Can’t add someone to family plan

[Rporter96]

Plan

Family Premium

Country

USA

My Question or Issue

I set up a family plan for myself, my husband, and our roommate. Myself and my husband were able to join no problem, but the roommate is unable to. It shows he’s connected to my account, it lets him use it on a desktop or browser, but the app itself does not show it’s connected. He put in our home address when prompted, has tried to uninstall and redownload the app, still not showing he’s connected on his end. We have tried to delete and re-add him multiple times now. Any ideas??

[MihailY]

Hey @Rporter96,

Thanks for reaching out.

If your roommate has been added successfully to the plan and is showing in the Manage members section of your account page, he's most probably logged in to the wrong account. He can use this guide to find any duplicate accounts, close them and access the correct one.

Let us know how it goes.