Support verify address Family Premium

[LeoFurioso]

Hello everyone, 

I have been paying a FAMILY PREMIUM account for two months, it was a present for my mom for her 60th birthday. Recently my mom could not use her premium account, I received an email that informed me that Spotify couldn't verify we live in the same address. I received the email 13 days ago, and apparently after 7 days Spotify deactivated her premium subscription. We live in the same house in Milan, Italy, we are both travelling a lot during the summer, so it is understandable that they think we don't live under the same roof. I am resending the FAMILY PREMIUM invitation to my mom but she cannot accept it, since Spotify CANNOT VERIFY WE LIVE IN THE SAME ADDRESS... How do i fix this? I would hate for my mom to subscribe with a new account or pay for the PREMIUM service, I already paid for this month and I think it is unacceptable that I cannot use the service. Please help me!

Leo

[Maria_B]

Hey @LeoFurioso!

Welcome to the Spotify Community.

We're sorry to hear you're having trouble with your mom's account. Since she lives in the same physical address as you, we suggest contacting our Support team via @SpotifyCares on Twitter and Spotify Cares on Facebook. They'll gladly help you with your Premium for Family Plan.

Let us know how it goes.

[LeoFurioso]

Thank you all for your help and support, Spotify Customer Service helped me solve this issue! Now my whole family will be able to hear my moms playlist with popular eastern European music from the 50s without ads! 😂