Family plan being used for more than 6 months, paid and confirmed, but not working

[davidslago]

Hello,

My family plan (David and Priscila) has been used for a long time, and its paid the price of the family plan and everything, but Priscila's spotify turned to free even though it says I have the family plan. 

When I tried to re-subscribe her to the plan its says I don't have a family plan. What's going on?

Check the attachment.

- David

[LordRollin]

Hi @davidslago. That's certainly strange. Unfortunately I don't know of any troubleshooting we can do on our end, so I believe contacting support will be your best bet at getting this resolved. Support can be reached one of three ways: through the online contact form; on twitter by reaching out to @SpotifyCares; or by sending a message to the Spotify Cares Facebook page. Please be aware that responses may take anywhere from 24-48 hours depending on the volume of tickets support is currently handling.

In regards to the contact form, upon filling it out you should receive a confirmation email, usually a generic message containing the information you provided and instructions to visit these forums. If after 24 hours you do not hear back from a support team member, please reply directly back to the confirmation email, even if it originates from a no-reply address. If you do not receive this confirmation email, please check your spam folder. If it is not present there, please attempt using one of the other contact methods, or, if you are unable to use the alternatives, please let me know.