Problem with family account

[Joaocassella]

I dont know why but every time that is payment day my child family account exit the program and stay free account. When i try to put back, appears a error mensage and i cant do it. Help me please.

[SergioDavid]

Hey @Joaocassella, welcome to the Community!

Can you give us a bit more info on what happens when they try joining your plan? Do they have any trouble joining if they use an incognito window?

Let us know.

[Joaocassella]

Hey, thanks for replying

I tryed again in the anonymous window of Chrome, i send the email from the main account and accept in the other, appears a congratulation mensage telling me that im ready to join the family account and ask me to put some info like name, address. When i put, appears a red mensage "You cant join the premium family plan. Need help? Consult our frequently questions" (My browser is in portuguese, sorry any translate mistake)