Joining family plan failing. Saying you're in the wrong country

[#1]

Trying to add someone to my Family plan and they are being locked for being in the wrong country while sitting beside me.
"You need to live at the same address
It looks like you’re trying to join Premium Family from a different country. Premium Family is only available for family members that live together. Try again when you’re at the same address."

[#2]

Hey @Crycarol, 

Thanks for your reply. 

Just to confirm, are you the Premium Family plan's owner? If so, we suggest that you and the other user you want to add to the plan head to your Account page (each one of you) to double-check which country your accounts are registered in (not the address). You can see this by clicking on Account > Edit profile. The info there has to match on both accounts for them to be able to accept the invite. 

Keep us posted on how it goes.

[#3]

Hi there @ML751,

Thanks for reaching out!

Could you ask the Family plan owner to double-check which address they registered the plan with? Keep in mind that all family members need to enter the exact same address when joining the plan.

Another option, if you've checked the address, is that the plan owner tries to update the registered address and then re-invite the family members. We recommend changing it when you're at home, since the address then should autocomplete. However, if it doesn't appear, simply enter the entire address > select Find. You can also select only your street name or building, just make sure to not use someone else's address.

Let us know how it goes!

[kaworu_bloodpaw]

Hi!

You should be able to change your account's country or region on this page. Be sure that the owner's account and the other member's accounts are set to the same country. Then, be sure the account address is the same on both accounts (which can be found here,) as well as your family plan page (here).

You can find more info here and here.

If my answer was useful, don't forget to give it a 'Like!' If my answer was the solution, don't forget to mark it as the solution! Thanks! 😇

If you need anything else, please reply and ask, or shoot me a Private Message! Feel free to follow my Spotify or Community profile!  Disclaimer: I am not affiliated with Spotify.

[ML751]

Hi. we keep getting the error message re 'living on a different address' even though: 1. owner's account and the other member's accounts are set to the same country. 2. the account address is the same on both accounts. They are literally THE SAME for every family member (we are 4 persons), yet one of us CANNOT get access. why? thanks

[Elena]

Hi there @ML751,

Thanks for reaching out!

Could you ask the Family plan owner to double-check which address they registered the plan with? Keep in mind that all family members need to enter the exact same address when joining the plan.

Another option, if you've checked the address, is that the plan owner tries to update the registered address and then re-invite the family members. We recommend changing it when you're at home, since the address then should autocomplete. However, if it doesn't appear, simply enter the entire address > select Find. You can also select only your street name or building, just make sure to not use someone else's address.

Let us know how it goes!

[Sonjawillems]

Hi there

I did do all of that but still not working…. 

[silvinushka]

Hi ,I did it all but the problem remains!

[Eni]

Hey folks, 

Thanks for getting in touch about this here in the Community. 

In this case, we suggest that you try accepting the invite from an incognito window and a different browser to see if that makes the difference. If the issue persists, it's worth trying again while using a different internet connection. 

If that doesn't make the difference, could you send us a screenshot of the error message you're getting? You can attach it to your next response by using the Insert image option in the post editor. Make sure not to send any private info.

We'll be on the lookout. 

[user-removed]

I can’t seem to change my region. My current region is Japan and I want to change it to Malaysia. But when I went to edit my profile, the only option there was Japan. 

[Vasil]

Hey @user-removed,

Thanks for joining the thread!

Keep in mind that your region settings are tied to the country of your payment provider in case you have Premium.
More information about this can be found here.

If you currently reside in Malaysia and would like to have your Family plan there, you'll need to update your payment details accordingly:

1. Log in to your account page.
2. Under Account, click Update next to your payment method.
3. Enter a new payment method that was issued in your new country or region.

The changes will take effect from your next billing date.

Hope this helps! We're here for your should any further questions arise 🙂

[Crycarol]

Hello, I am experiencing the same issues as the other people here. I am located in Italy. The new family member for the plan has tried all of the above but it doesn't work. In one browser it says the link is not active anymore (even if just refreshed) and in the other it gives the country/address error. We tried also from different devices.

Can you help us further?

[Joan]

Hi @Crycarol,

Thanks for the reply. If you get the error of trying to join from a different country, then some country setting doesn't match. All accounts have to have the same country and this needs to match the address of the account. Double check all of these and change the settings where necessary, as described by @Vasil.

Hope this helps.

[Crycarol]

The Family account address is Bolzano, Italy (see screenshot) and also the new member is located at the same address and is trying to accept the invite to the account from there. But it still gives that country error...

[Eni]

Hey @Crycarol, 

Thanks for your reply. 

Just to confirm, are you the Premium Family plan's owner? If so, we suggest that you and the other user you want to add to the plan head to your Account page (each one of you) to double-check which country your accounts are registered in (not the address). You can see this by clicking on Account > Edit profile. The info there has to match on both accounts for them to be able to accept the invite. 

Keep us posted on how it goes.

[aaronv15]

So, I had the same issue. What I ended up doing was: going to the edit profile page of the account I was trying to add, and then setting the country to the same country as the premium account holder, and then saving profile. Once that was done, visiting the invite link and putting in the same address as the premium account holder, worked. I am sure by now you have found a solution, but this could be helpful for others who have the same issue in the future

[omavel]

Same issue. I'm the family plan owner. We have same region and I'm adding the second account from the same PC (in incognito window). Address is the same. Very bad UX. And nothing helpful in this thread. 

[#18]

I'm trying to accept my husband's invitation to join his shared account and the app keeps telling me that the address doesn't match. I'm putting in the exact same address and it won't accept it, and tells me to use the "find" option. None of the options that "find" gives me work at all. And why does Spotify rely on the community to answer help questions like this? Why don't they have a chat help?

[ThePiratePirate]

I am having the same problem. I am the family plan holder and I have just changed my country account and address to match those of my family. My theory is that I have to wait for the next billing date which is in 2 weeks time before the change actually takes place at Spotifys end. Bit rubbish they can’t honour the change immediately if this is what is causing the problems. If I am right, Spotify probably don’t want to advertise this issue as it’s a rubbish issue at their end.

[omavel]

ThePiratePirate., Unfortunately, you won't get any help here. Spotify support is just as useless as the Spotify community. After several attempts, I was finally able to add my family member. I didn't change anything, just kept trying. I didn't wait for the next billing period either.

[SD_79]

Hi everyone

i am having the same issue. I am a secondary holder of the Premium family account and we have been traveling on holidays together in a different country and suddenly I have been cancelled from the family account for the same reasons as above and every time I try and reconnect via the family invite it says the same thing ‘ you need to live at the same address’ etc. I contacted Spotify support and actually was messaging back and forth with what I assume was a real person and they said that the only solution is that I need to setup a new premium account and then said the chat was over. I am furious that I am paying $25/mth already and now that is the only Solution to setup another premium account? If someone has found a solution, then please let me know. This is totally unacceptable that we pay for this service that does not work.

thanks

[kaansrc]

@omavel, how long did it take to work for you (just an estimate would be great to have)?