My wife's iPhone can not join premium family

[31sjhdpzq63nor5zrhnn]

Plan

Premium Family

Country

Germany

Device

iPhone 12

My Question or Issue

I invited my wife by sending the link and she accepted. The address verrification was okay. She got the message, that she has "premium family" now. But she got ads while playing music. In the options the abo is called "gratis" = free.

What can we do?

[Maxim]

Hey @31sjhdpzq63nor5zrhnn,

Thanks for reaching out.

I recommend making sure your wife is logging into the Spotify app using the account she used to accept the Premium Family plan invite 🙂

You can also check if she has successfully accepted the invite:

1. Go to your account page.
2. Under Subscription, choose Manage members.

Let me know how it goes!

[31sjhdpzq63nor5zrhnn]

Thank you for your reply! At the configuration page used by her browser, she can see that she is member of my premium family, but in the app it stays at "free". She told me, that she has only this one account.

[Maxim · Accepted solution]

Hey @31sjhdpzq63nor5zrhnn,

Thanks for getting back.

Just to clarify, this page is showing her that she's a member of a Premium Family plan?

If so, she can go to this page and use the username that's shown there for logging into the Spotify app (she'll need to log out of the app first, though).

Let me know how it goes 🙂

[31sjhdpzq63nor5zrhnn]

Hello Maxim, my wife is working now. When she is back I try to send you some screenshots.

[Maxim]

Hey @31sjhdpzq63nor5zrhnn,

Alright 🙂 Just make sure that no personal info, such as usernames or email addresses are visible on the screenshots.

Thanks!

[31sjhdpzq63nor5zrhnn]

Hello Maxim,

I know that I am late. Sorry! 

In the attachmants you can see, that there is a different between the configuration page and the app.

My wife swears that she has only one account. What can be the failure?

Greatings from Germany!

Ingo

[Maxim · Accepted solution]

Hey @31sjhdpzq63nor5zrhnn,

Thanks for getting back and providing the screenshots 🙂

Please ask her to go to the page she is on in the third screenshot (https://spotify.com/account) and if it still says that she's a member of the Premium Family plan, have her click on "Profil bearbeiten".

Once she has clicked on that, she'll be able to see her account's username. Please compare it to the one shown in the Spotify app (first screenshot).

Let me know how it goes!

[31sjhdpzq63nor5zrhnn]

Hi Maxim,

it's true: She has 2 usernames. She logs on with facebook.

Now she logged off and on by using the other username. Now she got the premium family account but no playlist and not her profile items. But it's okey!

Thank you very much for helping us!!!

Ingo

[Maxim]

Hey again 🙂

I'm glad to hear you both were able to figure it out!

In case you're interested in transferring all the stuff from one account to another, you can check out this guide: https://community.spotify.com/t5/FAQs/New-account-transferring-playlists-liked-songs-and-followers/t....

I hope this helps.