Family Premium | Member got downranked to Free

[MarcoPolo_]

Plan

Premium

Country

Device

Iphone 6s

Operating System

iOs 10

My Question or Issue

Hey Guys,

a friend of mine was downranked to Spotify Free.

She went Premium for about two years, before her Premium stopped working. The Owner of the Family Premium showed me, that she was still in the overwiew and with the status "active", but she was downranked for some reason.

We tried to log out and in again but without success. 

Is this problem known to somebody or could someone help us?

Best regards

Marco

[Bittencourt]

Hey @MarcoPolo_, thanks for writing!

Could you please try sending him another invite using a different browser or incognito mode? If that doesn't help, try using a different valid e-mail address.

If you're still having trouble, please send me a screenshot of what happens when your cousin tries to join your Premium for Family plan (make sure to hide sensitive info when posting to the community).

Let me know if it helps 🙂

[Fabienne98]

I got the same problem in our Spotify premium family.

For 1 month everything was working fine but suddenly, everyone was kicked out and when the owner send me an invitation again, it says "You are unable to join this Family plan." But why? The plan is the same, we have the same adress, plan is paid and I really don´t know what to do. Please help.

[Bittencourt]

Hey @Fabienne98 and @MarcoPolo_,

Sometimes the information once given to Spotify (regarding the users’ addresses) don’t match the ones they have. The data might be incorrect, incomplete or outdated, hence the removal of some users. 

If you've already tried what I suggested on my previous answer, I suggest you get in touch with the Spotify Cares staff - They'll be happy to help you further with this.

There are a few ways to contact them. 

Another great way is to reach Spotify via Facebook support. Shoot them a message here: Spotify Cares.

When you message them, inform all the e-mail addresses on the plan.

Let me know if this helps!