family premium plan doesn’t let me use premium. it says the payment failed.

[ximena7777]

family premium plan is not working, it says the payment failed but i’m the only one in my house who is having issues. i’ve restarted the app and reinstalled it a few times but the problem continues. i don’t know what to do

[Billy-J]

Hey @ximena7777, thanks for reaching out to the Community!

To confirm, everyone else on your plan has access to their Premium features but you? Can you send me a screenshot of what you're seeing on your account overview page here? Make sure to hide sensitive info when posting to the Community. 

Keep me posted!

[ximena7777]

Yes! Everyone else in my family has access and no one has had any issues so far. Just me. This is what shows up in my account overview:

<snip - Moderator edit>

[Billy-J]

Hey @ximena7777, 

Thanks for the screenshots! It looks like you are a member of a Premium Family plan, but you're getting the notification that you need to update your payment details. In this case, I'd recommend getting in touch with Customer Support. They'll take a look and do their best to help.

Have a nice day!

[AlejaR]

Hey @ximena7777,

We hope you're doing great.

Just jumping here because we wanted to let you know we've gone ahead and edited one of your replies, since it contained sensitive info. Keep in mind this is a public space, so, to maintain your personal data secure, we've deleted one of the screenshots you kindly sent us.

We'll be here if anything else comes up.
 

Cheers!