Premium duo not working

[ranskis]

Plan

Premium Duo

Country

FR

Device

Motorola G5+

Operating System

Android Oreo

My Question or Issue

I have subscribed to premium duo for my wife.

The invite is received and accepted successfully, I receive a confirmation email. On wife's phone, in the browser that opened the invite, the account is shown as linked to the premium account, so all good?  Alas, it does not work in the app. Her account still shows up as a free account.

I have tried to:

 - log out / log in (with the facebook button)

 - force quit app, delete data/cache, log in

 - remove app, reinstall app, log in

 - create a regular spotify account with her email address, and try the previous steps again

 - cancel the invite on my side, and send another one that I tried to accept with both the facebook linked account and her email account. Twice. With the exact same problem each time.

Nothing works, except the website which still says the account is on premium duo.

Out of ideas, and almost all of my hair, at this point.

Any help welcome (for the account, not the hair)

[Elena · Accepted solution]

Hey there @ranskis!

Welcome to the Community and thanks for reaching out.

Can you check if your wife's account has an email address attached to it on her Account page?

If not, then that could be causing the issue here because she might've used an old/inactive Facebook profile to create the account.

We'd recommend that you remove the account that's a part of your Duo plan now and follow the steps here to link an account that has a registered email address.

You mentioned that she already has such an account  - when you send a new invitation, she'll need to be logged in there in order to accept her new invite.

This way she'll know exactly which account is part of the plan and she'll be able to use the email address on it to log in. 

Hopefully this will help your wife get her Premium features and help you keep your hair 😁

We'll be here if you have any further questions!