I can't access my premium family account

[ellenmaldonado]

I have a subscription to the premium family plan and I access my account via email, and the last time I accessed the settings I changed the email. Now I'm trying to access an account with the new email and it says that the account is on the free plan, and trying to access it via the old email says that it is not registered. Accessing the settings via the profile of the other members, it shows that I, Ellen, am an administrator, but I can't access the account. I've tried to log in using my cell phone number and it also says that it is not registered. The other members of the group are: REDACTED (which I'm currently using to get help), Ellen, REDACTED and REDACTED

Plan

Family Premium

Country

Brazil

** community star edit - removed personal info ** 

[Billy-J]

Hey @ellenmaldonado, thanks for reaching out to the Community!

In this case, I'd recommend getting in touch with Customer Support. They'll take a look and do their best to help.

Have a nice day!