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.

[Joan]

Hi there @gigoh,

Thanks for reaching out. Has your account reverted to free yet? If not and your Duo plan is still active, you won't be able to join. Try accepting the invite again after your account is on free once more.

Hope this helps.

[lau1010-mx]

Hi, we have the same problem we can't get into the family premium plan , we are putting the same exact address were we live in and we get the message YOU NEED TO LIVE IN THE SAME ADDRESS , we also tried accepting the invite form other devices  same response. 

Please guide us through .

thank you.

[Eni]

Hey there @lau1010-mx, 

Thanks for getting in touch about this and welcome to the Community. 

First up, we suggest that you ask the plan's owner to check the country settings on their Account page. They can also double-check the address they registered there, so the other family members can enter the same one since this info needs to match on all accounts. 

If you're keep struggling to join, could you send us a screenshot of the error message you're getting? We'll take a closer look. You can attach it to your next response by using the Insert image option in the post editor. Make sure not to send any private info.

Let us know how it goes.

[Jonkerz18]

Hi Spotify. 

Am getting this same error message. Have done the same troubleshooting, have also confirmed that the country and address selected are the same. 

Could I be getting this error because my current plan hasn't expired?

Thanks. 

[Susan_GP]

Hi @Jonkerz18,

Thanks for posting in the Community and welcome.

This might happen if your current plan is associated with a partner company (e.g. your mobile or internet provider, Google). You can check the payment method you have here. If that's the case, you must cancel the subscription with them first, wait until your account is free and then you'll be able to accept the invite. 

If that's not the case, send over a screenshot of the exact error message you get.

We'll keep an eye out for your reply.