family member unable to join premium because it says his address is in another country?

[WilloughbyFam]

Plan

Free/Premium

Country

Device

(iPhone 8, Samsung Galaxy 9, Macbook Pro late 2016)

Operating System

(iOS 10, Android Oreo, Windows 10,etc.)

My Question or Issue

My teenager is unable to access our family plan because it says his location is in another country.  My other family members have not had a problem.  

[Ivan]

Hey there @WilloughbyFam, 

Thanks for reaching out to the Community about this. 
 

We'd suggest you let the user first try again in a private/incognito window. This step makes sure they avoid issues with the browser's cache. If that doesn't do the trick, let them try again in a different kind of browser.  

In case they still experience the same, simply send us a screenshot showing us what the user sees on their end. Just attach the image to your next response to us. This way we can take a closer look at the issue. 

We'll look out for your reply. 

[WilloughbyFam]

Hello,

The suggestions did not work. The error message is below.

[Elena · Accepted solution]

Thanks for getting back to us @WilloughbyFam!

We're afraid the screenshot is not appearing on our end, so if the steps below don't help, would you mind attaching it again?

We recommend checking the country settings on your son's account with the steps here.

You can also follow the instructions on that page to change the country if needed.

One more thing that could be causing the issue is the use of a VPN, so make sure your son's not using one.

We'll be on the lookout for your update!