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"Your addresses didn't match" - issues with users accepting invites to Duo/Family plans

Hi I need help 

 

my boyfriend got duo premium and I can’t join it 

we have the exact same address on Spotify I’ve checked 10 times, we have the same country of payment and when I put the address the message says that we are not at the same address... I’m getting really mad at this stuff 

please help 😞

[Star Edit - Removed Personal Information contained within screenshots]

7BD16DA7-A7F0-446C-A519-9D765CA39E36.png
Hi everyone,
 
We've passed this on to the right team and they're looking into this.
 
If you're experiencing this, we'd first recommend going through the following steps:
  • Make sure that both your and the managers accounts are set to the same country.
  • Try accepting the invite with an incognito browser.
  • Try with another device, if that's an option
  • Try using a different network.
If the steps above don't fix things, follow the steps mentioned in the post here to let us know.
 
Also, make sure to click on +VOTE and Subscribe to the thread to be notified of any developments. We'll keep you updated on any developments here, so make sure to also subscribe to this thread.
Comments
Visitor

Hi there. 

 

Got problems with inviting people to Duo plan. All the time we see "Something went wrong". Address is correct, incognito, different browsers, cache, restart, new account  - all failed. Both can't invite or accept. A there any manual solution to make it works? Or you just want us to pay separately for premium? 

 

Rising Star 18
Rising Star 18

Hi @Max139,

 

Thank you for reaching out to the Community. Would you mind checking out this similar topic on the Spotify Community? To see it please click here.

 

Hope this helps, let me know how it goes.

Visitor

Plan

Premium Duo

Country

Poland

Device

(PC)

Operating System

(Windows 10)

 

My Question or Issue

I've just bought the Premium Duo plan so I can share it with my brother.
When confirming the adress he gets an error saying "An error occured. Try again later."
So far we have tried:

  • opening the invite link in private/incognito mode
  • re-entering the adress and country
  • opening the link on another device

I shouldn't be paying for a service that's not working properly.

Rock Star 23
Rock Star 23

Hey @Kilb0, thanks for reaching out to the Community!

 

In order to be able to accept the invite, every member should have the same address and country. Your brother can check here if he has added the same country as you. He can follow these steps, if he needs to update it.

Then you can invite him again to the Premium Duo plan. After he has accepted the invite, he can enjoy the Premium features.
If he gets an error message, you can attach a screenshot and I’ll take a look.

Let me know how this goes!

Visitor

We've checked both country and adress and they both matched.

image.png
Rock Star 23
Rock Star 23

Hey @Kilb0,

 

Thanks for the screenshot. To confirm, the country that is on his account matches the country you’re in at the moment? Also, attach a screenshot of his account overview page if you can (make sure to hide private info when posting to the Community), and let me know your country of residence.

 

Keep me posted! 

Visitor

Yes, the country on our accounts matches. We both have it set to Poland.

Inked118157333_366488571402902_8876777174775157407_n_LI.jpg
Rock Star 23
Rock Star 23

Hey @Kilb0,

 

Last thing we could try is to log out everywhere and try a different connection. If that doesn't help, wait 24 hours and try again.

 

Let me know what happens!

Rising Star 18
Rising Star 18

Hey @Csillagok,

 

Thank you for reaching out to the Community. We'd love to help you with your Duo Subscription issue/problem. First of all, can I get a confirmation that your boyfriend has invited you to his Duo Plan? He needs to invite you first for you to be able to get Duo. Please let me know. Thanks!

 

Have a great weekend.

Visitor

That did not work. He got the same error as last time.

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