I can't verify my address

[31mhxroxvlovt6vlyxcj]

My father has a family plan membership and I wanted to join his family plan as my individual plan subscription had ended and I was now on the free plan. I put in the registered address but it gave me an error saying that I don't live in the same country.

The methods I tried

1. Different device, internet and browser incognito tab.
2. My dad made a small change to the address and I got the same error.
3. I created a new spotify account and got the same error.

I live in the same house with my dad and neither of our devices has a VPN. Our accounts are in the same country. I can't understand why I'm getting this error, can you please help me?

[Meinnean]

I'm having the same problem.

[Vasil]

Hey folks!

Make sure your country settings match and then try using a Google+ code instead of the address, it should work better!
Hope this helps! 🙂

@31mhxroxvlovt6vlyxcj @Meinnean 

[Meinnean]

We both have the same country in our account settings. We have never travelled abroad, so our current country in the account settings has never changed. I tried Google+ Code but I got the warning ‘We couldn't find that address. Please try again.". It only accepts written open address.

[31mhxroxvlovt6vlyxcj]

Our countries are the same, there is nothing wrong with that. But your suggestions didn't work. I still get an error and cannot join the family plan. How can I prove that we live in the same house?

[Maria]

Hey everyone,

Thanks for the replies!

To make sure we cover all bases, could you try another internet connection to see if you notice any difference? It's also worth double-checking so that any VPN that you might be using is switched off, as it could interfere with the service.

Shouldn't that do the trick, could you ask the plan manager to update the registered address and then send a new invite? When opening the new invite, try accepting it when you're physically at the home address.

Let us know how it goes!

[Meinnean]

We have never installed a VPN, and I have already tried your suggestions before, and I have mentioned the methods I have tried in the subject. Why do you make the same suggestions without reading them?

[Meinnean]

Many people experience this problem even though they live together at the same address in the same country. There is clearly a problem. Why don't customer representatives or an authorised employee work on this problem? We buy the family plan to use it with our family, but we cannot benefit from it. My subscription days continue to be wasted.

@Vasil @Maria @Maxim

[Meinnean]

No one in charge even deigns to answer. Officially, we cannot get the service we paid for.

[cevans5]

Please escalate this at Spotify. There are throngs of people with this issue. I spent 3 hours with 8 of the chat bot agents trying to resolve. We tried absolutely everything and nothing worked. Now my husband changed from premium to duo and we can’t even cancel duo until the next cycle. So we’re paying for duo yet don’t even have the 2nd person on the plan. This is financially very scammy with no means to resolve with support. 

[#11]

When adding a new family member and verifying our address, the address keeps coming up as not recognised even though we have typed it exactly as the main account shows. we have tried all the permutations to search for it as well as manually type and it will not work.

[mtzy]

i have been facing the exact same issue for almost a week now, and it seems many others are also experiencing the same thing. have spoken to at least 5 staff through spotify support but the conclusion received was they are investigating this issue and cannot inform when the issue will be resolved. really frustrating experience

[kimberleyt]

Hello, I am trying to join a family plan and the address is now showing as an option at all. It is a London address (SE20) and I checked a colleagues address that is nearby and that London postcode also didn't work. I have tried different internet connections, different devices, trying the address in different formats. help!

[Maria]

Hey there,

Thanks for reaching out!

@kimberleyt - Could you double-check with the plan manager if they can try to update to another address & then send you another invite? Also make sure to enter the exact address as entered by the manager, as it's possible that these steps may help in your case. Fingers crossed this works for you 🙂

@Meinnean - Thanks for keeping us in the loop! In this case, as you've given all the troubleshooting steps a try, we recommend reaching out directly to our Customer Support team here. They can have a closer look backstage and it's possible that they're able to help add some insight.

Cheers!

[Meinnean]

@Maria   I contacted them six times, but they didn't help me. They made suggestions similar to what you said and then said they could not give me any more information and ended the conversation. You have a really bad customer support team. My problem is still ongoing and has not been resolved. No one gives a clear answer. Although there are hundreds of victims here, it is not known what caused the problem.