Não consigo incluir um novo integrante na conta familiar

[cris_alferes]

Estou tentando adicionar um novo familiar na conta Premium Família, mas recebo a mensagem de erro "Nossos planos Família são para membros que moram na mesma casa". Porém em nenhum momento foi questionado o endereço - inclusive foi criada uma conta nova, pois meu sobrinho não tinha conta previamente.

Existe um local na conta free que foi criada nessa tentativa, para validar o endereço que moramos e cadastrar pelo link? Ou como resolver essa pendência?

[Vasil]

Hey @cris_alferes,

I hope you don't mind us replying in English 🙂
I think I know what might be going on here - on your nephew's account, double-check the selected country settings and make sure they match yours.
You can use this FAQ article to see where you can find your respective country settings from each account.

While making sure you're not using any VPN services and after ensuring that the country settings match - try re-sending the invite once more.
In case you encounter any further difficulties, do let us know.

We'll be on the lookout for your response.

[cris_alferes]

Hi Vasil, thanks! I appreciate your response, but it didn't resolve my problem!

In both accounts (myself and my nephew) are setted in "Brazil" - and our street address is a brazilian place, of course.

There are other options?

Thanks again.

[Joan]

Hi @cris_alferes,

Thanks for the reply.

Can you clarify when exactly the error happens? You said before the verification never happens, so does the error appear when you try to send the invite? Or when the member tries to open the link provided?

Consider trying both the sending and accepting of the invites on different devices and different networks if you haven't already.

Let us know how it goes.

[cris_alferes]

Hi Joan,

The error appears when the member tries to open the link provided.

Steps:

Open the link in web browser > Click button "Accept Invite" > Asks username/login > Confirm email > Screen that appears "Want to continue with this account?" > Click "Yes, Continue" > Message "Find another Premium Plan"... =/

I've already tried to send link in 5G network or wi-fi...from home and when was at work...using anonymous tab of chrome browser...Always the same error!

Thanks!

[Joan]

Hi @cris_alferes,

Thanks for the reply.

This type of message appears due to some automated restrictions related to the Family plan. This is something that cannot be overridden, so we recommend that the affected user joins a different Family plan or chooses another subscription. 

Hope this clears things up.

[cris_alferes]

Hi Joan,

You saying that affected user joins a different Family plan...but its a new user. He tryed also create another new account, with another email that he had, but also same problem.

And if the problem is with my account, does that mean I'm paying for 6 users but not using all of them?

Waiting for response...

[Yordan]

Hey, @cris_alferes,

The automatic protection that's preventing new members from joining your Family plan is something that can't be overridden at this time, I'm afraid. We don't have any further details regarding this, but you can find another Premium plan that's right for you here.

The Community is just a post away should you need assistance with anything else.

[cris_alferes]

Thanks for your explanation Yordan.

I'll be cancelling my premium plan right now.

See you.