Duo Plan

WatfordMarshall — Wed, 29 Jan 2025 10:00:13 GMT

Duo Plan

recently signed up and sent an invite to a family member via WhatsApp link, they are showing as a member under my account but on the app on their side it is not - seems they are still on the basic plan (keeps getting adverts)

does the family member need to log in using my email address or should they use the login details they have for themselves?

it is as simple as logging out and logging back in for this to take affect?

Thanks

Re: Duo Plan

Joan — Wed, 29 Jan 2025 13:57:53 GMT

Hi there @WatfordMarshall,

Thanks for reaching out. We'll gladly help you both enjoy your Premium.

The owner and member(s) are always separate accounts with the latter simply joining the plan by accepting the provided invite. In other words, the member should keep using their own account with their own login details and not those of the owner.

If the member still doesn't see the Premium features, a log out and log in is definitely worth trying. In fact, have them do that twice in a row. It sounds odd, but this forces a sync between the app and the servers and should resolve the issue if it boils down to the Premium just not showing up on the app yet.

If the issue persists after, have the member check if the same happens on different devices and see if the Premium is active on their account page. Have them also make sure that they're under the correct account.

Hope this helps.

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Duo Plan

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