Joining family plan failing. Saying you're in the wrong country

[#1]

Trying to add someone to my Family plan and they are being locked for being in the wrong country while sitting beside me.
"You need to live at the same address
It looks like you’re trying to join Premium Family from a different country. Premium Family is only available for family members that live together. Try again when you’re at the same address."

[#2]

Hey @Crycarol, 

Thanks for your reply. 

Just to confirm, are you the Premium Family plan's owner? If so, we suggest that you and the other user you want to add to the plan head to your Account page (each one of you) to double-check which country your accounts are registered in (not the address). You can see this by clicking on Account > Edit profile. The info there has to match on both accounts for them to be able to accept the invite. Make sure you're not using any VPN services.

In addition to this, it's important to keep in mind that any accounts accepting the invite need to be on the free tier of the app.
Note that only one Duo/ Family plan change is allowed within a 12 month window.

Keep us posted on how it goes!

[#3]

Hi there @ML751,

Thanks for reaching out!

Could you ask the Family plan owner to double-check which address they registered the plan with? Keep in mind that all family members need to enter the exact same address when joining the plan.

Another option, if you've checked the address, is that the plan owner tries to update the registered address and then re-invite the family members. We recommend changing it when you're at home, since the address then should autocomplete. However, if it doesn't appear, simply enter the entire address > select Find. You can also select only your street name or building, just make sure to not use someone else's address.

Let us know how it goes!

[Nathollans1892]

Were the same! Any resolutions?

[itsmeannika]

Hi, unfortunately I have the same problem. We’ve double checked the account settings and both are located in germany. But I was kicked out from the family plan and cant get in because it says I am not in the same country. please help me with this. 

[itsmeannika]

does anyone help here?