Can't update payment on duo plan

[#1]

Currently my wife and I have a Duo Plan. Our debit card expired and we got new ones but when we try to update the payment method it will not allow us to select Duo. It auto picks a single premium option, and if I go to select a plan it says I currently use Duo. Online says there should be an update option on that plan but there is no such option.

[Jeremy]

Hi there,

Thank you for taking the time to post here in the Community. Let's take a closer look into this.

Can you start with trying from an incognito/private window?

If that doesn't do the trick, wait until your accounts reverts to our free version and then re-subscribe.

Let us know how it goes so that we can continue to assist you if you need us to.

Have a great continued weekend 🙂 

[RK1214]

I have a similar issue but the difference is my plan member is unable to update their account to the premium duo plan despite me updating the payment and actually making the payment for the subscription. It even matched the addresses. The App doesn't allow her to listen to music unless she updates. When we tried updating, the app says she is already part of a duo plan. It's a never ending cycle. 

[Lyubka]

Hey @RK1214 

Thank you for your reply in this thread.

If your Duo subscription was canceled due to a failed payment in the past, your plan member's account may be on pause and in this case we recommend that you get in touch with our Customer Support team via one of the channels here about this. 

We can't make any account related actions here in the Community as we don't have access to such systems and tools. However, the folks at CS should be able to take a closer look, check the account and help you further.

Hope this helps. If you ever have any other questions in the future, feel free to post in the Community again 🙂