Spotify Family & existing accounts (UK)

[mrtristan]

Hi,

Here in the UK I have a premium account, and have been using it happily for some time now. With the announcement of Spotify family I thought it was prime time to get my other half on board, so they can discover the wonders of Spotify as well, at a discounted price.

However, I know there are some rules about existing premium members joining or starting a Spotify Family. Can anyone tell me:

- Can I (as a premium customer) start a Spotify family, and get another user (who has a free account at the moment) to join it?

- Or is it a case that we BOTH have to have free accounts before we try starting a Spotify family?

I've tried searching the knowledge base and official pages for answers but can't find anything to answer my questions.

Also, to make matters even more difficult my account is tied tro my Virgin Media account. Would I need to de-couple the account from Virgin Media before I even think about starting this Spotify Family?

Thanks

Tristan

[Josh]

@mrtristan Are you receiving any sort of discount on your account from Virgin Media? You can signup as a premium member but the user you invite needs to be a free user, and the account you are using can not already have any discounts on it (student discounts, promotions etc..), you need to be subscribed at the normal price. This help article explains the steps on adding users and how they can accept your request, as well as FAQ on the family plan. 

[mrtristan]

I don't believe my account has any discounts, but I think it's possibly the fact it's linked to my Virgin Media account that is stopping me from setting this up, as when I click on the "upgrade" button on the main "Family" page I am told it is not possible to upgrade accounts such as mine.

I gueess I might need to de-couple my Spotify and Virgin Media accounts, make sure I have a standard premium account and then re-attempt the "upgrading" to a family account.

BTW - @josh -  I tried accessing the help article link you posted but it just took me to the main help site.

[Josh]

@mrtristan Does this link work better? 🙂

[mrtristan]

Yep, that does the trick.

However, it doesn't really give me the answer I need.

Shame there is no easy eay to email Spotify support, or is there? Am I missing something?

All I want to know is, if what I think is the solution will work or not.

Ah well, guess the only way to know for sure is to give it a try.

[Josh · Accepted solution]

@mrtristan There is 🙂 You can use the contact form here, if you get an automated reply, reply directly to that email (even if it is a no reply). You can also sometimes get faster service via twitter @Spotifycares. 

[mrtristan]

well that was well hidden! Why put it under the "about" section surely there should be a seperate "onctact us" section.

I've sent an email and tweet so hopefully I'll get a reply to at least one of them.

Thanks for all your help on this.

Tristan

[thewillgosling]

Hi Tristan - did you ever get a reply to your question about Family Plan and Virgin Media.  I have exactly the same problem.  Thx

[mrtristan · Accepted solution]

Yeah, I did manage to sort it all out in the end.

Unfortunately, the only way around this is to remove your Spotify account from your Virgin Media account, so it is a stand alone account, then you can re-upgrade to premium, and only then can you create a family account bringing in those people who you want in your family account (obviously they need to be on a free account as well before they can join the family).

Hope this helps.

[thewillgosling]

Magic, thanks