My son can't log into his account on our family plan

[fmusr]

He just gets the error "Something went wrong" with no additional information which is useless. Please help us figure this out, because I'm paying extra for this family plan.

[fmusr]

Some additional info:  He is logging in with his Google account, and this worked successfully last week.

[osornios]

Hey @fmusr 

Each family member has to have a separate username and password, so the first step is to create a new account (if he hasn't already).

I suggest creating it with an email address (not the one used for Facebook, if possible), since he'll be able to get a Spotify username / password. Using Facebook will not let him do that.

He will now have a Free account, so the next step is for him to join your Family plan through your account (You're the one who pays, so you'll be the Family Admin).

Send the invite to the email he used to create his account.

Send by yourself the link generated through INVITE WITH LINK, instead of letting the system send the mail.

Let him accept the invite logged in with his own username in the app and in the website. He should make sure to type the address exactly as the Admin did when he created the Family Plan, and also be sure all Family members use the same Internet connection (Home network) regularly.

Hope it helps. 🙂

[fmusr]

Hi- 

Unfortunately none of that is helpful.  As I mentioned earlier in the thread, he already had an account that was working a few days ago and now is not.

[OscarDC · Accepted solution]

Hey @fmusr,

Thank you for keeping in contact.

Jumping in just to mention that if your son cannot log in to his account, the issue is possibly not related to your Premium plan, but to his account itself. So first, and just to confirm, is he able to log in to his account from any devices?

If not, as it's possible that the issue could be account-related and taking into account that we don't have access to users' accounts from the Community, we'd recommend contacting our Customer Support directly, so they can check his account and help him further.

Hope this helps. If anything else comes up, don't hesitate to ask.

[fmusr]

I got in touch with customer support, there was some back-end problem with his account that they fixed and now everything is working.  I suggested to them that a more useful error message than "Something went wrong" would be a good improvement!

[venkyhems]

Plan

Premium

Country

India

Device

Poco

Operating System

Android

My Question or Issue

Hi Folks, I purchased premium duo and I remember at that time I sent an invite link to my son to add him as member. Now he has changed phones and spotify on new phone is asking for login. He doesn't rmbr his creds. If I provided creds, it's taking to my login. I still can see his name as member & I am unable to reset his account. I can only remove him, which means he will loose his playlists. He is unable to login to his account. I don't remember what the credentials including email (if any) are of the member (not the main account in premium duo) and thus unable to login. I checked user name on old device and it was a very long alpha-numeric user name with combination of first name & last name. I am unable to request reset using that name. 

Kindly assist

Cheers

Venkat