problem with family account

[nirvanaruns]

i'm part of a family account but i can't upgrade it to premium and it's the correct address but i don't know why is showing a error. The main account it's "cirraptor" and the error it's: No puedes unirte a este Plan Familiar Premium.
No pudimos confirmar que residas en la misma dirección que el titular de la cuenta. <-- it's in spanish (i'm from Chile) here's a screenshot: http://prntscr.com/e19lmy how can i fix it? is there any way to check the address of the "cirraptor" account? thanks a lot for any help.

[MonicaM_Bogota]

Hi, @nirvanaruns!

Welcome to the Spotify Community, we're glad to see you're part of the band.

Don't worry, our Accounts team can take a closer look at this. You can get in touch with them from any of our social media help sites: @SpotifyCares on Twitter and Spotify Cares on Facebook. Just send them a private message with your account's email address and username.

You can also use our Contact Form to get email support

Don't hesitate to drop us a message if you need us again.