Address and verification for Family plan - Failing to get any support from Spotify

[Stevenmontagnon]

Plan

Family Premium

Country

Canada

My Question or Issue

My 13 years old son didn't receive the verification email for address confirmation so  couldn't verify our physical address... He is now now block to use our Family plan..and can't join it for 12months ?...

I tried many times to get a way forward with the support that is unfortunately completely irresponsive to the matter and close the chat without option to contact anyone and honestly I feel in an infinite loop...

answer from the support => 
=> I'm afraid this isn't something customer service can help with. Unless you have a technical or payment issue, I'll be ending this chat. 

=> chat closed

tried 4 times... same answer... this is really annoying there is not one single option proposed by the support chat, or me to pay for another premium account... (which is ridiculous). Premium plan is 17$CAD per month and there is literally no option to get my account working for my 13 years old son !

Needless to say that he leaves under our roof (you can even verify our IP@ connection...that are the same ! )

Now what's left ? Cancelling the account cause the support isn't able to help and i can't use the benefit of the account ? 

@spotify please help... can't believe this infinite loop i m stuck in... and you have no one to speak to and help resolve such matter... 

[Maxim]

Hey @Stevenmontagnon,

Thanks for reaching out.

Since you’re having trouble with the Premium Family plan address verification, I’d recommend trying the following troubleshooting steps:

• Make sure you’re not using a VPN, as this can interfere with address verification.
• Try opening the link to verify the address in an incognito or private browsing window.
• Use a different device or network, if possible.
• Double-check that the address saved in the Family plan matches your current location. You can update it here.

If you’re having issues setting up an account for your child, please be sure to check the age requirements for account creation in your country, which you can find in Spotify’s End User Agreement.

Let me know how it goes 🙂

[Stevenmontagnon]

Hello Maxim, 
thanks for your insight I wish it would be simple... however it's still not working. Both address are the same (and have always been) 

Getting the same message over and over and support is unable to help fix it...

still stuck 😞 

[Maxim]

Hey @Stevenmontagnon,

Thanks for getting back. 🙂

If the previous troubleshooting steps didn’t work, I’d recommend having your son try joining a different Premium Family/Duo plan within the same household or exploring another type of subscription that might be a better fit.

[Stevenmontagnon]

I see it differently since the whole point of a family plan is to only pay once 😁 not to explore or subscribe to other plans... for my household 🙂 

The fact that this can't be supported by Spotify support team is a bit hard to understand... they can see the IP Address of our connection and have access to all our connectivity logs... so shouldn't be an issue for them to validate... 

They should be able to lift the 12 months block and allow my son to rejoin and validate the account... 

[chipshopman]

Just so you know, I had a similiar issue today with someone in my family being taken out and 'banned' for 12 months from the family plan. I spent a while on chat explaining the situation and the account was unblocked, I was able to re-invite and re-add the person in my family to the family plan. So, it is possible. Might be better off using the chat than the forum, perhaps.