Cant add family members afteer moving countrty

[MrGilps]

My family and I have just moved from UK to France.  In the UK we all had UK Spotify accounts.  We all moved to France so I've just set up a Family Premium account for us.  The address on the account was set as our French home.  My profile shows the account as France.

When I send out invites for the members to join they all get the same problem when entering the new address.  It only shows UK address and will not recognise the new French address.  I have logged in to each account via the web browser and each is set to UK and cannot be changed.  The drop down box only shows UK.

[Maxim]

Hey @MrGilps,

Thanks for reaching out.

If all of those accounts are currently on Premium, they won't be able to change their country setting through the dropdown menu.

In this case, theym first need to cancel their subscription and wait for it to end. Once it has ended, they'll be back on the Free plan and will be able to change their country setting following these steps.

If the accounts are aleady on Free, however, it could be a different issue causing this. Just let me know and I'll see what I can suggest 🙂

[MrGilps]

Hi

The accounts were all free accounts but members of a family premium account which has now been cancelled.  I have followed your instructions above and when I get in to a family members account account to change the country the only country on the dropdown box is United Kingdom.  There are no other options

[Maxim]

Hey @MrGilps,

Thanks for letting me know!

Okay, so it sounds like the accounts are currently all on the Free plan. Could you please post a screenshot of the dropdown menu? 🙂

[MrGilps]

attached

[Maxim]

Hey @MrGilps,

Thanks for the screenshots 🙂

Spotify's free plan can can be used abroad for up to 14 days (without changing the country setting), so there's a possibility that the new country will only show up after those 14 days have passed and the app isn't usable until the country setting gets updated.

If 14 days have already passed, could you please visit this page from a device you're experiencing the country setting issue on? Does it show France as the country or still the UK?

If the above linked page shows France as your country, it's best to reach out to Support here so that they can take a closer at the affected accounts.

Let me know how it goes 🙂

[MrGilps]

Hi

Country shows as France.  It's been a few weeks since we moved, certainly more than 14 days.  Thanks for your help.  I'll contact customer support.

[Maxim]

Hey @MrGilps,

Great, thanks for letting me know. Hopefully, Support will be able to help you 🙂