Family member removed after moving country

[ds23pallas]

Plan 

Premium Family

Country: Germany (formerly UK)

My Question or Issue

I've had a premium family subscription for a number of years. I recently moved from the UK to Germany. When I moved I had to update my payment means which meant changing my country to Germany.

When I changed my country, my wife was removed from my account by Spotify since it detected we had different countries. She has since updated her country and I've invited her, but she can't accept the invite, she is told we have different addresses.

I only pay for family for my wife to use it - how can she be re-added?

[Bittencourt · Accepted solution]

Hi @ds23pallas, thanks for writing.

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 The data might be incorrect, incomplete or outdated, hence the removal of some users.

In your case it's probably an outdated data issue. 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. One is filling out the online contact form.

Another great way is to reach Spotify via Twitter - just send them a Direct Message @SpotifyCares.

You can also use the 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!

[ds23pallas]

Thanks - Spotify fixed it for me 🙂