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plan changed to Individual automatically after gift card

plan changed to Individual automatically after gift card





My Question or Issue

I am a user of a Family plan, and got a 60€ gift card to pay for the service. When the renovation date arrived, the plan automatically changed from Family plan to Individual. This was without warning of any type. This is not what as I need a family plan, not an individual one. I expected the 60€ to be loaded on my account as a wallet of sorts.

I have read this thread from 2015


but I see that the proposed solution is no longer valid, as the page does not let me upgrade from individual to family.
What can I do here?
thank you for your help with this.

1 Reply

got a very quick answer from the customer service. I paste it here


We've checked backstage and located a Premium account linked to the email address you have used to contact us.

You can’t pay for Premium Family using a gift card, but we do have a workaround for you! As you have already subscribed to Premium (which is not Premium Family) using the gift card as payment.

Once you’re on Premium, upgrade to Premium Family. Your payment date will move forward for the price difference between the gift card and Premium Family. To get your members back on Premium, re-invite them to your new plan.

We hope this information helps. Should you have any other questions, please feel free to let us know. You know where to find us.



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