I chaged country with my family but now my family members are blocked

[mcbalosso]

Hi,

I moved country from CZ to Italy. I chenged my payment details to italian ones but the account is still signed as "CZ" until next payment (it is written in your website).

Now, my family memeber received a mail saying that we dont have the same address and that she needs to correct in 7 days otherwise you will stop it.

we tried to do it but the website said" not possible to change country as it is in a family membership, ask the administrator". we connect again with mine but i couldnt, so we stopped her memebership, changed to italy her address and send again the invitation for the family memebership. In this way, we completed your request...but SURPRISE.. now the website is saying that she cannot be added to the group as she is not in the same country!!!!! **bleep**?????

I am paying the membership and i demand that you fix this mess. we moved together to Italy so, changed both of our account to italy and stop to waste our time.

her account is : s******@hotmail.com

Thank you

[osornios]

Hey @mcbalosso

Most of those problems come from a difference between the country shown through your IP address (Italy), and the one in your profile (CZ).

In this case, it's better to delete your payment info before changing countries.

What I'm suggesting you to do is this:

1. Go to your Subscription page.

2. Click UPDATE under Payment Info. If it shows below 'Would you like to cancel your subscription?' click there and cancel.

3. Check the box to 'Remove', and click 'Change' button,

Note: If you have your Premium active you won't be able to remove your payment info. That's why it's important to cancel before removing your payment info.

After you've removed your payment info, change your country in profile to Italy, and resubscribe to Family Premium with the new italian card info to ensure that your offline music won't be deleted and that your subscription will renew correctly when it's time.

That way, your payment card country will match your country in profile, and the country of your IP address.

Once done, your family members with italian addresses will be able to join.

Hope it helps. 🙂

[mcbalosso]

Hello, this did not work. It is still not working for all the members of my
family.
please, help me otherwise I will need to cancel my membership and pass to
itunes. thank you.

[osornios]

@mcbalosso

You should fill out the contact form, and someone from Spotify will be happy to help you within 24 hrs. Don't forget to check your spam folder for responses as they may end up there.

If you get an automated email directing you to the community or help pages, you need to reply directly to that email (even if its from no-reply) and one of the customer services agents will get back to you.