Premium Family Plan

[carmel_mallon]

Plan

Premium

Country

UK

My Question or Issue

My family members despite sitting beside me at our address cannot access the family plan as the site is telling them they are not at the address?? We have tried numerous browsers and this has not resolved the issue. 

[Elena]

Hey there @carmel_mallon!

Welcome to the Community, we appreciate you reaching out about this.

We recommend that you check the country settings on all accounts that are trying to join with the steps here.

It's possible that the country registered on your account and the one that you entered when you created the Family plan are different. 

If you've already tried to update your settings but you still see the old country on your account, you'll need to wait until your next payment date so that the change will go into effect.

When your next payment goes through the newly registered card, the account should sync up and you will be able to add your family members to the plan.

You can keep track of your subscription's status with the steps here.

We hope this info helps. We'll be here if you have any other questions.