Troubleshooting · Kindred

Something not working as expected? Find your problem below. Each answer is based on how Kindred actually behaves, with the exact messages you might see. If you’re still stuck, our team is happy to help through Support.

I didn’t get the email code

Kindred emails a 6-digit code when you create an account and when you reset your password.

Check the address. The Check your email screen says “Enter the code we sent to your email.” If the address is wrong, go back and fix it.
Check your spam or junk folder, and any “Promotions” or “Updates” tabs.
Wait a minute. Email can take a little while.
Send a new code. Tap Send a new code on the code screen. You’ll see “A new code is on its way.”

Good to know:

Codes expire after 15 minutes. An old code shows “This code has expired. Please request a new one.”
Only the newest code works. Each new code replaces the previous one, so use the code from the latest email.
Wait 30 seconds between requests. Asking again too soon shows “Please wait a few seconds before requesting another code.”
5 wrong tries lock that code: “Too many incorrect attempts. Please request a new code.” A wrong code tells you how many tries are left.
If Kindred couldn’t email the address at all, you’ll see “We couldn’t send an email to that address. Please check it and try again.”
Password reset codes are sent only if an account exists for that email. If no code arrives, try the address you signed up with.

I closed the code screen before entering the code

Start again with Create my family and fill in the form with the same email. Kindred sends a fresh code. Until you confirm, signing in reminds you to verify your email first.

Match the message you see:

Message	What to do
“Incorrect email or password.”	Check the email, or reset your password with Forgot password?
“This account uses Google or Apple sign-in.”	Use Continue with Google or Continue with Apple
“Your parent hasn’t approved your account yet. …”	A parent needs to approve it first
“Can’t reach Kindred. Check your connection.”	Check your internet connection and try again

More situations:

You haven’t confirmed your email yet. Kindred asks you to verify your email first. See the section above.
You created your account with Apple and now use Android or the web. Apple sign-in is available only on iPhone and iPad. On your iPhone or iPad, open the Me tab and note the email under your name. Then on the other device, use Forgot password? with that email to set a password. The same works for a Google account if you’d rather use a password.
“An account with this email already exists. Please sign in instead.” You already have an account. Use I already have an account, or Forgot password? if you don’t remember the password.
You were signed out. A sign-in lasts up to 90 days on each device. After that, sign in again.

“Google and Apple sign-in are for ages 13 and over.” Google and Apple sign-in aren’t available to children under 13. They sign up with an email address and a parent’s approval. See Kids and parents.
Kindred asks “When were you born?” when you sign in with Google. That happens the first time you use Google, because it would create a new Kindred account. If you already have an account, check that you picked the Google account with the same email.
“Your Google account email is not verified.” Verify your email address with Google, then try again.
On the web, there’s no Continue with Google button. The button loads from Google. A browser extension that blocks trackers or scripts can stop it from loading. Allow Google sign-in for kindredplace.app, or use your email and password.

“Sign in with Apple isn’t available. Sign in to your Apple Account in Settings, or use another option.” Your iPhone or iPad isn’t signed in to an Apple Account. Sign in to it in the Settings app, or use email or Google instead.

Notifications aren’t arriving

On iPhone and iPad

Allow notifications. Kindred asks right after you sign in. If you chose not to allow them, open the iPhone Settings app, find Kindred under Notifications, and turn on Allow Notifications.
Turn on the channel in Kindred. In the Me tab, go to Settings → Notifications and make sure Kindred app is on.
Stay signed in. Signing out stops notifications on that device until you sign in again.
Check Focus and Do Not Disturb on your device, which can hold back notifications.

On Android and the web

Kindred doesn’t send push notifications on Android or in the browser yet. You can still keep up:

New activity appears in your Notifications inbox in the app (the Me tab shows the count).
To get family messages outside the app, turn on Email, WhatsApp or Text message in the Me tab under Notifications. For WhatsApp and text messages, add your number in Edit profile.

Someone says they sent a message, but I didn’t get it

Each message reaches you only on the channels you’ve turned on. “Turning a channel off means no one can message you there.”
WhatsApp and text messages need a number in your profile. If WhatsApp number is empty, Kindred uses your Phone.
Every message also lands in your Notifications inbox and on the Messages tab.
If you blocked the sender, you don’t receive anything from them. Check Blocked people in the Me tab.

See Notifications and Messages.

Links open in the browser instead of the app

Kindred’s invitation links and parent approval links start with https://www.kindredplace.app/invite/ or https://www.kindredplace.app/consent/. When Kindred is installed, these links should open the app.

If a link opens a web page instead:

On an invitation page, tap Open in the iPhone app (it opens the Kindred app on Android too), or copy the code with Copy code and paste it in the app under Got an invitation? Enter code (signed out) or Join with an invite code (signed in). You can also choose Continue on the web.
On a parent approval page, you can approve or decline right there on the web. If you have a Kindred account with the email the request was sent to, you can also approve it in the app under Me → Children.

Why it happens and what helps:

On iPhone and iPad, links open the app when you tap them in apps like Messages, Mail or WhatsApp. Typing or pasting a link into Safari’s address bar opens the web page. Touch and hold the link to see an option to open it in Kindred.
On Android, links to www.kindredplace.app open the app. A link without www. opens the web page first. If links never open the app, check Kindred’s “open by default” or “supported links” setting in your phone’s Settings (names vary by phone).
In-app browsers in some apps open links inside themselves. Choose the option to open the link in your browser, then use the buttons on the page.
Make sure Kindred is up to date from the App Store or Google Play.

Photos won’t upload

Size and type. Photos can be JPEG, PNG or HEIC, up to 10 MB each. Kindred shrinks photos before uploading, so most phone photos are fine. A photo that’s too large shows “Images must be 10 MB or smaller.”
On the web, HEIC photos. Some browsers can’t open HEIC photos from an iPhone. If a photo doesn’t appear or won’t crop, save it as JPEG and try again.
Up to 6 photos per post. The Add photos button stops at 6.
Documents on a person (PDFs and images) can be up to 25 MB. See Edit a person.
Permissions. Viewers can’t add posts, or photos on people. Collaborators can change photos only for people in their own branch of the family. See Members and roles.
Connection. Uploads need a working connection. If you see “Can’t reach Kindred. Check your connection.”, try again on a stronger signal or Wi-Fi.

The app is in the wrong language

Kindred has its own language setting, separate from your phone’s or browser’s language.

Change it: open the Me tab and choose Language (under Settings on iPhone, iPad and Android).
On the welcome screen, pick a language under Language before you sign in.
Changing your phone’s language doesn’t change Kindred. Kindred uses your phone’s or browser’s language only the very first time you open it.
Kindred switched language when I signed in. Your language is saved to your account, and Kindred uses it on every device you sign in to. Change it in the Me tab, and the new choice is saved.
Emails or WhatsApp messages arrive in the wrong language. They use the language saved on your account. Change your language in the app, and new messages follow it.

Something else

“Something went wrong. Please try again.” Try again in a moment. If it keeps happening, contact Kindred.
An invitation says “This invitation is no longer valid.” It was already used or revoked. Ask for a new one. See Invite your family.
A parent approval link says “This link has expired or was already used.” Links work for 7 days and only once. The child can sign up again to send a new one.
You can’t edit someone in the tree. Collaborators edit only their own branch of the family, and viewers can’t edit. See Members and roles.

Contact support

If none of this helps, contact Kindred through Support. Tell us which device you use (iPhone, iPad, Android or the web), what you were trying to do, and the exact message you saw. A screenshot helps.