Dear WHOOP Support,
I am facing a severe backend loop issue with a new user account setup and am looking for help from moderators or support to manually fix this.
The Problem: When logging into the WHOOP app using the account email nthuthao1804@gmail.com, the app is completely locked on a screen that says “Family Plan Not Activated” and will not let the user advance to the dashboard or device pairing screen.
Important Context:
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This is NOT a family plan subscription. This account is supposed to be provisioned under a standard Individual and Active Peak Membership from a bulk purchase.
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We have already gone through all standard local troubleshooting steps (fully uninstalled the app, cleared mobile device cache, restarted the phone, and reinstalled the latest app version). The lock screen still won’t disappear. (See image)
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The WHOOP automated support email already replied and confirmed that this membership status is Individual and Active on the backend, meaning the mobile app data is completely out of sync with the account type. (See images below)
Associated Order Numbers for Reference:
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Order B65299854 (May 11, 2026) — Bulk purchase of 5x WHOOP Peak 12-Month Memberships.
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Order B65695456 — Additional Peak Memberships order.
Since the buyer’s email acts as the order purchaser, the system seems to have glitched out, assuming this is an unactivated family plan and blocking the secondary user account (nthuthao1804@gmail.com) entirely.
Standard mobile app troubleshooting is completely ineffective here. Could a community manager or support agent please flag this to the technical team to manually override and reset this email’s account configuration status on the backend?
Open Support Case ID for reference: 07080050
Thank you!
