Family member unable to redeem invite to family plan

[Morbidlyopreece]

Hello,

I've just upgraded to the family plan and invited my partner to the plan. However, when she goes through the steps to redeem an error message is displayed stating she needs to be in the same country. She lives in the same house as me. I've tried a few things but nothing works. I've noticed my country is 'GB' and hers 'gb' I wonder if this could be the reason. 

Any help and advice would be very welcome.

My user name; morbidlyopreece

Partners user name; jensmith.js83

Regards

Morby

[osornios]

@Morbidlyopreece

Was she Premium before?

She should delete her payment info so she can update her country.

To do so, let her do the following:

1. Go to the Subscription and payment overview --> http://spotify.com/account/subscription/

2. Click UPDATE DETAILS. If it shows below 'Would you like to cancel your subscription?' click there and cancel.

3. Check the box to 'Remove', and click 'Change' button,

Note: If she has Premium active she won't be able to remove her payment info. That's why it's important to cancel before clicking UPDATE DETAILS.

After she has removed her payment details, change the country in profile, and let her accept the invite.

[Morbidlyopreece]

Hi, No she just had the free account. So no payment details on her account.

Regards,

[osornios]

@Morbidlyopreece

Most of those problems come from a difference between the country shown by the IP address, and the one in your profile.

First, tell her to check her IP address here

After that, compare it to the country shown in her profile.

If she opened her account with Facebook, her country is tied to the country shown in her Facebook account. That may be causing trouble too.

[user-removed]

It would be best to send an email to the support team so they can check both accounts.