Troubleshooting
What to do about invite links, join codes, photos, missing people, and connection messages.
The link didn’t open the app
Make sure Our People is installed on the phone you’re tapping the link from. If it’s already installed and the link still opens a web page instead of the app, open Our People yourself, choose “I have a link or a code” on the “Start fresh, or join your family?” screen, and type the code shown on that page — see Sharing with family.
“That code didn’t work”
Codes can go out of date — anyone in the family can replace the link and code by tapping Make a new link on the Family screen (Settings → Family). Ask them to do that, then use the new link or code, checking that you’ve typed it exactly.
No connection when you first open the app
The very first time Our People runs, it needs the internet for a moment to get set up. If there’s no connection yet, Browse shows “Connect to the internet once to get your family’s people.” — it keeps checking automatically, so once you’re online it continues on its own. After that first time, Our People works fine without a connection.
If you see “Waiting for connection…” under the title after that, it just means something you added or changed hasn’t sent yet — it will, as soon as you’re back online.
“You’re no longer in that family”
This means someone removed this phone from the family, or the family was closed. Tap OK, then either start fresh or join again with a new link from someone still in the family.
A photo won’t load
Open the person’s photo once while you’re connected to the internet — after that, it’s saved on your phone and opens fine even offline. If it still won’t load, check your connection and try again.
Someone’s missing after joining
Right after you join a family, Browse shows “Getting your family’s people…” while everyone downloads for the first time. This can take a little while depending on how many people are in the library and your connection. If someone’s still missing after that finishes, close the app fully and reopen it to refresh.
Still stuck? See Support for how to reach us.