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"Send invite" is greyed out, or it says "No account found"

Customer Support
Updated

You've typed an email address on the Invite to your family screen, but Send invite stays greyed out. Don't worry — this is usually easy to fix, and it's almost always the address rather than anything wrong with your account.

Why it happens

The app checks the address as you type and only enables Send invite once it finds an Ask A Vet account that can be invited. Until then the button stays inactive.

Quick checks

  • Give it a second. The check runs shortly after you stop typing — the message can briefly be blank.
  • Check for typos, extra spaces or a different domain (.com vs .co.uk).
  • Make sure it's the address they actually signed up with, not another one they use.

Fix it based on the message you see

"No account found. They need to sign up first."

There's no Ask A Vet account on that address.

  1. On the invite screen, find the card Don't have an account yet?
  2. Tap Share app link and send it to them.
  3. Ask them to download the app, create an account, and tell you the exact email address they used.
  4. Come back and invite that address.

"You can't invite yourself."

You've typed your own address. You're already the owner of your family — invite the other person's address instead.

"This person is already in a family."

They're already an active member of your family. Check the My family tab — they'll be in the list.

Good to know

Please note: Vet accounts can't be invited as family members. If your invitee signed up as a vet, their address will come back as "No account found" even though the account exists. They'd need a separate pet-owner account. [CONFIRM: whether a vet may create a separate pet-owner account on a different email address]

Tip: Being in someone else's family does not block an invite. A person can be in several families at once, and can own their own family too — so go ahead and invite them.

Still stuck?

If the address is definitely correct, they're definitely signed up as a pet owner, and the check still says "No account found", get in touch and include the exact email address you're trying. [CONFIRM: support contact channel for Family Sharing issues]

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