Can't Join Family Plan

[AquaSquirrel]

Plan

Premium Duo 

Country

US

Device

Pixel 6

Operating System

Android 14 

My Question or Issue

I have cancelled my premium Duo plan and haven't changed my premium plan in over 12 months and I can't join a family plan.

[Maxim]

Hey @AquaSquirrel,

Thanks for reaching out.

You'll be able to accept the invite as soon as your current subscription has ended 🙂

I hope this helps!

[Ady70]

I am sitting next to my wife. Same address but your super robot tells me that I am trying to join from another country. We are all in the same house in the US. So frustrating 

[cevans5]

This is happening to me too. Something is very broken in Spotify and there’s no way to fix it with their lack of support in the messaging and here in the forums. I posted my issue, it has 134 views and 0 help 

[Joan]

Hi there folks,

Thanks for the replies.

@cevans5 Can you elaborate a bit more on what exactly you're trying to do and what error you see? Are you trying to change your subscription or join another plan as a member? Let us know so we can help you out.

@Ady70 When you get that error, it means there's a country mismatch between the involved accounts and the address used. This needs to be the same across all accounts and match the address in the Family/Duo plan in order for the invites to work. Check your respective account pages and then, if necessary, update the countries as shown here. If it's the address that is incorrect, the manager of the plan needs to update it.

Hope this helps.

[cevans5]

@Joan

I have been on my husband's premium family account for at least 5 years with no issue. We just traveled to Europe together and I used spotify while we were abroad. When we got back from Europe, I believe Spotify asked my husband to verify his payment or address information which he did. I was then booted from our premium family plan.

I got an email Saturday morning "You've lost access to Spotify Premium" saying Spotify believes I've been using this plan from a country other than the country where the plan owner purchased the subscription. It contains absolutely no information about why your company believes this (which is absolutely not true as we have lived together under the same roof for almost a decade). I took my daughter somewhere in the car and had no access to the music she likes to listen to and instead had Christmas music with KFC ads.

I spent 3 hours with the Spotify chat agents, connecting to 8 different agents, all refused to escalate my issue or would connect me with a 'supervisor' who would instantly end the chat.

I was told to try all of the following, which did not work:

-Have my husband change the address in his account to another nearby street, then try again

-Have my husband change the address in his account a public place, then try again

-Have my husband change the address to a plus code from google maps, then try again

-Switch from premium family to premium duo, then try again

-Restart our phones, then try again

-Log off of our wifi and use data, then try again

-Use incognito browsers, then try again

-Completely delete the spotify app, then try again

Absolutely none of these suggestions has worked. I get the same error every time, that Spotify thinks I'm in a different country than Canada, but I'm not and I do not use a VPN on my phone.

I downloaded my technical data from Spotify and there is evidence that authentication requests within the app are showing me within Canada.

There is something about my account or information Spotify is using, where a line of code is failing and I no longer am able to be a premium Spotify customer. I don't know what it is. Is it because I have a USA phone number?

My account clearly indicates I'm in Canada (Alberta) and we can share any necessary information with Spotify indicating we live at the same address.

Is anyone at Spotify going to fix this? My husband had to cancel Premium Duo and I no longer have access to your service.

[nazliou]

I've been joining family plans who owner is my brother. I got an email that i was trying to join from different country. But it's not true. I'm living with my brother and mother and they are using the family plan without any troubles. 

Could you help me please.

[Dessi]

Hey @cevans5 and @nazliou,

Thanks for all the details!

I'm afraid the only workaround if you've received such an email about using Spotify from a different country is joining another plan with users from the same household or starting your own Premium plan. 

Take care.

[cevans5]

Dessi by husband canceled the premium family plan then started a premium duo and I tried to join, as you’re suggesting, but it didn’t work. And no, it’s not acceptable to suggest that everyone under the same roof should have to pay for a premium individual plan. Why can’t Spotify actually fix my account and/or the issue here that’s impacting so many people?