Cannot add user to family account

[drickey]

Plan

Premium Family

Country

US

Device

Chrome

Operating System

Windows 10

My Question or Issue

I am trying to add my daughter to the family account. I copy the link and send to her. When she clicks on it, it says "Email or username isn't linked to a Spotify account"

When I try to add a new account with her address it says "This address is already linked to an existing account. To continue, log in."

It seems I am stuck. I set this up at one point before but it looks like her account disappeared.

[Bittencourt]

Hi @drickey, thanks for reaching out!

My first suggestion is that you make sure your daughter is logging in correctly. Ask her to manually go to Spotify.com and try logging in with her email. Keep in mind that sometimes cookies/cache cause issues. Have her open the invite link in an incognito or private browsing window.

In case she forgot her password, she can reset it here.

If that doesn't help, you can manually add her via Settings. Just click here and remove any inactive or old accounts that might be causing conflicts and resend the invite.

Let me know how it goes 😊

[drickey]

Thanks for the response. I finally figured out how to contact support. It looks like they disabled her account for suspicious activity. Not sure what led to that.
They were able to get the account restored.

[Bittencourt]

That's great news @drickey, I'm glad everything's working now.

Cheers!