My family member got disconnected and can’t rejoin

[Veggiemee]

Plan

Premium

Country

 Singapore

Device

my device - iPhone 8+

her device - Samsung galaxy S8+

My Question or Issue

 My family member just got disconnected from my family bundle recently and when we tried to reconnect her to the bundle, it always show up as a failed attempt. Please help. 

[Keanu_C]

Hey @Veggiemee Welcome to the Spotify Community!

Are you getting an error code after she inputs the activation code? Also double check to make sure that she is inputing the same valid address as yours or the family plan won't register for her. 

Let me know how it goes!

Keanu_C

[Veggiemee]

There’s no exact error code other than it stating it was an unsuccessful attempt.

And the address Input was correct. However I’m not sure if the breakdown of each component is 100% accurate. Is there any way to check the exact address I’ve entered initially or anyway I can get an admin to add her in?

Thank you

[Keanu_C]

There isn't a location in where your address is kept the only thing Spotify will keep is your zip code/postal code. Also what do you mean by admin, are you thinking about a Spotify employee?

Keanu_C

[Veggiemee]

Hi, yeah, will Any Spotify employee be able to do that? Cos I don’t seem to be able to solve this no matter how.

[Bittencourt]

Hi @Veggiemee,

I suggest you get in touch with the Spotify Cares staff - They'll be happy to help you further with this.

There are a few ways to contact them. One is filling out the online contact form.

Another great way is to reach Spotify via Twitter - just send them a Direct Message @SpotifyCares.

You can also use the Facebook support. Shoot them a message here: Spotify Cares.

When you message them, inform all the e-mail addresses on the plan.

Let me know if this helps!

[Veggiemee]

Alright, thank you so much for the suggestions and links.

[Bittencourt]

You're welcome @Veggiemee 🙂

Let me know how it goes!