Premium family not working after subscription

[caldeireiros]

I've just subscribed to premium family and it is not working properly (as trump would put it: "Sad!" 🙂 

- people that I've invited cannot join.

- in my cellphone I still have only the free features (e.g. I can only play albums in shuffle mode).

How can I solve this? I already re-installed the app, logged out, cleaned chache...

thank in advance. 

[Bittencourt]

Hi @caldeireiros, welcome to the Spotify Community.

Do the members get any error message when trying to accept you invitation? Does it happen to all of them?

When you click on the link bellow, do you see any member active?

https://www.spotify.com/us/account/subscription/

Regarding your cellphone, you must be loggin in the wrong account. You probably have more then one. Please double check this and let me know!

[caldeireiros]

They all receive error messages and cannot follwow the invitaiton link.

In that link none of them is active, I can only see inviation sent.

In my cellphone I have the right account, I even reinstalled the app...cleaned the cache, etc...

thanks

[Bittencourt]

Ok, let's try to figure out the Premium/Free account thing first. Reinstalling the app won't help in this case. Please compare your credentials from the link bellow with the ones in your cellphone. Are they the same?

https://www.spotify.com/us/account/subscription/

[caldeireiros]

do not know how to find the information of the cellphone.

[Bittencourt]

Go to Your Library (bottom right corner), then tap on the gear icon on the top right corner, and then Account. You'll see if it's Free or Premium. On the top left corner you'll also see your profile picture (just to check if it's the same).

[caldeireiros]

well, this is strange, I have looked into that section before. still the when I make it to the gear icon I cannot see "account"..I see several options (playback, devices, social, etc)...but not that, there's also an option to log out that (rightly) says: "you are logged in as caldeireiros".

[caldeireiros]

meanwhile one of the members said that we was able to join the account...

[Bittencourt]

Ok, we are getting there...

Dou you now see this member as active?

https://www.spotify.com/us/account/subscription/

What error message do the other ones get? 

[caldeireiros]

see please attached. Also, my android app stll not working properly...

thanks

[caldeireiros]

I see the new member as active.

[Bittencourt]

Are you from Brasil?

[caldeireiros]

Portugal

[Bittencourt]

Muito bem, creio então que podemos nos comunicar em português 🙂

Geralmente este erro ocorre por conta do membro não residir no mesmo endereço do Administrador da conta. Todos residem no mesmo endereço?

[caldeireiros]

Sim, os membros são a minha namorada e os restantes colegas cá de casa.

[Bittencourt]

Bom, então por favor peça que eles tentem novamente usando outros browsers (limpando cookies/cache antes), ou se possível outros aparelhos. 

Outro motivo possível para o erro estaria no fato destes membros terem criado suas contas em outros países, ou em endereços distantes daquele do Administrador, de modo que o Spotify identifica e bloqueia o acesso. 

De qualquer forma vale tentar novamente conforme expliquei acima!

[caldeireiros]

ok, obrigado, vou sugerir isso. 

e a questão da app (android)?

[Bittencourt]

Creio que precisamos ter certeza que está acessando a mesma conta. Realmente nunca vi cá na Comunidade um caso de uma mesma conta ser Premium no desktop app, no web player, e Free no mobile app.

Teria como anexar imagens de sua conta indicando como Free em um dispositivo e Premium em outro?

[caldeireiros]

o problema é que a app nem refere se é free se é premium. Essa opção nem está lá...anexo alguns prints...

[caldeireiros]

já está a dar direito! obtrigado