Message: Address not correct

[noemi10]

Plan

Family Premium

My Question or Issue

A family member cannot join my family plan, as she gets the message that the address does not correspond to the one in the plan. But she put the right / same address that I see in my account. 

[Bittencourt]

Hi @noemi10, thanks for reaching out!

Plan members can change plans once every 12 months.

With that in mind, my first suggestion is that you ask the member to try opening the link in an incognito/private window of their browser.

Also, make sure they have no VPN enabled in their device.

Let me know if it works!

[noemi10]

Hi, she did not change the plan in the last 12 month and couldn‘t join the plan neither with the private window of the browser. Does she need to be at the adress at the moment she tries to join? she is on holidays so not at the address currently. If not, whatelse could it be? She can find the adress but then there is the info message that it doesnt correspond with mine. 

[Yordan]

Hey, @noemi10,

Yeah, she needs to be present on the address in order to join the Family plan, so you can give it another try when she gets back home. Something else I'd recommend is making sure her account's country settings match yours.

Cheers 🤘