Moved house

[arnoberg]

Plan

family

My Question or Issue

we moved house and therefor I changed the address of the main account (my account). My wife lost subscription to the family plan. And we are not able to change the address on her account? What do we need to do to get the her back in the plan?

also, is there not a normal way to get support? Only via this community form?

[Maria]

Hey there @arnoberg,

Thanks for reaching out on the Community!

It sounds like your wife's account might have been removed from the plan as you've updated the registered address. All members in a Family plan needs to confirm that they live at the same place as the plan manager. If there’s any information entered by an invited member that we can’t confirm, we’ll send them an email to reverify. They'll then need to enter their full address within 7 days of getting the email, so we recommend keeping an eye on the email inbox and its spam folders for any notifications.

In this case, you can re-invite your wife (and any other family members) to the plan by following the steps under Add or remove Family members on this page. Just make sure that they're entering the exact same address that's registered on the manager account.

Should they experiencing any issues rejoining the plan, however, we suggest reaching out to our Customer Support team. They have the best tools to help you further and they can also have a closer look at things backstage.

Hope this helps! Cheers 🙂