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Premium Family renew with a big issue

Premium Family renew with a big issue


My Question or Issue


Hi the community,


After my credit card has expired and a payment issue, I have renewed my premium account but I think that I did it with another member than the first time. Indeed, at first time, I used my own account to create the premium family account and to invite my family members and to pay. To renew, my husband did it with his own account.

Now everything works fine but my own account on mobile phones (iOS or Android, the same) which is asking me for updating the payment informations. If I do it, I am systematically redirected at the family page and all appears to be correct. Moreover, if I connect with my account on the computer, I have no issue.

Very strange behaviour. I don't know how to be able to use my account. Please could someone help me? 








Any mobile phone (2 tested)

Operating System

last iOS and Androïd

1 Reply

Hi there @Minoumiaou,


Thanks for the post.


After the failed payment when your card had expired, your main account might have been automatically locked by the system, as a form of fraud prevention.


It's best if you reach out directly to our customer support team through one of the channels here. Explain what has happened and they should be able to help 🙂



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