Add or manage household members

This guide shows you how to add people to your family membership, remove them, and change who the primary member is.

Who can do this: The primary member on a family or household membership. Linked (non-primary) members can view the page but cannot make changes.

Before you start

You need a family or household membership level. This page is not available on individual membership levels.
Have the name of the person you want to add. Their email address is optional (you can leave it blank for children or anyone without an email).

Steps

View your household

Sign in to the member portal.
Select My membership in the navigation.
Select Household. The page shows all the members currently on your plan and how many seats are used (for example, “Family membership · 2 of 4 members”).

Add a member

Select Add member.
In the dialog that opens, enter the person’s Name (required) and, optionally, their Email address and relationship.
Select Send invite (or Add member if you left the email blank).

If you enter an email, the person gets an email invitation to join your household. Their row shows “Invited” until they accept. If you leave the email blank, the member is added immediately with a profile but no sign-in account.

If the person already has an account, they’ll be asked to sign in when they open the invitation.

Invitations expire after 30 days — remove and re-invite to send a new one.

If your household uses owner-only sign-in, the dialog reminds you: “Your household uses owner-only sign-in, so the people you add won’t get a sign-in of their own. With an email, they’re asked to confirm they’re joining.”

Check whether an invitation went out

While an invitation is waiting to be accepted, its row tells you how the email went:

“Sending…” — the invitation is on its way. This usually clears within a few minutes.
“Invited” — the email was sent. The person needs to open it and accept.
“Not sent” — the invitation email didn’t go out. Remove the invitation and invite them again later.
“Not delivered” — the email couldn’t be delivered. The address may not accept email from your organization. Remove the invitation and invite a different address, or ask the person to contact your organization.

There is no resend button. To send a fresh invitation, remove the old one and invite the person again.

Membership cards

Digital membership cards aren’t available yet, so the household page has no card to view for any member.

Remove a member or an invitation

Select the action menu (the three-dot icon) on the member’s row, then select Remove (on an invitation that hasn’t been accepted, select Withdraw invitation).
Read the confirmation dialog carefully — removing a member ends their access. Select Remove [name] to confirm (or Withdraw invitation for an invitation).

The removed member receives an email with a 48-hour window to reverse the removal. Withdrawing an invitation sends no email; the invitation link simply stops working.

Reassign the primary

Select Reassign primary below the household roster (next to Add member).
Select the new primary from the list of members who have accepted their invitation, then select Continue.
Select Send request.

We email the new primary a link to confirm. Nothing changes until they confirm — until then you’ll see Waiting for [name] to confirm on the household page, and you can select Cancel request to withdraw it. The link expires after 7 days.

When the new primary opens the link they review the change, tick the box to agree, and select Confirm. If the household renews automatically, they first add a card (or agree to use the card they already have) for future renewals. Once they confirm, they become the primary and take over the household’s billing and renewal, and you stay in the household as a linked member.

If your household uses owner-only sign-in, the confirm step also tells you: “Sign-in moves with the primary role: [name] will be able to sign in, and you won’t unless you have a membership of your own.”

Renewing as a linked member

If you’re a linked (non-primary) member and your organization lets household members renew, the Household page shows Renew household membership below the list. It opens the renewal page, where you confirm the amount and the household’s saved card — the primary’s default card — is charged. You don’t enter or see any card details. See Renew your membership.

If the button isn’t there, only the household primary can renew.

Your organization can set a household level so that only the household’s primary member signs in. Linked members keep their profile and membership, but they don’t have a sign-in of their own.

If you’re the primary member, the Household page shows: “Your household uses owner-only sign-in. Only you, as the primary member, can sign in — linked members keep their membership but can’t sign in to the member portal.” Each linked member who can’t sign in has a “No sign-in” badge on their row. You can still add, remove and reassign members as usual. People you add don’t get a sign-in of their own.
If you’re a linked member with a membership of your own, you can still sign in and view the household. The page shows: “Only the household owner has a login — contact [primary member’s name] for account access.” Rows of members who can’t sign in show “No sign-in”.
If you’re a linked member without a membership of your own, you can’t use the member portal. When you try, the portal shows that the household’s primary member signs in for your household and asks you to contact them. Your membership and details are kept.

There is no link the primary can send to show a linked member their membership without signing in.

Verify

After adding a member, the seat count at the top of the page updates (for example, “3 of 4 members”). An invitation holds a seat until it is accepted or removed. After removing a member, they no longer appear in the roster.

If something goes wrong

The “Add member” button is missing or greyed out — you’ve reached the seat cap for your membership level. Remove a member before adding a new one.
“That address already has an invitation to this household” — remove the existing invitation first, then invite again.
“You’ve sent several invitations recently” — wait a little before trying again. You can re-invite the same address after a minute, up to three times a day.
The invitation shows “Not sent” or “Not delivered” — remove it and invite again, or try a different email address.
The person says their link doesn’t work — the invitation may have expired (after 30 days) or been removed. Remove it if it is still listed, and invite them again.
A member’s row shows “No sign-in” — your household’s level uses owner-only sign-in, so that person can’t sign in to the member portal. Their membership is unaffected. Only your organization can change this setting.
“Reassign primary” only shows invited members — only members who have accepted their invitation can become the primary. Wait for any pending invites to be accepted first.
“[Name] doesn’t have an email address on file” — the new primary needs an email address to receive the confirmation link. Ask your organization to add it.
“A primary reassignment is already waiting for confirmation” — only one request can be open at a time. Select Cancel request, then start again.
“[Name] can’t take over this household online” — the household’s renewal payments can’t move to a new card online (for example, they’re paid through PayPal). Contact your organization to make the change. Nothing has changed: you are still the primary.
The new primary’s link says it’s no longer available — it expired, was already used, or the request was cancelled or closed because the household changed. Start a new request.