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Documentation Index

Fetch the complete documentation index at: https://docs.familyfolder.com/llms.txt

Use this file to discover all available pages before exploring further.

Most issues in Family Folder have a quick fix. Find your problem below and follow the steps to resolve it. If nothing here helps, email us at hello@familyfolder.com and we’ll take a look.
If you can’t sign in, the most common cause is an incorrect password or a mistyped email address.
1

Check your email address

Make sure you’re using the same email address you signed up with. Try checking your inbox for the original welcome email from Family Folder.
2

Reset your password

Go to familyfolder.com/reset-password, enter your email address, and click Send reset link. You’ll receive an email with a link to choose a new password.
3

Check your spam folder

If the reset email doesn’t arrive within a few minutes, check your spam or junk folder. Add hello@familyfolder.com to your contacts to prevent this in future.
If you signed up using Google, use the Continue with Google button on the sign-in page instead of email and password.
If a family member invited you but you haven’t received the email, try the following:
1

Check spam and junk

Invite emails occasionally land in spam. Search your inbox for “Family Folder” or check your spam and junk folders.
2

Ask the sender for the invite link

The person who sent the invite can copy the link directly from the Pending invites section in their Family Settings and send it to you another way — such as by message or email.
3

Try a different email address

If the invite was sent to an address you don’t use regularly, ask the sender to resend it to your preferred address.
A failed upload is usually caused by one of two things: your storage is full, or the file is too large for a single upload.
1

Check your storage usage

Open Family Settings and look at your storage usage. If you’re at or near your limit, you’ll need to free up space or upgrade your plan before you can upload more files.
2

Free up space or upgrade

Delete files you no longer need (they move to the Bin first, giving you a chance to recover them). To get more storage, upgrade to the Family plan (100 GB) from your account settings.
3

Check your connection

A slow or interrupted internet connection can cause uploads to fail for large files. Try again on a stable connection.
Storage limits by plan:
  • Free — 2 GB
  • Family — 100 GB
  • Family Forever — 100 GB
Each plan has a maximum number of family members:
  • Free — up to 3 members
  • Family — up to 10 members
  • Family Forever — up to 10 members
If you’re on the Free plan and have already added 3 members, you’ll need to upgrade to the Family plan to add more. You can upgrade from your account settings or from the pricing page.
If you need to make room without upgrading, you can remove a member from Family Settings. They’ll lose access to shared folders immediately.
The Ask AI button becomes unavailable when you’ve used all your AI runs for the current month.Monthly Ask AI limits:
  • Free — 10 runs per month
  • Family — 150 runs per month
  • Family Forever — 150 runs per month
Your run count resets at the start of each calendar month. If you regularly need more runs, upgrading to the Family plan gives you 150 runs per month.
If the button is greyed out but you haven’t hit your limit, try refreshing the page. If the problem persists, contact support.
Family Folder automatically signs you out after 30 minutes of inactivity. This is a deliberate security feature to protect your family’s documents if you step away from a shared device and forget to sign out.Simply sign back in to continue. If you’re using a personal device and find the sign-out disruptive, make sure the device isn’t going to sleep or locking the browser session before you’re done.
If a shared folder you could previously see is no longer visible, the most likely explanation is that the folder owner has changed your permissions or removed you from the folder.
1

Check with the folder owner

Contact the person who originally shared the folder with you and ask whether your access was changed.
2

Ask to be re-invited

If your access was removed by mistake, the folder owner can add you again from the folder’s sharing settings.
If you are the folder owner and the folder has disappeared, contact support at hello@familyfolder.com so we can investigate.
Still stuck? Email us at hello@familyfolder.com and describe what you’re seeing — we’ll help you sort it out.