Can't see family account on android app

[horndnl]

Hi All!

I have invited my daughter to my family plan. She could join on the computer fine, but on her phone app it still shows "free account". (So currently the computer app and the phone app shows different plans for the same account).

(And I have logged in and out for like five times, and even deleted the app and reinstalled in on the phone...)

Now what?

Thanks!

[Maxim]

Hey @horndnl,

This issue is most likely occurring because she's logged into two different accounts. I'd recommend making sure that she logs into the same account in the mobile app. 🙂

https://support.spotify.com/account_payment_help/account_help/do-i-have-an-additional-account/

[horndnl]

Nope!

It is exactly the same account!

And still after a day if I log on in Chorme (spotify.com)  I see the family package, but on the Android it is still a free account with ads and random playlists...

😞

[Maxim]

If you are completely sure that it is the same account and is happening only on that one specific device, i'd recommend reaching out to Support:

Contact form: https://support.spotify.com/contact-spotify-support/?contact
Facebook: https://www.facebook.com/SpotifyCares/
Twitter: https://twitter.com/spotifycares

If you get an automated reply email telling you to check the Knowledgebase or the Spotify Community, you need to reply back to it, even if it's from a no-reply address. Spotify Support usually replies within 24-48 hours.

[horndnl]

The fun part is that if I want to change my daughter's account to premium (on the android device), it says that it is part of a family plan (so cannot be upgraded). But when I go back to some albums it still only offers random play and ads...

Spotify support, it will be!

Thanks.

[user-removed]

Same here 😞

[horndnl]

After intense correspondence with the spotify help we have managed to get it going. They deleted the account, I deleted the app from the device and invited her again and installed the app. Now it is working...

[dougyfresh2]

Im having exact same problem.