Cannot add son to family premium (he was originally on there)

[ClairelHaworth]

Plan

Premium

Country

UK

Device

iPhone XR

My Question or Issue

Hi, one of my sons used to be on our premium family but no longer has access. I have tried adding him numerous times, but he gets the same error when he clinks on the link - 'can't confirm you are at this address, please try in a year'!

I used both the link, email, whatsapp but always the same error. I have checked his account and it has UK on there, can't see where to add home address though.

Can someone please help, as we are paying for enough devices, as we currently only have 3.

Thank you

[Maxim]

Hey @ClairelHaworth ,

Thanks for coming to the Community.

If the email verification fails or they miss the 7 day window, the invited member's account loses access to the plan and switches to free.

They can’t join any Family or Duo plan for 12 months from the date the verification failed, but they can go to www.spotify.com/premium to see other plans they’re eligible for. 

If you have any additional questions, please let me know 🙂

[ClairelHaworth]

Hi, sorry for the VERY slow response, and thank you for taking the time. Is there a way this can be changed? It failed immediately after I sent it to him, certainly did not miss it during 7 days. I believe it said they could not confirm he lived at the same address?! I mean we are paying for a family package and we're not all on it. He used to be on it, so its not to do with him missing it. He did get a new phone, could that be it?...but still we are paying for something and not getting it, if that makes sense. Spotify should add people of the same address even if there has been an error. There is only 3 of us on it, think its max 6 right?

Is there another way to fix this do you know?

Many thanks

Claire (will keep an eye on this rather than leave so long - the days are merging and flying by this year!) 🙂 

[Eni]

Hey again @ClairelHaworth,

Thanks for getting back in touch.

If your son was already in your plan, was removed and can't join again, he most likely didn't verify his address on time after he joined the plan. In this case, we suggest that your son reaches out to our Support team so they can take a better look at his account and give him a hand with this. It can be through any of these channels.

If you have any questions, just let us know 🙂