connection with family premium not possible

[lemrb]

Plan

Premium

Country

Germany

Device

(iPhone 8, Samsung Galaxy 9, Macbook Pro late 2016)

Operating System

(iOS 10, Android Oreo, Windows 10,etc.)

My Question or Issue

we have family premium but my husband cannot connect. His cellphone always tells him that he is not in Germany, but he is! He has an Iphone and I have an android phone. We were in Italy for a week, but now we are back and still he is not recognised as being in Germany! What can we do?

[Billy-J]

Hey @lemrb, thanks for reaching out to the Community!

Could you make sure that his country settings are correct? You can change/view his country settings by following these steps.

If it says he is in Germany, could you send me a screenshot of what happens when he tries to join your Premium Family plan? Make sure to hide sensitive info when posting to the Community.

Let me know how this goes.