Family member didn't verify within 7 days, now locked out [SOLVED]

[spanzel]

Plan: Premium for Family

Country: Netherlands

My wife and I both missed the address verification mail mail and now she got notified that she's been kicked off the family plan.

When trying to add her again, we get the "can't be added for the next 12 months" message. I found the missed notification mail and nowhere does it state such harsh penalties for not complying. Also, if being locked out for an entire year is the penalty, you'd think there'd be a warning mail in advance saying "your family members still haven't confirmed their address."

We're both using this Family plan since 2016 and were quite happy with the service, but this crackdown is insane.

It would be greatly appreciated if this extremely aggravating issue can be fixed somehow.

[SOLUTION UPDATE, thanks to cmjd!]
For future reference for anyone who is in the same boat:
Google 'chat help spotify' and it should be the top result.
Answer some bot questions about your troubles; I answered in order (this was in Dutch so the exact phrases may differ)
'help with my account' -> 'various/other' -> you will then be connected to an operator and were able to fix this almost instantly.

Good luck!

[ekrrrem]

I have the same issue. I would appreciate a way to re-verify. Waiting 12 months is not acceptable.

[therealrusse]

Same here

[Lesstalk]

Same problem. Zero indication made to the primary account holder. Process was flawed. 

[mastert76]

Unacceptable for service that costs more than 200 euros a year. Son got kicked out. Please allow a grace period to re-verify/re-add the family member. 

[the_gray_raven]

I have the same issue and agree with the others here that this is unacceptable to have path back to joining the family plan outside of waiting 12 months.

[uga6]

same issue here

[cmjd · Accepted solution]

We had a similar issue - it took me a long time to find it, but I found a chat feature in the spotify support and explained and then they changed something in our account and then told me to try joining the plan again and it worked. So worth trying that if you haven't yet. 

[spanzel]

Thank you so much! I've searched the entire support page and couldn't find any way to form a complaint other than this community page. With your advice I gave it another go in finding the support chat, failed again and had to google it!

For future reference for anyone who is in the same boat:
Google 'chat help spotify' and it should be the top result.
Answer some bot questions about your troubles; I answered in order (this was in Dutch so the exact phrases may differ)
'help with my account' -> 'various/other' -> you will then be connected to an operator and were able to fix this almost instantly.

Good luck!

[ekrrrem]

Thanks everyone! i had a very friendly and nice customer service experience and i could verify my address. Back on premium again! 🙌

[#11]

Member didn't verify physical address in time. How can we fix this? Member cannot wait 12 months to re-instate

[Retroboro]

I have same issue, please advise how to fix this spotify support

[kirstyjasper]

2 of my family members have been kicked off my plan because you have the incorrect postcode for our address on your data base. For some reason you have changed the post code to match the new builds at the end of the road. This needs changing back as it’s not correct and now no one can verify the address because on my account I have the correct post code!!

this needs sorting asap please or I’ll be moving to Apple Music 

[vivianio]

I experienced the same problem! I was kicked out of my family member's spotify account, because the incorrect zip code was filled in automatically and the address did not match the family account owner's account.

I think excluding family members for 12 months of your account is a ridiculous measure.

Please reverse this measure

[isty]

I forgot to enter the address and now I can't rejoin

[isty]

I forgot to enter the address again on time and now I can't rejoin my family plan.
It says I have to wait for 12 months which is outrageous.
I've been a part of the family plan for years and now I cannot join.
Please fix this.

[lacanderson]

Hello,

We are having the same issue this morning, and pardon my French but this is bullsh*t. What a terrible system. We pay for a family plan, and because my wife's address was our old address you removed her from our account and now she cannot join for a year.

From our part this needs to be fixed or we simply cancel and switch to Apple music.

Craig

[aizon]

Same problem here, outrageous.

[PRZYLUDZKINET]

Same here, I was on holiday and can't rejoin Premium Family, because I missed this in my mailbox.

[NMendes]

I'm having the same issue. Is there any solution from Spotify?