Premium Family members can't switch to Duo

[trigu]

Plan

Family Premium

Country

CA

My Question or Issue

Recently we have changed address so we want to switch from Premium Family to multiple Duo subscriptions. I began this process by removing 2 of the members from the subscriptions.

For some reason I received the following email (even tho no changes was done on this specific account) for another member that was not yet removed from the subscription: One of your Premium Family members has been removed.

We couldn’t match xx's address to the one you provided. We’ve removed their account from your plan and moved them to the free version of Spotify.

When this member tried to switch to Duo, he got the following message: You can't join, try again in 12 months.

Did Spotify just cancelled the subscriptions of a member without notice and they can't reactivate their account?

I have been a paying member of Spotify for more than 10 years now and I'm shocked to see this situation. I do not want any of the plan members to loose any of my history or anything from their accounts.

What is the solution in this situation?

[Maxim]

Hey @trigu,

Thanks for coming to the Community. 

To get this sorted, I’d recommend reaching out to Support so they can take a closer look.

Also, just to put your mind at ease—if you’re switching subscriptions, none of the members will lose their accounts or content. All their playlists, saved music, etc. are tied to their accounts, not the subscription itself, so they can still access everything, even on a Free account.

Hope this helps! 🙂