Don't manage to enroll a family member

[javierfvargas]

I am trying to add a member of my family and the form he has to fill is a complete nonsense designed to confuse people and avoid to enroll you family.

Full Name:. Who's full name? Mine? His?

A lot of inputs where despite trying again and again we don't manage to get him enrolled. I live in Bogotá. Is it the city Bogota, Bogota DC, Bogotá? Usted it case sensitive? Do you manage the accents or should I avoid it? It is absolutely frustrating.

I wrote my address months ago when you asked, now I don't remember exactly how I wrote it. Did you design it to deceive people so that they pay for family and enjoy just premium at higher price? Or it is just a bad design?

I need to enroll my family or get my money back for all the months we have no enjoyed.

[meganh007]

Hi @javierfvargas, I'm sorry you're having trouble.  In no way is Spotify trying to trick you!! Let's see if we can get this figured out so you and your family can enjoy some great music.

When you add someone to your plan, you'll need to go to the "Premium for Family" tab on the menu on the left of your account page, and click "Send Invite."  From there, you should enter the email address of the family member you're trying to add, and they can take it from there following the instructions in the email they receive.  

As long as your family member shares your current house address, they can be added.  Their details should match yours.  Regarding your first question, the family member should fill out the email with all of their own information, meaning he should enter his name instead of yours.  Does this family member already have a Spotify account? If so, is it free or premium? 

Keep me posted, and I hope that helps. Let me know what else I can do.

[javierfvargas]

He's a free user and he was already enrolled in my family group before you changed the terms and required to write the address. The problem here in my country is that addresses don't follow an standard format. You can write Calle 134 # 215-00 or can write Cl 134 No 215-00, both are valid and over the time you forget how you wrote it. Same happens with the city name, some systems don't support the accent marks, therefore sometimes you don't use it and sometimes you do, it is better when you can pick it from a list.

There should be a way to remember how I wrote it or reset it. I know there are security concerns but Spotify is written by smart guys, so they should figure out a way.

[meganh007]

Hi @javierfvargas, thanks for that information.

You can try going to your payment details to view how your address is set up, then reenter it the same way to confirm, with the same card.  Then you can help your family member to set up their account the same way your address was.  Try that please, and let me know. 

[javierfvargas]

Thanks but I tried it and it didn't let me enter or review an address, so my proble still persist.

I just renewed my family plan, you charged but I don't get what I want.  I want a refund or to be able to review/change my address so that I can add family members.

Javier