Premium via family says “payment isn’t done” every single day although I’m not the one paying

[user-removed]

Plan family

Premium

Country

netherlands

Device

iphone 11 pro

Operating System

(iOS 10, Android Oreo, Windows 10,etc.)

My Question or Issue

Premium via family subscription says “payment isn’t done” every single day again and again although I’m not the one paying. My family member has to send a join request every day for me to have premium. They keep their premium just fine. It started after a payment failure on my account due to insufficient funds and switching to the other family member being the paid account. 

Tried every common solution. Hope someone can help

[Alex]

Hello @user-removed 

Thank you for reaching out about this in the Community!

You can reach out directly to our customer support team from one of the channels here. Explain what has happened and they should be able to help remove the error message you're seeing.

Cheers.

[user-removed]

Hello,

Thank you for replying.

when i try to contact the support desk i get a loading screen as if they
try to direct me to the for me useless help site.

These grey bars won’t disappear. It’s also the reason i reached out to the
community.

[Lyubka]

Hey @user-removed,

Thanks for getting back to us.

We'd recommend that you use another network and try contacting them again. As @Alex mentioned - our Customer Support team can take a closer look into the matter and help you with your request. 

As much as we'd like to assist you further - we can't make any account related actions here in the Community since we don't have access to the necessary tools to look into this.  

Hope this helps. Take care 🙂