Family Plan not adding users correctly

[gavinmusson]

Hi Jean

I'm havin the same kind of problem, the difference being that my son now has access to Spotify as a Premium Family member but my account is still Free.

Worried that if I upgrade to Premium I will be charged £14.99 for Family Me+1 and then another £9.99 for my Premium.

Both accounts are in the same country and both are set to UK in settings.

I've sent numerous messages to Spotify Support but haven't received a reply since they changed my account back to Free.

[jean3601]

Hey @gavinmusson

Who is the main account and who is the invited party?

[gavinmusson]

Hi Jean,

I'm the main account and my son is the invited party.

That's what is confusing me, how can I send him an invite to join Family when I'm still at Free?

Thanks

[gavinmusson]

CAN someone please help.

[jean3601]

@gavinmusson

Okay could you please try these steps? If this doesnt work I will escalate the issue, and we can try find out whats going on

Here's what to try if you've upgraded to Premium but don't see it in the app.

• Check your subscription page. Your status should be Premium. 
• If you're on Premium, try signing out and back into the app. 
• If it says Free, check the receipt we send to your email inbox. Make sure you're signing in with the username on that receipt. If the username on your receipt is a 10 digit number, please sign in with your Facebook login details.

It's also possible you have a second account - one account with a Spotify username, the other created and linked to your Facebook profile. Try logging in with each to access your Premium.

[gavinmusson]

Hi Jean

Thanks for your help and support.

I've logged in via Spotify & Facebook, both show my account as Free when on my PC.

On my iphone it shows as Premium.

I never received an email with a 10 digit number but my son did.

Just checked my account, it has the correct email address BUT 'confirm password' is greyed out  (can't type anything in it).

Can someone send me another email with the 10 digit number and send a text message to my phone confirming my email address?

Regards

Gavin

[gavinmusson]

Oops,

I received an email telling me about your answer today (although it shows you posted a week ago) so clearly Spotify Community has the correct address.

Hopefully just need another ten digit number.

Still need someone to confirm how much I will be paying this month.

[jean3601 · Accepted solution]

@gavinmusson

I suggest you contact support so they can assist you with solving your issue 🙂

You can contact support on twitter @SpotifyCares Or you can email Support here.

If you receive a No-Reply email that says to check out the FAQ or Community just reply to that email and Spotify support will contact you 🙂

Support takes 24-48 hours to reply to you if they have not replied to you by tomorrow you can ask me here and I will escalate the issue for you 🙂

I hope this helped solve your issue 🙂

[gavinmusson]

I have contacted support about 6 times now and have yet to receive a reply.

Massively underwhelmed bu the standard of support.

Could you please escalate this issue for me.

[gavinmusson]

Just received the following email:

Hey there,

Thanks for your email.

We are sorry to hear you have been affected by this issue. The good news is this has now been fixed and you should be able to continue as normal.

Please can you resubscribe here and get back to us if you have any further issues.

Kind regards,

Spotify Customer Support

Nobody has yet answered my query as to what and when I will be charged.

I love Spotify but this lack of customer support is driving me away.

[jean3601 · Accepted solution]

@gavinmusson

You will be charged depending on what plan you choose to subscribe too 🙂 

You will be charged when you subscribe to the plan