family member cant verfiy adress

[draugster]

i have invited my daughter, but when the adress verfication pops up and i type in the adress i have found on my account it gives me an error saying that all members must live at the same adress

[AlejaR]

Hey @draugster,

Thanks for posting in the Community and welcome.

In this case, for starters, we recommend making sure your family member is putting the exact same address you added to your plan. You can double check the address by going to your account page> Premium Family. There on Your Address, you can check the address.

On another note, you can also recommend your relative to try to join the plan from a different device from the one they've been using to see if they notice any difference.
 

If that doesn't do the trick, they can also try to join from an incognito window, making sure the address is the exact same as you added. The system takes into account periods, commas and spaces. So, give it a try and let us know how it goes. 
 

Keep us in the loop!

[litvinik]

Hello,

I am having this trouble too and the tips, unfortunately, didn't work. What else can I do?

[AlejaR]

Hey @litvinik,

Thanks for your reply 🙂

In this case, would you mind letting us know exactly what tips you've already tried? That way we can avoid repeating any steps.

On another note, just to confirm, are you trying to join a Duo/Family plan or are you the plan owner?

Lastly, can you send us a screenshot of the error you, or your relative, received while trying to join the plan? Be aware this is a public space, so make sure you don't send us any personal info on the screenshots you attach.

Keep us in the loop!

[Paddy_irl]

I have hit the same problem when trying to add my large adult son John to our family plan. Entering the address exactly as it appears in our settings has not been successful and we've tried many variations of our address with still no joy.  Can you please help resolve this matter in a timely manner as from checking this forum it seems to be affecting multiple people over the past few days?

[GioSgo]

Hi,

I have had the exact same problem today: shared the invite link with my wife, son and daughter, they have created their account, from three separate devices, and when it was time to confirm the address they had the exact same address, no difference whatsoever (checked several times, periods commas, spaces are exactly the same, all verified via google maps) but the system keeps telling that we don't seem to be living at the same address 🙄 🙄 🙄. This is becoming really frustrating, and I see that other people seem to have the same problem these days. Can you please fix it? All the tips above don't work.

[Dian]

Hey there,

Thanks for posting in the Community.

It's important to check the country settings of the Family manager account and compare it to the country of the accounts to be invited. They should match as well. If they don't match, the successful invitation won't be possible.

Here is how to change the country settings on a free account.

For an account with a Premium subscription or a Family manager account, the subscription should be canceled first and let it expire. Once the account is without Premium again, you can change the country settings.

Let us know how that went,

Cheers!

[GioSgo]

Hi,

Thanks for the advice, but I can't make it work: all my family members have open a free account in order to be able to join the family account. When they log in with their free account and they click on their profile to modify it though, there is no option to change the country setting, it just shows the name and the option to add a photo, nothing else. What else should I try?

GioSgo

[Dian]

Hey @GioSgo,

Thanks for the reply.

The country settings of the accounts can be changed only through the account page in a web browser, there is no option for that in the app, just like you've described.

Give it a try. Here is how to change the country settings.

Keep us posted,

Cheers!

[GioSgo]

Hi again,

Ok now I have managed to access the page where to modify my wife's profile by logging in through a computer, but when I try to change the country to match it with my country of initial registration, it doesn't give me any other option but the country where we currently live, there is no way to change it. Any advice?

GioSgo

[Dian]

Hey @GioSgo,

Thanks for the reply.

It is not possible to set the country of a free account to a different one than the one you're currently living in. I thought the country wasn't updated yet on the free accounts, hence the proposal.

Judging by your words the manager account has the wrong country set. This means you'll have to cancel the Family subscription, wait for it to expire and activate a new one after you've updated the country of the then free manager account. For activating a new subscription you'll need a payment method or card native to the country you're residing in now.

Hope this clears things a bit and sorry for any caused confusion,

Let us know how that went!

[GioSgo]

Thank you Dian,

That's what I had to do in the end... let's see how it goes when my Family subscription will expire. Even if I understand the reasons I find it a bit of a cumbersome process I must say. Why not allow premium subscribers to change the country settings in their profiles?

GioSgo

[draugster]

I solved it with a friend who lives in the uk. Works like a charm now. But i have to say a bit disappointed with the support. For such a small matter not to be able to change it themselves.

[Paddy_irl]

Hi again folks, I have checked the country settings and it is the same on the account I am trying to add as my own. What is going on here, surely this is a massive bug? How can I raise this with Spotify's product and engineering teams?  This is really substandard service from such a widely used application

[Dian]

Hey there,

Thanks for the posts, we're glad to hear most of you got this sorted out. We also understand the cumbersome nature of the proposed steps, but the country settings are directly related to licensing concerns and we don't want to meddle with those.

@Paddy_irl, could you tell us more about the error message you're receiving? We'd be then able to prepare a solution. You can post a screenshot as well.

Keep us posted,

Cheers!

[Paddy_irl]

Hi again

Please see the attached screenshots with explanatory captions

Error that the address doesn't match

[Alex]

Hey there @Paddy_irl,

Thanks for the post and the screenshots.  

Please avoid posting personal info, such as real life addresses, usernames and DOB in public forums such as this one, as it's a major security risk.

Since both accounts' countries were set to UK and the addresses matched, ask the other family member to accept the invitation on another device and open the link in an incognito browser window to avoid any issues with possibly corrupted cache & cookies on their original browser. 

Hope this helps.

[Paddy_irl]

Hi Alex, the screenshots were from a test with an incognito window. Same error as without. As per my previous comment, can this be escalated to product/engineering? Seems like quite a serious bug to me, I should be able to add members to my family plan.

Thank you,

Patrick

[AlejaR]

Hey @Paddy_irl,

Thanks for your reply.

We understand what you're mentioning. If you check both the accounts' region or country match, we'd suggest trying by updating your address on your account page to see if you notice any difference. You can follow these steps to do it:

1. Go to this web page and edit your home address. If it is still the same as the one already registered, please re-enter it and confirm.
2. Inform all current members of your Family plan that they will receive an email asking them to confirm the address you entered and/or re-entered. Ask them to open the email and follow the instructions.
3. Invite your new family member again.

If that doesn't do the trick, and to answer your question, you can contact our Customer support team, so they can help you to check your account more thoroughly. You can find out how to contact them here.
 

We hope you found this helpful. Let us know if you need anything else. 

[Jamieprangle]

My dad is the family plan account holder, I am trying to add the address but it constantly says it’s not the same address…. He has no problem changing the address but it won’t let me input the same address as it doesn’t find it .. I only have a few days left before I’m kicked out ! So frustrating shouldn’t be this difficult