My mother got kicked out of my family plan and cannot join back in.

[ustrucx]

We moved 2 times the last 5 years and my mother account got kicked out of my family plan today, I tried inviting her back but it says she can't join and there is no way to change her address. I don't want to make her create a new account because she has many playlists and configurations, is there a support representative who could assist with this? I have no other use for Spotify Premium other than to share with her and she does live in the same house.

[Maxim]

Hey @ustrucx,

Thanks for reaching out.

Please share the exact error message she's seeing 🙂

[ustrucx]

Thanks for answering. The screenshot is in Portuguese but it says that Spotify could not verify that she lives in the same house as the plan owner, it also says she can only join another persons plan in 12 months or she can buy a premium plan for herself.

[Maxim · Accepted solution]

Hey @ustrucx,

Thanks for getting back.

It looks like your mother was asked to verify her address within 7 days but failed to do so, which is why she was removed from the plan. 

The reverification is required to make sure all members live at the same address as the plan owner. You can find more detailed information on how this process works in this article: https://support.spotify.com/article/family-address-verification/?ref=related

If you’ve already tried this and are still having issues, I’d recommend reaching out to Customer Support. They can take a closer look at your account and help you get everything sorted out.

I hope this helps 🙂

[ustrucx]

Thanks for following up, I would really love to talk to support but I cannot find a way to do so. All the "support" links I clicked lead to troubleshooting suggestions and then to this forum. Do you know how to actually get in contact with Spotify support?

[Maxim]

Hey @ustrucx,

Sorry for the confusion, it looks like the link in my previous post isn't the right one.

Here's the correct link: https://www.spotify.com/about-us/contact/

I'll make sure to edit my other post as well. 🙂