A person cant join to a Fam Plan. She appear like a member but doesn't work

[#1]

I have a familiar plan, my sister appears like a member but in her phone she has a free plan. I am the manager of the account and I tried to removed her, but it doesn't work. I selected remove and the page never finish the process.

[Alex]

Hi there,

Thanks for the post.

It's possible that her account has been automatically locked by our fraud prevention system and this is why it appears that she is not on the Premium plan on her device, but can't be removed from the family members list. 

She'd need to reach out to our customer support team through one of the channels here to get this sorted out, so she can enjoy her music.

Hope this helps 🙂