subscription, they won't be able to join until they cancel it.
To cancel a subscription:
After they cancel, have them:
Click your Family Plan invite link again, OR
Accept the email invitation again (if you added them via the Add member button)
Step 3: Have them log in with with the correct account
If they accepted the invitation but still see a prompt to subscribe, they're likely logged in with a different account.
Have them follow these steps:
Log out of the Hallow app -> (How to log out)
Log back in using the same account type(email or phone) they used to accept your invitation
If they accepted using an email → log in with email
If they accepted using a phone number → log in with phone
If they accepted using Google → log in with Google
If they accepted using Apple → log in with Apple
3. After logging in with the matching account, premium content should be accessible and the subscription prompts should disappear.
💡 Not sure which account they used?
Have them e-mail Hallow's support team at support@hallow.app providing their full name, email, and phone number so we can help identify their account.
Troubleshooting: Invitation email not received
If you sent an invitation to their email but they haven't received it yet:
Ask them to check their spam folder for an email with the subject Hallow Family Plan Invite.
If they don't see it, make sure there are no typos in the email or share your Family Plan invite link with them instead.
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!
Troubleshooting: Shared my invite link with someone oversees and they can't join
International users with phone-number-only accounts cannot accept Family Plan invite links.
Solution:
Have them add an email to their account
After adding an email, have them click your invite link again
Have them log in with their email address
US users with phone-number-only accounts CAN accept invite links without issues. If a US user can't join, it's likely due to an existing subscription or using the wrong login method
Troubleshooting: They Joined But Still See Subscription Prompts
If they're in your Members list at hallow.com/settings/family but still seeing subscription prompts in the app:
Solution:
Have them Close and reopen the app (force quit)
The subscription prompts should disappear
If the issue persists: Chat with us through the Contact & Support section in the app and we will help get this sorted.
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 🕊️