Pay for Premium account but get Free account

[r7a_-4h2dk8up]

Plan

Premium

Country

 The Netherlands

Device

iPhone 8

Operating System

IOS 11.4

My Question or Issue

Since 3 years I do pay for a Premium/family account; however, since this month we are degaraded to a free account even though we keep on paying the bills...  

[Bittencourt]

Hey @r7a_-4h2dk8up, thanks for writing.

All members of a Premium for Family plan must reside at the same physical address.

When Spotify are unable to verify the members of a Premium for Family plan, they are removed from the plan.

If you all live in the same physical address, please try joining the plan again in an incognito window and let me know how it goes 🙂

[r7a_-4h2dk8up]

Dear Rodrigo,

Thank you for your quick and helpful response.

However, what fo you mean with an ‘incognito window’..?

fr regards, Eugene Soffers

[Bittencourt]

Hey @r7a_-4h2dk8up Eugene,

By incognito window, I mean opening a browser (I suggest Chrome) in your computer and then opening a new tab, in incognito mode. If you're unsure how to do it, just click on the link bellow:

https://support.google.com/chrome/answer/95464?hl=en&co=GENIE.Platform%3DDesktop

Let me know how it goes 🙂