Member of the family not allowed to login

[anna198]

• Good morning,

I've been paying for a family premium account for years. We all live at the same address.

Suddenly, this morning, my sister was excluded. She's received a mail informing her that the account owner (me) has not confirmed the address. The address is always the same. I've never received any mail or any notification from the app, asking me to confirm my address. So, I've tried to invite her again but she won't be allowed to be a part of my family membership for the next 12 months. How can we solve this issue?

Plan

Premium

Country

Italy

[rolandstadler_]

Same issue here

[Kuwido]

Same issue

[sevenwaw]

Same issue...

[sevenwaw]

Please help!

[Need_Help7]

Same issue. I received a letter on Nov 19 "Your plan manager hasn’t confirmed the address for your plan, so we’ve moved your account to the free version of Spotify".

The plan manager then sent another invite. After accepting the invite it says: "You can’t join this plan. We couldn’t confirm that you live with the plan manager for this Premium plan. You can join someone else’s plan again in 12 months".

Doesn't even give an opportunity to confirm the address.

[sevenwaw]

Same. That is so ridiculous, that can not be true 😞 Should my family members create new accounts to join my plan now? They should be able to do that with the existing ones...

[Kendl13]

My daughter was kicked off my plan as well.

[Lyubka]

Hey there folks,

Thank you for reaching out here in the Community! 

Premium Family has the requirement that all members of the plan need to live at the same address as the plan's owner. With that being said, we may ask users to reverify their home address from time to time in order to confirm that they are still meeting the eligibility criteria. Nothing new is happening as our account eligibility has always been consistently monitored and enforced.

If you're having issues with reinviting a family member or rejoining the plan, feel free to reach out to our Customer Support team through one of the channels here. They should be able to check what's going on and help you out further.

Hope this clarify things. If you need anything else, the Community is here for you.

[Need_Help7]

Hi Lyubka!

Thank you for the answer. Unfortunately it does not solve the problem.

• How is the plan's owner contacted to confirm the address? Multiple users report that the plan's owner was not contacted in any way.
• After being excluded from the plan, why can't I then join the same family plan again?
• Why am I given the explanation that "We couldn’t confirm that you live with the plan manager for this Premium plan." when there is no way for me to even give my address?
  • What if a family moves to a new address?

Users are being forced out of family plans for seemingly no reasons. So to get back into the family plan I either have to wait 12 months or make a new account (and loose all my playlists etc)? Seems like an oversight by the company is causing unwarranted punishment.

[rnf90eg53ekvqwppfpte]

This is happening to me right now. My sister has the premium membership and I am trying to join. I accept the invite, have Spotify for a few days and then get downgraded again and it’s super frustrating. We live in the same house. I don’t have multiple accounts. Please help 🙂 

[Crocodylia]

We already did that. Funny idea....

On sunday evening one of my familymembers tried to get in again. And it worked!!!

Until monday morning...

Than the same thing again.

THERE IS NO WAY FOR A FAMILYMEMBER TO CONFIRM THE ADRESS WHEN HE HAS THE SCREEN "YOU CAN CHANGE YOUR PLAN IN ONE YEAR"!!!

IM PAYING FOR A PLAN THAT CANT BE JUSED. CAN SOMEBODY WITH KNOLEGE PLEASE HELP!!!!

[sevenwaw]

Sounds like this is a major issue. Is it registered anywhere? Any plans for fixing it?

[Need_Help7]

Write directly to Customer Support. They need to change something on your account (remove the 12 month ban or something). We finally got it working with our Family Plan.

[asmogan]

I'm having the same issue, apparently spotify was sending out emails to my family members to confirm the adress, which landed in the spam folder so nobody reacted. This resulted in a removal from the family account.
I received the message today & wanted to re-invite them, but the same error message appears. 

They are blocked for 12 months because of 1 missed email ???? 
We've been using this account for prolly 5 years or smth, whats going on ? wth 
I'll cancel the subcription if this is not getting resolved, thats just ridiculous...

Why should I pay for a family service, which my family cant even use ?!

[Keeeely]

I received an email from Spotify to say that one of the members on our subscription needs to verify their email address. I sent this round to the family and everyone said it wasn’t them. Now my step Dad has been removed from the account and can’t log back in with his details (has since realised he did have an email from Spotify) as it says something about our address? How can I add him back to the plan? Is he not able to use his old details? 
Thanks 

[Jesvin8]

I'm also facing a similar problem.today I logged out form my account but couldn't login again it's premium family account 

[Joan]

Hi @Jesvin8,

Thanks for the reply.

If your issue is that you've lost access to your account, then make sure you use the correct login details to access it. See this article on how to find the correct info.

Hope this helps.