Unable to change my plan

[31ko3mskcbix6uuvc3si]

Plan

Premium

Country

Italy

Device

Samsung Galaxy S24 

Operating System

Android

My Question or Issue

I had a DUO Premium plan, but I recently changed my residence to Italy. While updating the payment method, my plan was moved to Premium Individual. Now, when I try to switch back to DUO, I keep getting redirected to the change plans screen and cannot subscribe to DUO.

I believe this might be due to a policy that only allows users to change plans once a year. However, I only changed my residence and did not intend to switch to an Individual plan. The system does not give me an error message when it redirects me, so the policy issue is just an assumption. I have tried different browsers and devices without success.

How can I get my DUO plan back?

Thank you.

[Maria]

Hey there @31ko3mskcbix6uuvc3si,

Thanks for reaching out on the Community!

Just to confirm, did a payment for the Individual subscription go through when you updated the payment method? Also, did the country settings update successfully on your account page?

If that's the case, you should be able to start a new Duo plan on your account and change the subscription right away. Could you try changing the plan directly from the account page > Manage your subscription > Change plan to see if you notice any difference?

Let us know how you get on!