Premium for family doesn't work for a family member

[gpichara]

Hi! 

I recently added my wife to my family premium plan, she was able to accept the invitation and when i look the "members of the plan" she appears as one of the 6 premium accounts in use. But when she try to enter into her account, spotify is telling her that she needs to pay because her payment for the plan is due.

We have tried loggin out in every platform and loggin again, we have tried doing the processes again and we have trying waiting 24 hrs in order to see the changes, but we can't solve it.

[Luan]

Hey, @gpichara 
Welcome to Spotify Community, and thanks for reaching out to us!

First of all, I'd like to ask you to double-check a few things... Make sure the account your wife is accessing is the same one you accepted as a Family member. On your wife's Spotify app, go to Settings and then, under the Account section, tap on Premium plan, and it should show your wife is part of a Premium Family if everything is correct with their account. if the issue persists, let me know.

Stay awesome!

Regards,

Luan 🇧🇷

[Xmelsharp]

I am having the same issue and my account is DEFINITELY premium. What is going on?? 

[AlejaR]

Hey @Xmelsharp,

Thanks for your reply. 

In this case, just to confirm, are you a member of a Family plan or are you the owner of the plan? It'd be awesome if you could help us clarify this info.

If you're the owner and one of the members is having this inconvenience, and if this is an error they can see while logging in on a mobile device, they can follow these steps to check the details linked to that account:

1. Go to Home.
2. Go to Settings.
3. At the top of settings, they can see the email linked to their account (if any) and the plan they are currently in. If that's the account linked to the Family plan, they should see it as well (they'll see Premium Family).

You can suggest they check if they have more accounts as well. They can go to password reset and enter possible email addresses they own. When they enter an email that's registered with Spotify, they'll get a password reset message for that email.

Note: Keep in mind there are a few ways to sign up, e.g. with an email, phone number, Facebook, Apple, or Google. Your family member can try logging in with these to check if perhaps they found other accounts linked to one of these options as well.

If you're a member and you notice this behavior, you can follow the steps above to check if you have more than one account. If you notice you have just one account but the inconvenience persists, you can get in touch with the Family owner to check if everything is in order with the account and payments.

Hope this clears things up. Keep us in the loop!