Help Wizard

Step 1


Country Mess!

Country Mess!


Hope you can help me with a very frustrating problem I've been having for months.

I used to have an accound based in the USA with a US amex card. Since my family and I moved to Mexico, I have updated the payment method to a credit card based in Mexico. 

While in Mexico, I upgraded to a premium family account and sent invites to my wife and daughters who live with me (same household) in Mexico.

Their accounts are based in Mexico.

When I send invite, it don't let my family members use family premium package stating that "we are not located in the same country"

When I see my profile, it states that I am still in US, but when I double click on "edit my profile" to change to Mexico, it already has Mexico as my home country. 

So, my profile "Snapshot" states I am still in US, when I try to change on the "edit my profile", it already has Mexico.

My family can't use premium family package because apparently I am still in the US but when I try to change it, it shows I am already in Mexico...

I know I am being repetitive.....

It is a catch 22 situation....highly frustrating.

Can someone please help?



3 Replies

Hey @thegamejones,


The new payment method and country settings be in effect from your next payment date.


Hope this helps!

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Got it! Hope this fixes it! Appreciate the prompt reply!


I created my account in Mexico but live is USA. I was able to get in when I got back but now it says can’t access as I only have 15 days in another country. How do I fix it?

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