premiun for family account problems

[Reynaldo2]

The account holder can not acces to the subcription menu and also she is no longer a premiun family plan member. We can change the payment method, we are totally block about this. we need some help please.

[ZullyB]

Hey @Reynaldo2, welcome to the Spotify Community! 

Can you ask her to try to change the payment details using a computer, incognito window and different browser? 

Also, can you send us a screenshot of the error message she's getting? Make sure to not include her payment details in that screenshot. 

We'll be waiting for your answer. 

[Alfonso24]

Hi, they removed my family account and sent me an email that had an error in the app.I want to see if they have a solution thanks 

[Reynaldo2]

ok thank you, we are going to try.

This is the information that shows the plataform.