Errant "Address and verification for Family plan" message

[zanlano]

Plan

Premium Family

Country

USA

Device

iPhone 12, Macbook Pro

Operating System

(iOS 10)

My Question or Issue

My wife lost access to the Spotify Premium Family plan.  The message states "

We weren’t able to confirm the address for your plan, so we’ve moved your account to the free version of Spotify. You won’t be able to rejoin the plan you were on." But she hasn't changed addresses at all.  She just got this email today and can no longer access Spotify.  Her address hasn't changed and now it says she can't join premium again for 12 months.  The "Learn More" article (https://support.spotify.com/us/article/family-address-verification/) is of no help.  What's going on?  We need access again.

[Joan]

Hi there @zanlano,

Thanks for reaching out. It's possible that because the Family re-verification wasn't completed properly, your wife's account was removed from the plan and blocked for being invited again. Tell her to reach out to our support team and they will gladly look into this. When doing so, make sure to have all payment info on hand, as those will be necessary for search and verification.

Hope this helps.

[zanlano]

Reaching out to support worked.  Thanks!