Can't join family plan

[KathMcClelland]

Plan

Premium

Country

South Africa

My Question or Issue

I have members on my family plan. Son changed his phone and forgotten login details (including username) . In the meantime he has a free account. I have followed all instructions and eventually removed him from my plan. If I try and add him again it wants to go to his free account. 

[Joan]

Hi @KathMcClelland,

Thanks for reaching out. It sounds like your son has two accounts and this is first and foremost causing confusion. Tell him to check out this article to clear that up. Once the primary account has been found, if he cannot remember the login details of it, then the steps in this article and this article can help him find them. 

Hope this helps.