Cannot invite my duo partner

[#1]

I was gonna invite my partner who lives with me to duo plan but it says seems like we are not living together

[MihailY]

Hey,

Thanks for reaching out.

If you're having issues accepting the invite, please make sure that you're entering the exact same address as the one registered in the Duo Manager account page and that the countries registered in your accounts match.

If you're still having issues, simply get back to us in this thread and we'll investigate further.

[128783068]

I am having the exact same issue. We are entering the same address and from the same country. I think it's because our address is outside the US so the format is different (we live in Lebanon). Hoping this gets resolved soon as I've now been overcharged several months for a Duo plan we can't even get set up properly! 

[Joan]

Hi there @128783068,

If you live in Lebanon but the country on your account is US, then that's why it doesn't work. The countries on both accounts and of the address given need to match in order for Duo or Family to work. If you are the plan manager and your account is on US, then that's because you use a US payment method. Change to a Lebanese payment method and the country of your account will be updated on the next billing date. If the system doesn't let you change the method directly, then cancel the currect subscription, wait for your account to revert to free and then resubscribe with the Lebanese payment method. Once the country of your account has been updated, the member(s) can join.

Hope this clears things up.

[Bernowl]

Hi MihailY,

I'm having the same issue. Today, I changed my subscription from Premium to Premium Duo and tried inviting my partner. We both entered our address, but he can't join the plan (cf screenshots attached).

We are both living in Germany, currently travelling in Australia, and I'm paying with my French bank account. Might be confusing on the backend side 🤖

If the only address checked is the one provided by both of us as mentioned on the support page, it should not be an issue though.

I've seen Joan's answer to this thread, but is there a more practical fix?

Thank you for your help!

Have a great day ahead

[Dian]

Hey @Bernowl,

Thanks for the reply.

For the Family/Duo subscription to work and the invitation to be accepted successfully, all the countries involved should match - the one in the manager account and the account to be invited, the address of the manager account and the origin of the payment method.

Hope this clears things a bit,

Cheers!

[Bernowl]

Hey Dian,

I'll try changing my payment method to another card as advised.

However, that could be an improvement to only have the address matching for Duo. The fact that I'm paying with a French credit card doesn't mean I'm actually living in France.

Thanks anyways!! 

Have a lovely end to the week.