Premium for Family reregistration error

[piconova]

Hi, I am currently a Premium Family user for about 2 years. I am the "leader" of this family and I invited my brother and sister to join me. However, thing is I used Premum for Family before I reregistered today (because for context: my brother was suddenly "kicked out" from the Family although we did nothing. I cancelled the plan days ago and I reregistered just today, hoping that something will work) but I forgot the address. And it is said that you cannot view or change your address once you fill it in, but the thing is, I forgot the formatting of the address I inserted years ago.

My sister successfully inserted the correct address (which I believe was also the one I inserted when I subscribed to Premium for the first time) and she easily got access to Premium. But for my brother, even though I inserted the exact details on the invitation window he got, it did not work for him even though there weren't any typos or anything.

So what should I do? Does this mean that I have to cancel my plan and let another person in the house be the "leader" or is there a way to fix this? Any help is much appreciated. Thank you.

[Bittencourt]

Hi @piconova, thanks for writing.

Sometimes the information once given to Spotify (regarding the users’ addresses) don’t match the ones they have. The data might be incorrect, incomplete or outdated, hence the removal of some users.

In this case I suggest you get in touch with the Spotify Cares staff - They'll be happy to help you further with this and solve the issue for your brother.

There are a few ways to contact them.

Another great way is to reach Spotify via Facebook support. Shoot them a message here: Spotify Cares.

When you message them, inform all the e-mail addresses on the plan.

Let me know if this helps!