Daughter's account details can't be found

[killianormo]

Plan: Premium Family

Country: Ireland

Device: All devices

Operating System: Multiple OS

Hi there,

I have a Premium Family plan that includes my daughter's account - I can see it on the plan and have also checked through a playlist of hers, so it exists! The problem is I can't log into it for her on a device or desktop as it doesn't seem to be linked to her email address anymore. She only has one email address and I didn't link her account to my email!

After a number of differing attempts to sort this I thought I'd just create a new account with her email and add it to the family plan so I sent her the link to do so and went to create a Spotify account but now it tells me she's under the age requirements. However, she does have parental consent (as outlined in the Ts&Cs) but I have no option to indicate that on sign up.

How do I fix either of these problems? One will do 🙂

Thanks,

Killian

[Musiclover000]

Ok so the fist one some one could have hacked the account in that case that is out of my hands can you take a screen shot of the second issue pls know I may not reply right away thanks.

[Yordan]

Hey @killianormo,

Thanks for reaching out to the Community!

It'd be best if you get in touch with the folks over at Customer Support (if you haven't already) as they're the ones who have access to the necessary tools and will help you find the account in question in no time. It's possible that another, old email was used to create the account which caused this confusion, so be sure to check things with them.

The Community is always here if there's anything else you need assistance with.
 

Cheers!