Can't link family members to Family Premium "There was a problem" error message

[fadiandari]

Plan

Premium

Country

UK

Device

Lenovo laptop 2018

Operating System

Windows 10 

My Question or Issue

I've sent an invite to a family member and after they follow the link, accept the invite, log on to Spotify and enter their address (which is the exact same address as me), they get this error message:

"There was a problem. Please try again later"

My family member is in the same address as me, her account is registered in the same country. We've tried Edge and Firefox in private modes. Nothing works. We keep getting the same message again and again. I've paid Family Premium for two months for nothing and am very frustrated at this.

[Elena]

Hey @fadiandari!

Thanks for reaching out on the Community, sorry to hear you've had this issue for some time now.

It sounds like you've tried quite a bit of troubleshooting so far, but there a few steps left that we can try - could your family member try accepting their invite on a different device and using a different network? 

Also if either you or them is using a VPN, we'd recommend switching that off to finish the process. 

Your family member can also try logging out of their account page here and log back in when the invitation link asks them to in order to make sure everything is synced up.

If the issue persists, could you send us a screenshot of the error message, just make sure you cover any visible personal data.

Hope this helps. Keep us in the loop here.

[eayl_htwls68]

Same here....My mom invited me to the family premium account but the error annoys me big time.....I need immediate help please....

[Alex]

Hey @eayl_htwls68,

Thanks for the post.

Can you let us know when exactly you're receiving the error message and what troubleshooting have tried so far?

You can try accepting the invite on another device (Make sure that you're not logged in on any Spotify account initially, both on the app and the website).

Keep us posted.

[WildTimes]

Hi I have the same problem. Got an invite link from my family but received an error after entering the same address. Please see the attached screenshot.

[bru_denardi]

I’m having the same problem, and I’ve tried the mentioned solutions yet the problem persists. Very disappointed. In the attachment, the message displayed (in portuguese).

 

[Jeremy]

Hi there @bru_denardi,

Thank you for reaching out to the Community.

Can you let us know what troubleshooting you've done so far that's been provided in the thread so that we can help you in the best way.

We'll keep an eye out for your reply.

Take care!

[georgebroberts]

I have the same problem. I send the invitation  They click on it and the message appears "An unexpected error has occurred". See attached.

My son is using a Samsung Galaxy Tab A

Android version 10

[Alex]

Hey @georgebroberts,

Thanks for the post.

Make sure the countries of your accounts match.

If that's the case and he is still receiving this error message when opening the link, try using an private browser window or another device/ network.

Keep us posted on how you get on.

[armz123]

I have the same problem, I have tried logging out of all devices, accepting on multiple devices, incognito browser. When I enter the correct address it says "there was a problem"

[Jeremy]

Hi there @armz123,

Thank you for your post in this thread. You've done a great job with the troubleshooting so far!

Can you start with double-checking if you're the Premium Family plan owner or not? You can check that on your account page.

If someone else trying to take part of your Premium Family plan, can you confirm if they've been part of a different Family plan within the last 12 months?

We'll keep an eye out for your reply.

Take care!

[eclawson12]

My husband and I are having the same issue as above, with the same error message. We've each tried sending family plan invites to the other, on various devices and various browsers, and we've checked to make sure the address matches. The invites only ever give us the error message when we click on them. We were on a family plan last year but he got kicked out for some reason, and now we're being charged for individual accounts instead of the shared rate for a family plan.

[Dian]

Hey @eclawson12,

Thanks for posting in the Community.

This error message can also occur, when an owner of a Family Plan gets invited to a different Family plan. Meaning that it could be possible, that your husband and you have two separate Family subscriptions and are trying to invite the already existing subscription as a member account to your subscription. As this is just a theory for now, you and your husband can prove it by checking your account pages for the subscription type you have: https://www.spotify.com/account/overview/

If you confirm this is the case, one of you will have to cancel the Family subscription and wait for it to expire, before being able to join a different Family subscription.

Hope this helps,

Cheers!

[armz123]

I was the owner of another plan. I canceled that and I am now trying to join a family plan

[Jeremy]

Hi again @armz123,

Thank you for your reply and confirmation. I'm glad that you found the root of the problem.

You have to wait until your account reverts to our free version. Once it's on Free you should be able to join the other Family plan.

Let us know how it goes 🙂

Have a great Friday and start of your weekend!

[liranlo1]

Hi

I have transitioned my account from premium dou to family.

failing to add any family members with message "there was an error".

I tried several browsers and several devices.

[Eni]

Hey @liranlo1, 

Thanks for reaching out about this and welcome to the Community!

Just to confirm, have you followed these specific steps to invite the members? If so, could you let us know exactly when you're getting the error message you mentioned? Does it pop up when they try accepting the invite? 

On another note, it's worth trying with a different internet connection and using an incognito window as well. 

Keep us posted on how it goes.

[maykyyyk]

same here

[MihailY]

Hey @maykyyyk,

Thanks for reaching out.

Have you tried any of the troubleshooting steps mentioned in the previous replies? Please let us know the result and send over the info requested by @Eni.

Keep us posted.

[gigoh]

Hi, I've just cancelled my premium duo plan and have been facing the same issue of getting the "there was an error" page when trying to join a family plan. I've tried multiple browsers, incognito, wifis and devices. 

Are there any other ways to get around this?

Thanks.