Announcements

Help Wizard

Step 1

NEXT STEP

Member in the same address cannot join to Premium-Family as the address is not matching

Member in the same address cannot join to Premium-Family as the address is not matching

Plan

Free/Premium

Country

 

Device

Honor

Operating System

Anroid

My Question or Issue

I am an owner of a Family-Premium and I have sent an invitation for my husband to join in Spotify - but he cannot join as "the address is not matching" even we are located in the same place, at our home address. What's the problem?

Reply
11 Replies

Hey @EP65,

Thanks for reaching out.

As a first step, we'd recommend checking the address in your account, copying it, and sending it to your husband to make sure it's being written in exactly the same way. If that doesn't help and the plan wasn't created recently, try re-entering the address in your Premium Family manager account.

We hope this helps. Keep us posted.

MihailYModerator
Help others find this answer and click "Accept as Solution".
If you appreciate an answer, maybe give it a Like.
Are you new to the Community? Take a moment to introduce yourself!

Hi,

I have already tried to copy and paste the exact same address without success. How can I solve the problem?

Best,

Andreas

I have the same issue. Family package address matching not working. Even change to a different address but no luck. guess a bug in the address verification code someone needs to have a look asap

Plan

Premium

Country

Slovakia

 

My Question or Issue

So the whole story: I needed to update my payment method and country bcs my card that was issued in UK expired. (I am from Slovakia) But I was not able to change country and pay for my current family plan!!!!! (first problem)

So I paid for individual and then changed to family. OFC all members got email "You've lost access to Premium.." That would be OK if setting up with my siblings would work as it should. BUT IT IS NOT!!!!

I set up address, the same as we had previously, Staré Grunty 53, Karlova Ves, Slovakia but when they enter it they have this message: (second problem)

 

BuHy_1-1678374111871.png

Okay, I told to myself, we do not live in same place anymore, so I can do it on their behalf. But when I tried it on my PC I got message below. (third problem)

 

BuHy_0-1678374027603.png

 

Like wth is this?!?! Address is entered perfectly the same.

Tell me, what I should do now? This is rly fckuped up.

 

Thanks.

Hey folks,

 

Thanks for your replies and for the info shared.

 

@1119733768, in this case, we'd suggest that the owner of the plan update the address they set by going to their account page> Premium Family. There, on Your Address, the owner can update the address. If it is still the same as the one already registered, they just need to enter it again and confirm.

 

If that doesn't do the trick, would you mind sending us a screenshot of the error your relative receives when they try to join your plan? This'll help us visualize better what might be happening on your side. 

 

Note: Be aware this is a public space, so please don't share any personal info on the screenshot you'll send us.

 

@JoooMC, thanks for the details you kindly sent us. You can also recommend your relative to try to join the plan from a different device from the one they've been using to see if they notice any difference.


If that doesn't do the trick, they can also try to join from an incognito window, making sure the address is the exact same as you added. The system takes into account periods, commas and spaces. So, give it a try and let us know how it goes. 
 

Keep us in the loop!

AlejaRModerator
Help others find this answer and click "Accept as Solution".
If you appreciate an answer, maybe give it a Like.

Hey @BuHy,

 

We moved your post here to keep the place tidy, hope you don't mind!
Please take a look at the replies from @AlejaR and @MihailY.

If the tips from there don't help you out, I'd suggest the following:
A plan member can use Google's plus code to find their exact coordinates.
Then, the plan manager can add these coordinates as the 
address for the plan and the member accounts can try joining again.

Tip: Make sure all country settings match and that no VPN is being used.

Let us know how it goes 🙂

VasilModerator
Help others find this answer and click "Accept as Solution".
If you appreciate an answer, maybe give it a Like.
Are you new to the Community? Take a moment to introduce yourself!

I think issue was that the change has not been propagated in your infrastructure. Now everything is ok but it took two days. In those two days no matter what I did i didn't worked.

Im having the same issue with the address not living at the same address. I have cut and paste exactly what is in main plan address. I have also re submitted address in main family member. Nothing works. It did work when inviting my wife. Any help much appreciated.

 

Hey there,

Thanks for reaching out! 

@robertharrison1981 - Just to confirm, have you tried the steps mentioned by @Vasil earlier in the thread?

If that doesn't do the trick, could you try accepting the invite using a different device to see if it makes any difference? Make sure the family member (who's trying to accept the invite) is signed in to their own Spotify account on the device they're accepting the invite on. You can also give it a shot using another internet connection, if possible.

 

Feel free to send us a screenshot of the exact error message that's shown, should the issue persist. Just make sure it doesn't include any personal info.

 

Keep us posted on how it goes!

MariaModerator
Help others find this answer and click "Accept as Solution".
If you appreciate an answer, maybe give it a "Like".
Are you new to the Community? Take a moment to introduce yourself!

Same issue again here and believe it is indeed a slow Spotify server propagation issue. Please advise

 

Hey @xfgfguif,

 

Thanks for your reply here.

 

In this case, would you mind letting us know the exact troubleshooting steps you've followed so far? That way we can avoid repeating any steps.

 

You can double-check the address you set when creating the plan to verify that every member you're inviting is putting the exact same one. To do it, go to your account page, and there, under subscription, select Manage your plan. From there, go to Manage your family accounts> Go. Under Your address, you can see the address set for the plan.

 

After that, your relatives can try joining by using a different device or an incognito window to see if they notice any difference, making sure they're using the correct address.

 

If none of the above doesn't do the trick, it'd be awesome if you could send us a screenshot of the error your relatives receive when they try to join your plan. This'll help us visualize better what might be happening on your side.

 

Note: Be aware this is a public space, so please don't share any personal info in the screenshot you'll send us.

 

Keep us in the loop!

AlejaRModerator
Help others find this answer and click "Accept as Solution".
If you appreciate an answer, maybe give it a Like.

Suggested posts