Address Verification Fails

[AlexCWR]

Hi,

I'm trying to add a family member to my Family Account, and it keeps telling me the address verification fails I have tried the following:

- Logging in incognito, with different browsers, and on different systems, both pcs and phones.

- Copying and pasting the address directly from the primary account's a to the person trying to join.

- Making sure both countries are the same on both accounts.

Any thoughts?

[AlejaR]

Hey @AlexCWR,

Thanks for posting in the Community and welcome.

In this case, would you mind sending us a screenshot of the error your relative is receiving when trying to join the plan? That way we can visualize better what is happening on your side.

Note: Be aware this is a public space, so please don't share any personal info on the screenshot you'll send us.
 

On another note, is this happening over WiFi? 3G/4G? Ethernet? Do you notice any difference if you switch the internet red you're using? If not sure, it'd be awesome if you could check.

Keep us in the loop!

[AlexCWR]

Thanks for the reply.

- From the PC, we have tried using wifi on the same home network as the primary account holder (me).

- I have tried using both wifi and data only from phones. 

BTW, Spotify does find my exact address and autocomplete it when I type it in, but that doesn't work. I've experimented with trying nearby landmarks as well, but no luck there, either. It's unfortunate the system can't just use location services or router IP or something to verify we're in the same house.

[Lyubka · Accepted solution]

Hey @AlexCWR,

Thanks for getting back to us! 

In this case, we'd recommend to update the address on the the Family plan manager's account page and try sending an invitation link again. Take a look here for more info on how to do that.

If the issue persists even after that, since it could be account-related and we don't have access to users' accounts from the Community, we'd recommend contacting our Customer support directly so they can check the accounts and help you further.

Hope this helps. If you need a hand with anything else, the Community is here for you.

[AlexCWR]

Thanks for the information. I'm really hesitant to update my address, because I'm afraid the other family members who already have access will not be able to reverify their account and may get locked out, too. I'll contact CS and see what they say.

[spizzike]

Plan

family plan

Country

USA

My Question or Issue

My mother is on my family plan, but was just kicked off since she didn't validate our address in time for the cut-off. she was on a cruise without access to internet so I couldn't log in as her to confirm and she didn't get the email about it until she returned.

how can I get her re-added to the family plan?

[spizzike]

This is now solved. I figured out how to contact support (I couldn't figure out how to do that when I posted this). Support was able to help me get this resolved.

[user-removed]

Hi I’m glad you have resolved this, I’m in the same situation can you share how you managed to use the support to resolve, 

thanks 

[Ew_89]

Plan

I was on Premium until a couple of days ago

Country

UK

Device

Samsung Galaxy S20

Operating System

Android 13

My Question or Issue

Spotify has taken me off my Family Plan.  My husband and I live together and pay the £19.99 a month from our joint account and have had a family plan for years.  A couple of days ago I got taken off the account and when I use the invite link for my husband it says "

You can’t join this plan

We couldn’t confirm that you live with the plan manager for this Premium plan."  Even though we do live together. 

I have tried:

1. Logging out of my account on the app 

2. Logging out of my account on chrome browser 

3. Then opening the invite link in a new incognito chrome tab 

And none of this has worked.  Please help!

Thanks

Emma

[nori2490]

I did exactly as you said but I got 5 families and I couldn't get into any of them. Please explain to me right away.

[#11]

Family member entered the correct address but still mismatch

[piscesean85]

Plan

Free/Premium

Country

Device

(iPhone 8, Samsung Galaxy 9, Macbook Pro late 2016)

Operating System

(iOS 10, Android Oreo, Windows 10,etc.)

My Question or Issue

Help! I had a premium duo account with myself and my mother on it. They contacted her to verify the address since we both live together. I did not realize I had not updated my address since we recently moved and so when she kept entering our new address it said it was wrong. Now she is kicked off the plan for 12 months!!!

How do I fix this other than to delete our entire accounts????