Unable to add member to Duo account

[Ayushmita]

Plan

Duo 

Country

United Kingdom 

Device

(iPhone 14 Pro)

Operating System

(iOs 17.6.1.)

My Question or Issue

I paid for a duo subscription last week but have been unable to add another member to my account. It gets stuck in the address verification stage and doesn’t show my address (or any address in the UK) when I type in the postcode. It only shows addresses in Germany. Can this be resolved please?

[Maxim]

Hey @Ayushmita,

Thanks for reaching out.

Can you please check if the country setting of your account is set to UK here? 🙂

[Ayushmita]

Hi Maxim,

Yes the country is set as UK.

Thanks,
Ayushmita

[Maxim]

Hey @Ayushmita,

Thanks for confirming.

I recommend making sure you're not using any VPN on the device(s).

Let me know how it goes 🙂

[Ayushmita]

Hey Maxim, 

No I’m not using VPN on any of the devices either. I had a duo subscription a few months ago and was able to easily add another member to the account then. I cancelled that subscription but re started it again this month and haven’t been able to add a member as it doesn’t let me fill in the address.

[Maxim]

Hey @Ayushmita,

Thanks for letting me know.

If you’ve only been trying to enter the address on mobile, I’d recommend giving it a go on a desktop (or vice versa if you’re on a computer). It might also help to switch to a different browser, use an incognito window, and clear your cache.

If that still doesn’t work, see if you can manually type in your address and save it without choosing from the suggested list. You could also try using a Google Plus code instead of a regular address. You can find your Plus code here on Google Maps.

Let me know how it goes 🙂

[Ayushmita]

Hi Maxim,

Thanks for the suggestions which I have now all tried but unfortunately the
issue is still not resolved. I logged out of my account, cleared the cache,
used an incognito window, used a different browser (Safari) and tried it on
the desktop.

I wonder if there is another issue? I have been paying for the Duo account
for over a week now but still haven't been able to add another member.

Thanks for your help,
Ayushmita

[Maxim · Accepted solution]

Hey @Ayushmita,

Thanks for letting me know.

It sounds like there might be some confusion about where to enter the address, so let’s go over the steps to get your Premium Duo plan set up.

First, you’ll need to add an address for your Premium Duo plan here. Once you’ve set the address, you should be able to invite a member to join the plan. If your specific address doesn’t appear, try entering a more general location, like just the neighborhood or the address of a public building near you instead of a specific house address.

If you haven’t tried a Plus Code yet, you can give that a go too. You can find the Plus Code for your address here on Google Maps, which will be a combination of letters and numbers in the format XXXX+XX. If you run into an error while entering the Plus Code, try adding the city and country after it. And keep in mind that when your Premium Duo member accepts the invite, they’ll need to enter the same Plus Code to match.

Let me know how it goes 🙂

[Ayushmita]

Hi Maxim,

Thank you so much for your help - the Plus Code seems to have done the
trick!

[Maxim]

Hey @Ayushmita,

I'm glad to hear that worked 🙂 Thanks for letting me know.

Have a great day!