My sister got her account blocked

[Tomasek]

Plan

Premium for family

Country

Portugal

Operating System

Android

My Question or Issue

Hello,

i have the premium for family with my whole family in it. 

Recently, my sister got the access revoked because she is currently in Germany in Erasmus. 

 Why did it happen?

Best Regards,

Diogo Oliveira

[Billy-J]

Hey @Tomasek, and welcome to the community.

Hope you're doing great! 

I understand your concern. As stated in this article, everyone on the Premium for Family plan needs to reside at the same address.

I hope this helps 🙂 

[Tomasek]

Thank you for your fast answer.
And she does reside in the same address, she is currently out for sometime only. She will be back soon and her account cannot be added back to the family account.
Moreover, my brother got his account removed from the premium for family and he did not leave the country nor did he leave the city. And cannot be added back.

[Peter]

Hey @Tomasek.

Thanks for getting back to us with that info.

Your sister needs to be residing in the same address as you (or the Family plan owner): even if she is away for just a few months, Spotify will automatically remove her from the Family plan because of her change of location. I hope that makes sense 🙂

If your brother is not able to rejoin the Family plan, we suggest he gets in touch with our Customer Support team here, who will be able to take a look backstage and see what's happening.

Hope that helps! Let us know if you need anything else - we'll be right here.

[Guido]

Hey @Tomasek.

Thanks for getting back to us.

If you all live on the same address, get in touch with support here and they should be able to help you further.

If you have questions for us, let us know.

Have a nice day!