Deleted profile after switching to Family Plan

[nessundorma23]

Hi, 

I have a premium account and recently suscribed to a family plan. I invited my girlfriend to join and she did fine, but in the process, her profile and all her playlists were gone. She tried to recover them throygh the app but it keeps saying there was a mistake. Is there any way to solve this? 

Thanks,

[Mario]

Hi @nessundorma23,

Welcome to the Community and thanks for reaching out about your question here!

If your girlfriend successfully joined your Premium Family but is currently not able to display the Premium features as well as her music on the Spotify account she's accessing, she might have logged into the wrong account.

You can confirm this by asking her to access her Account overview and see whether there's any active subscription with the account she's currently accessing.

It'd also be very useful to take a look at this support page article and go through the suggested steps to double-check whether her Premium Family account is associated to an email address and password or to her Facebook credentials.

This way, she'll know what's the right login method to access her account is. 

Hope you'll find this useful. Let us know if we can help any further 🙂