Can't invite family member for duo plan

[MiztorWool]

Me and my wife are trying to set up a Duo account. She used to be part of a family account with her relatives but this subscription ended. We tried setting it up a few months ago (before it ended) and got the error message that you can't change premium account more than once every 12 months so we decided to wait until the subscription ran out which it has now done. She still gets the same issue when trying to join my duo account however. So she tried instead to create her own duo plan (which was no problem what so ever, which to me proves that she can in fact change her plan) but when she then invites me I just get a generic error with "try again later".

How do we get this to work?

[Maxim]

Hey @MiztorWool,

Thanks for reaching out.

If you're currently a Premium Duo/Family plan owner yourself, you first need to cancel that subscription and wait for it to end. Once it has ended, you should be able to accept her invitation 🙂

Hope this helps!

[MiztorWool]

Hi Maxim!

Thanks for your response.

This is what my wife did and still got the error that she changed plans within 12 months already. When we did this I changed from single to duo account so I've also recently now changed plans (for this to work). Won't I get the same error after the month is up? 

[Maxim]

Hey @MiztorWool,

Oh I see, thanks for clarifying.

If she gets that error message, it means that she already switched plans once in the past 12 months, so she was part of two different Duo/Family plans already.

She'll be able to join a different plan once the 12 months are up (from the day she switched once).

If you were also part of two different Duo/Family plans as a member, you'll also have to wait 12 months.

Let me know if you have any other questions 🙂

[MiztorWool]

Hi Maxim,

Thanks for replying.

Yes I understand what the message means, the problem is that we waited until her subscription ran out, so 12 months had long passed but she still gets the error. Hence why we tried for her to start a duo subscription instead (there was no problem for her to start a "new subscription" from her account which just proves that the error message was faulty. (Unless the 12 month restriction only applies to joining anothers subscription.)

Trying to get this to work we've both tried signing up for the duo (not at the same time) and inviting the other with the same problem which I guess we not reset the 12 month timer.

This seems like a really strange and not userfriendly restriction but maybe there's a purpose for it.

Best regards

Adam

[Maxim]

Hey @MiztorWool,

Thanks for getting back 🙂

The 12 months policy only applies to members. As far as I know, it's put in place to prevent abuse. So, even if an account has switched plans once within the last 12 months, they can still be the owner of a Duo/Family plan.

If you and your wife are currenty owners of two separate Duo plans, one of you will need to cancel first and wait for it to end. Once it has ended, it will be possible to join if the account hasn't switched plans (as a plan member) within the last 12 months.

There's, unfortunately, no direct way to see when such restriction ends. But the 12 months usually start from the day plans were switched.

Let me know if you have any other questions!

[MiztorWool]

Hi again,

Thanks for your help Maxim. 

I guess we'll have to wait another year until we can share an account. 

Take care!

Best regards

Adam