I can not add family to my plan

[ceciliatahitimex]

Plan

Free/Premium

Country

Mexico but payment France

Device

Android

Operating System

(iOS 10, Android Oreo, Windows 10,etc.)

My Question or Issue

I can not add family to my plan even entering same adresse the message repeatedly is that we don't live in the same adresse

[OscarDC]

Hey @ceciliatahitimex,

Thank you for reaching out to the Community and welcome.

If your payment method is set in a different country than the one you're located in, most likely the Family plan's country will be France. As one of the requirements to be part of a Family plan is living at the same address. The system will recognize the different countries and give an error.

In this case, you can change the country registered on your account by changing the payment method as mentioned in this article.

However, if the issue persists after changing the country; since we cannot access users accounts from the Community, we'd recommend contacting our Customer support directly so they can check the account and help you further.

Hope this helps. If anything else comes up, we'll be here for you.