Type in your question below and we'll check to see what answers we can find...
Loading article...
Submitting...
If you couldn't find any answers in the previous step then we need to post your question in the community and wait for someone to respond. You'll be notified when that happens.
Simply add some detail to your question and refine the title if needed, choose the relevant category, then post.
Before we can post your question we need you to quickly make an account (or sign in if you already have one).
Don't worry - it's quick and painless! Just click below, and once you're logged in we'll bring you right back here and post your question. We'll remember what you've already typed in so you won't have to do it again.
Hi,
I have just upgraded from Premium to Family Premium.
I want to sign up my kids, have created them an email address each and invited them to the family account but when I go to sign them up to a spotify account the sign-up bar just keeps spinning and I can’t finish the process.
I've tried it on my phone (WiFi and Cellular), and my laptop. Tried first thing this morning, lunchtime, and this evening, I get the same thing every time.
Any ideas?
Thanks a lot
Tom (UK account)
Hey there @Tommy_C!
Sorry to hear you're having this issue.
Can you please try using an incognito page for the process and see if it helps ?
Waiting on your update 😃
Hi,
Sorry, forgot to mention, I have tried using an incognito tab on both the phone and laptop without any luck.
Thanks for a quick reply.
Tom
Hey there @Tommy_C
no worries !
Quick question, are you trying inviting and accepting all on the same device ?
Please be advised as written under the "Premium for Family" help guide:
"If the person accepting the invite is doing so on the same device it was sent from, make sure the owner who sent the invite has logged out of their account page first.
Note: The owner and all members of a Premium for Family plan must reside at the same address"
Waiting on your update 😃
Hi,
I have tried both ways, I first tried on the same device and then saw that I was automatically logged in, which is why I used an incognito tab. I then tried on the laptop without being logged in at all.
Thanks
Tom
Same thing today...
Hey there @Tommy_C
Thanks for your patience !
Something we've noticed is that you mantioned creating e-mail accounts for your kids.
Inviting a user to the family account only works if you invite users with a Spotify subscription.
Please create a Spotify account for each user you want to invite and send the invites again.
Waiting on your update 😃
Hi,
Thank you for the reply, sorry if I wasn't being clear, when it's failing, I'm trying to sign up to spotify free using a new email address, at this point I wasn't trying to accept the invitation. Tried with two different email addresses (2 kids).
Thanks a lot
Tom
Hey there @Tommy_C
and thanks for your patience!
Could you please add some screenshots of the process ?
Thanks.
Hi, yes sure, please see attached.
Thanks
Still no luck, I wonder I'm assuming others can sign up and it's just me.
What's the best way to get in contact and make a complaint with Spotify? As I'm going to now be paying for a family membership that I cannot use...
Thanks a lot
Hey @Tommy_C,
Just to confirm, since you mention that the accounts you're trying to sign up for are intended for your children, I'd recommend making sure that their age meets the minimum age requirements set in your country.
On another note, if you'd like to downgrade to regular Premium, I'd suggest following the steps provided in this support site article.
If it's still not working, get in touch with support. You can find out how to get in touch with them here.
Good luck! Let us know if you have further questions.
Have a nice day.
Hey there you, Yeah, you! 😁 Welcome - we're glad you joined the Spotify Community! While you here, let's have a fun game and get…