Family member can't join family account

[tapalbert]

Everyone in our family has been able to join the family account except for my son. -he keeps getting an error message. He has a premium account. does it have to be changed back to a free account before he can join? Can he do that or does tech need to reset?

[Billy-J]

Hey @tapalbert, thanks for reaching out to the Community!

I'll be happy to help out.

He should be able to join the Premium Family plan regardless if he's on Premium or not. If he subscribed to Premium through another company (third-party provider, eg. iTunes), he will have to cancel the subscription with them and wait for his current Premium to end.

First, make sure that your son resides at the same physical address as you. If he doesn't, that may be why he's getting an error message when he attempts to join the Premium Family plan. 

If he does reside at the same physical address as you, could you try sending another invite using a different browser or private window? If you're unsure how to send an invite, follow the steps here > Invite and remove members section. 

If that doesn't work, send me a screenshot of the error message that he's getting (make sure to hide sensitive info when posting to the Community).

Let me know how this goes!

[LiloAlvarenga]

Hi, I have the same situation.

My cousin started the family premium and I'm trying to join but it gives me a random error.

Our address is REMOVED.

This is the address she putted and is the one I manually entered and it never lets me through.

Any idea why?

*community rock star edit - removed personal information*

[Billy-J]

Hey @LiloAlvarenga,

Thanks for reporting this.

Could you also follow all of the steps I mentioned in my last reply, and let me know the outcome of each step.

Looking out for your reply!

[LiloAlvarenga]

We've done it all.

Even resetting the router so it recognize all our devices but nothing.

I'm the only one who has not being able to join the premium.

[LiloAlvarenga]

Hello, 

Yes. I already followed all this steps. I also ended session in my cellphone and computer and I erased my pw from the browser. Every time I put the address it gives me the error message. 

[tapalbert]

Thanks  I will have him do that today-he very well may have joined through 3rd party.