Can't upgrade from premium to Family plan.

[LeonFeldman]

I now have a premium account.
I go to > https://www.spotify.com/us/family/ to try and upgrade to a family account.
I hit 'upgrade'
It redirects me to https://www.spotify.com/us/accounts/subscription/ where my credit card and account information are listed and there's
NO OPTION to upgrade to a family account/invite family members etc. (For where it takes you see uploaded pic.)

This goes totally against what the instructions here https://support.spotify.com/us/learn-more/guides/#!/article/spotify-family/?in=search says:

Sign up

1. Head to spotify.com/family.

2. Click UPGRADE.
!*******!

3. Click on the plan that includes the number of sub accounts you want (up to four).

4. Enter your Card number, Expiry Date, and Security Code.

5. Click START MY SPOTIFY PREMIUM.

Congratulations! Not only do you now have a Premium account, you are also the administrator of your Spotify Family plan, in charge of inviting/removing members to or from the plan.

Where I've written " !*******! " above is where the instructions are just WRONG. It doesn't give the option that it lists in number 3 above. Instead it takes you to https://www.spotify.com/us/accounts/subscription/ (For picture see upload)

SO FRUSTRATING. PLEASE HELP !!!!

[Liam]

Hi @LeonFeldman and welcome to the community 🙂

You won't be able to create a Spotify family subscription if you're already a premium subscriber - you'll have to cancel your existing subscription, and you may have to wait for it to end as well.

Sorry about that...

Liam

[LeonFeldman]

The thing is though, I didn't have a premium account to begin with!

I had a free one, wanted to to do the family thing, so went to: https://www.spotify.com/us/family/
When I clicked Upgrade to get it, it would only prompt me to upgrade to premium and gave me NO OPTION to get the family option...
In other words I followed the exact instructions listed in the photo attached, and was not even given an option to get the family account.

This is ridiculous! If I cancel my account and try to do the family thing again it will be the same story, will it not ?!

How can spotify justify this when I followed every step listed perfectly??

[Liam]

Can you see the page to allocate sub-accounts in your account page?

If so then use it, otherwise you may want to contact the customer services team using the Support Form - this is a strange one...

Liam

[LeonFeldman]

Attached is what I see when I clicked the link you provided.

I've looked around here can't find that option... where would I go to allocate sub accounts?

[Liam]

Hi again...

This is strange - your family subscription definitely hasn't applied or been used (although you know that, obviously).

Please could you try subscribing to family again using a different browser or a private window?

Liam

[LeonFeldman]

Ok just went to spotify.com/family in google chrome (before was using firefox) and WOOW.....

 it now says the family option is "coming soon"????? Check the screen shot.

[Liam]

What country are you in?

In Chrome it looks like you're visting the Canadian site (ca-en in the URL), in Firefox you were using the US site.

Spotify Family is not yet available in Canada.

Liam

[LeonFeldman]

I'm in the US, but from Canada

[Liam]

Is your Spotify account a US account or a Canadian account?

If it's canadian, you'll have to change it to US before you subscribe to Spotify family.

If it is a US account, go directly to https://spotify.com/us/family in Chrome and try again 🙂

Liam

[LeonFeldman]

I stuck this link into chrome https://www.spotify.com/us/family/ and it took me here (see screen shot) and then when I click upgrade it just did the exact same thing as it did initially with firefox, taking me to my account overview page... again no optiuon to do the family thing... 

[LeonFeldman]

I'm acually not sure if my account is canadaian or US... I started my free acount in Canada but just upgraded to premium today and I;m in the US, do you know how I check that?

[Liam]

And your country is set to the US in your profile?

EDIT: Go to https://spotify.com/account/profile and have a look at the country setting.

Liam

[LeonFeldman]

It says Canada, probably because my credit card is Canadian and I intitially started my free account there...

So since it is a Canadian account I guess there's no way for me to get a family plan?

[Liam · Accepted solution]

Not until it becomes available in Canada, or you change your account to US (you'll have to use a US payment method).

Liam

[LeonFeldman]

**bleep**. The family plan thing was kinda the only reason I get myself a premium account !!! If I cancel now will I still get charged ?

[Liam]

If you have a premium account, you have already been charged. You should contact the customer services team using the Support Form - they may be able to give you a refund.

Liam

[LeonFeldman]

Ok I think I'm going to have to buy my family members gift cards to make this work, BUT I have a question regarding gift cards... it says

"Spotify Premium codes can only be redeemed by recipients in the same country as the country you bought the e-card in."

You can also see this in the attached screen shot.

One of my siblings lives in Canada and one lives in Canada...

when it says "the same country you  bought the gift card in" does that mean..

A) what country your credit card is from,
B) where you physically are when you make the purchase
or
C) what site is used when making the purchase (eg. https://www.spotify.com/ca-en/get-spotify/e-card/  OR  https://www.spotify.com/us/get-spotify/e-card/)

[LeonFeldman]

The country selected needs to be the same as where your payment card or PayPal account is registered.

^^^^ K got it.

[auzzieboy]

Anyone in the UK had any joy upgrading a premium account to family?  I can see that the tech support for this company is pretty poor so not expecting an answer from Spotify.  They still haven't addressed the syncing problems with an ipod shuffle and to think there is so much poetential with the app if only they could support their customers.  I want to add my family to my premium account but can't work out how to do it other than trashing my existing account which has two years of music, followers, playlist etc.  Surely they couldn't be so disrespectful and expect customers to cancel accounts and start again.......