Issue adding member to my family account

[Brunoribeiro1]

I had a family account with my wife and i changed my credit card. 

I didn't received any notification to pay the monthly subscription so my account was canceled, i then created a new account with my new visa card, i then tried to add my wife again but it says she is unable to be added, just after 12 months. 

How can i overcome this issue, is it possible to validate with her user that the address of our family account is the same she had before. 

Thank you for the help

[Maxim]

Hey @Brunoribeiro1,

Thanks for reaching out.

She's getting the error message because users can only switch plans once every 12 months. 🙂 In your case, I would've strongly recommended using your existing account to subscribe to Premium Family again, instead of creating a brand new one, as she wouldn't have any issues rejoining the plan she was in.

Hope this clears things up!

[Brunoribeiro1]

Hello Maxim, 

That was what i did, we had a Premium family that was working just fine, the problem is that my credit card expired and i didn't received any notice from Spotify saying i missed the payment. 

When i saw it the account was canceled and i had to create a new one and now i can't add her again because of that error. 

thank you for the help. 

Bruno Ribeiro.

[Maxim]

Hey @Brunoribeiro1 ,

Thanks for getting back.

I understand what happened 🙂 

Accounts don't get canceled though, only the subscription associated with an account does. 🙂 So the account has reverted back to the free plan and you could log in and just upgrade to Premium Family again.

If you're having trouble finding your account, let me know. 

[Brunoribeiro1]

Hello Maxim, 

That was what i did, however now that i'm trying to add my wife again the system doesn't let me because it says that she already had a plan in less than 12 months, which was my plan that got canceled because of that card issue. 

Is there any email, or someone that could help me resolve this? 

thank you.  

[Maxim]

Hey @Brunoribeiro1 ,

Thanks for letting me know!

In this specific case, it's best to reach out to Support at https://www.spotify.com/about-us/contact/. They'll be able to take a closer look at the accounts! 🙂