Location Error

[singsingapore]

Plan

Premium

Country

Singapore

Device

iPhone 6S

My Question or Issue

I've paid for Premium and have someone in the house (literally sitting next to me) trying to join the plan and I'm getting an error that "You need to live at the same address." Tried both manual and automatic verification. Tried an incognito browser window. 

I DMed @SpotifyCares on Twitter and haven't heard back. 

[OneByBoo]

Hi there @singsingapore

thanks for reaching out !

Let's start off by having you both check out the current country listed in your account overview page.

To do so, please click here, log in, click the "Edit Profile" tab on the left menu to view the current listed country.

Waiting on your update 🙂

[Achita]

I also have the same issue. Our location is in the same country. Yetit always say that the location I typed is not the same as the location setted by the premium family's owner.

[Katerina]

Hey there @Achita,

Thanks for sharing this here in the Community!

Just to confirm, is the country registered on your Spotify account the same as the country of the Spotify account of the manager of the plan you're trying to join? You can follow the steps shared above by @OneByBoo to double check this.

If both of your accounts are registered in the same location, the next step would be to make sure that you're entering the plan's address correctly.

If you're still having troubles after that, we'd suggest giving it a try while connected on a different network and if possible on a different device (like a desktop device).

Let us know how you get on! We'll be right here if you need more help.

Have a lovely day 🙂

[Achita]

@Katerina

Hi, I have just tried it on my desktop but it is still unsuccessful. Is the problem with the Spotify or with me? Or should I tell the family manager to change the address? Is the problem with the address that they set? This new spotify 'counter measure' is very frustrating.. any suggestions to solve the problem?

Thanks! 

[Mihail]

Hey @Achita,

Thanks for getting back to us.

We recommend that you try accepting the invite via a private/incognito browser on both your devices. Sometimes the cache and cookies in your browser might cause such issues and this is an easy way to avoid them.

It's a good idea to ask the Premium Family manager to make sure that the address they set in the plan is correct. They can do this by logging in to their account in the Family Page. Be careful when accepting the invite to enter the address exactly as the plan manager has set it up in their account.

Hope this helps. Keep us posted on how it goes. 

[Achita]

I've tried going incognito, doesn't help at all.

But I will try the changing/checking the address one. Will give an update as soon as I can do it or cannot :).

[Achita]

NOPE. I made sure there is 1 available spot for me in the fam and checked the address before typing it. I used Incognito. I did everything, what is wrong with Spotify??

[Achita]

Will changing the address of the family help? If the host change it, then I try again, will that help?

[Jeremy]

Hey @Achita,

Thank you for your reply and for your confirmation of the troubleshooting steps you've taken.

We currently have an ongoing issue about this. You can follow the steps in there that you haven't done yet to try and solve this and if the issue persists you can leave a +VOTE and Subscribe to the thread for any updates.

If you have any questions we're always happy to help out 🙂

Cheers!