Account confusion with Duo, saving library

[wrldmsc]

Plan

Free/Premium

Country USA

Device

(iPhone 

Operating System

(iOS 10, 

My Question or Issue

Bill is primary Duo premium account holder.  Sandy is his account partner/wife.  Bill had to replace his phone.  He replenished his account info.  Sandy's music selections now kick his selections off and her playbacks are interrupted by commercials.  Bill checked and she has a free account.  Bill uninstalled her Spotify, invited her onto his account, but her account remains and he can't figure out how to shift her account onto his/their Duo account.  Bill is afraid to delete Sandy's account for fear he will not be able to reserve her library and created songlists.  Tech support would be REALLY HELPFUL HERE.

[AlejaR]

Hey @wrldmsc,

Thanks for posting in the Community and welcome. 

In this case, we'd recommend starting off by double checking on your account page if your plan currently has a member. You can do this by going to your account page> Subscription> Manage your plan> Go. There you can check general info about your plan as well.

Once you've done that, it's important to clarify that changing the subscription of an account is not going to affect the library of said account: all saved content is going to be found there. So, it seems your wife is confused about the credentials she used to create her account and it's possible she has more than one. So, keep in mind there are a few ways to sign up, e.g. with email, phone number, Facebook, Apple, or Google. Perhaps your wife subscribed to a different account that was registered with one of those methods. Advise her to try logging in with these to check. 

She can also go to password reset and enter possible email addresses you own. When you enter an email that's registered with Spotify, you'll get a password reset message for that email. Once she has located the right account, you can send her the invitation once more, so she can join your plan. It's important she checks the details of the account she's logged into to avoid further confusion. To do it, she can go to her mobile device and follow these steps:

1. Go to Home.
2. Go to Settings.
3. At the top of settings, she can see the email linked to her account (if any).

Give it a try and let us know how it goes. Keep us in the loop!