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Family plan say's I'm in a different country

Family plan say's I'm in a different country

Last week Spotify removed me from my family plan saying " We believe that you’ve been using this plan from a country other than the country where the plan owner purchased the subscription", which is obviously not true. When i try to join again they say again that i need to be in the same country, which i am. When i try to talk to support about this issue they say i should have received an email about why i was removed from the plan and just close the chat abruptly... can someone please help?
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34 Replies

@Joan my issue was folded in to this thread and there is no help from Spotify on this issue impacting many people. Can someone from Spotify help everyone impacted by this technical issue.

There are a bunch of people impacted and no reply or help from Spotify on this. something is very wrong with their code, I think someone pushed an update that didn't make sense and ended up booting a bunch of people including you and me. I spent 8 hours with their chat bots and got absolutely nowhere

Hi, did you manage to solve it? My location services say I am in the right place so it must be a problem on their side, but they are refusing to do anything about it.
Cheers
John

Hello, same here : my son can't join my family plan. He gets an error message that he is trying to connect from a different country. Since I relocated to France, I updated properly my account address, I believe (but apart from the country, there is no way for me to check the address Spotify recorded). My wife and other sons can join without any issue. Only one of us can't join.

 

These people are total fraudsters. My story is the same as many of you...same household, abroad, family plan doesn't work, etc etc etc.

Here is the wonderful 'help' I received. Talk about useless.

 

Screenshot 2024-10-02 at 17.24.29.png

I'm having the same problem and every time i contact support via the chat they just close the chat abruptly. Has anyone found a solve?

I have a Spotify Premium subscription and I have had it for several years without issues. I pay monthly for it via Paypal linked to my credit card.

 

I got an e-mail saying that the country where I paid for it may be wrong and that they will cancel my subscription unless I update my payment method to one that's valid at the place where I am paying the music.

 

The thing is that I travel A LOT for work to different countries and up to three months at a time. I do not have a credit card or any payment method from the countries where I stay.

 

What should I do? How can I keep my subscription while I travel abroad so often for such long periods of time?

 

I had the exact same experience and wasted hours on customer support without any help.

After reading through other topics in the community I found one solution: change something in your profile, like your email. You can then change it back to the original value. This will force Spotify to update your country automatically and then I was able to gey my partner to join the Premium Family plan.

It would have been way better for Spotify to have answered that here but that's a good reason to consider moving to a music provider that actually cares about customers.

Same for me . I travel lot and i have  spotify in my homecountry.If it is not solved probably cancel my plan and delete account. Thanks to super genious implement this feauture

You could try with a vpn ?
Not very convenient but it could work...

I even tried with the real person customer service saying that they have a breach to their terms since they cannot just canceled the subscription within the paid service and they simply replied that there’s nothing more they could do and left the conversation.

I just had this exact same problem. I renewed the plan on September 26th and was canceled earlier this week. Then I tried yesterday and was canceled this morning abruptly by them. For the record, I'm traveling abroad right now but I have a payment method from my country. Wasted hours in customer service having the same answer and then they close the chat. If I can't renew/get one at the moment is not my main concern, but will I get a refund for this? They canceled it and lost all the service.

I've paid for the Duo plan but my partner still can't join. We've tried everything. My address is in fact listed, he types the same address, and it says address doesn't match. Should I just deactivate the plan assuming this cannot be fixed?

 

Yes! Spotify please fix this. I am facing the same issue. My son is studying abroad and he cannot use the family plan. This is the most absurd thing I've come across. And even if he changes the country, does this mean every time he comes home for the holidays he will have to create another account as he won't be able to use the current one? Come on, this needs to change. Provide a family code or such rather than an address! Every other subscription, even Netflix works for families living in another country.

We also are experiencing this problem. My husband holds the master account for our Family spotify and we have been on it for years. The system recently asked me what address I live at to revalidate but the way I wrote it was different to the way my husband wrote it (any human would have been able to see I was talking about the same address, but the addresses in Dubai are not always written the same) but it kicked me out. And now the rules are that I cannot rejoin the family for 12mths. Even though we both live in the same house and sleep in the same bed.!!!!!  Apparently I need to pay for my own, which is a complete rip off because I live in the same house with my family. Gahh. 

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