Family Membership Denial

[richardljenkins]

I could use some help. I was a Premium account holder and I realized that both myself and my wife were paying for premium accounts. I had my wife cancel hers and I upgraded to a family account. We are traveling in Europe for the next 3 months and I had sent out invites to my wife and kids to access the family account. Because their phones are pinging off of German wifi Spotify will not let them access the Premium Family account. I can still access the accouunt just fines, but now I will be charged more for an account that my family cannot access, Is there a way to downgrade without cancelling my account or can someone at Spotify grant access to my family. We all really do live in America and under the same address which was the only stipulation that I say for the account. We are not trying to cheat, but just get what we are paying for. Does spotify NOT want to allow us family access while traveling? If not, I want a regund or will cancel altogether even after being with the company for years.

[LordRollin]

Hi @richardljenkins. Sorry to hear that you're having troubles with your Family Plan. Foremost, Family Plan determine eligibility based off of the locations of the account that creates it, and the subsequent accounts that are added to the plan. Because you created the plan in the US, but your family is trying to be added from Germany, the plan will, unfortunately, simply now allow that, as the locations don't match like they need to.

Since you created and were added to the plan before you trip, you are able to use the plan abroad because that's one of the perks of a premium subscription. However, since it sounds like the rest of your family is on a free plan, their accounts have switched over to German ones, and will remain so until you return back to the US.

Until you return home, there will be no practical way of getting your family on to the plan. What I would suggest you do is cancel your family plan from your account settings. The best way to do so is outlined in the Family Plan FAQ, here.

Canceling will not cancel your account, simply your subscription. In this instance, if you follow the instructions linked above, your individual account will be reverted back to a standard premium account instead of the subscription being entirely canceled. At this point you'll be able to continue using your account as you have been for the standard premium price, and when you return home you can set the Family Plan back up, and get your family on it.

Hope this clears things up for you. Please don't hesitate to reach out if you have any further questions or concerns, and I hope you all enjoy your trip. Cheers!

[richardljenkins]

Spotify... a European company has not grasped the idea that there is a
WORLD WIDE WEB and I should be able to have my music in any country with an
internet connection as should my family if I pay for them. Its a really
stupid policy to put a block on allowing my family to access a family
account. They are not free. They are paid for by me. I shall reconsider my
account an likely move to another service. Spotify has a huge collection,
but a horrible interface with no way to really organize my playlists the
way I want anyway.