Problem with multiple users - family premium

[SvennErik]

I have changed to the family premium subscription with three members registered. However, still only one user is allowed at the time.  

[roxaneP]

I have the same problem.... need help!!

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@SvennErik

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[Peter]

Hey @roxaneP and @SvennErik,

Welcome to the Community! We'll be glad to help you both out 🙂

If you're having trouble adding a member to your Family plan, could you make sure that:

• you have entered the correct email address
• the person you are trying to add already has a Spotify account. If not, then they will have to create one before being invited to your plan.

 < edit >

Hope that helps! Let us know if there's anything else we can do for you.

[Melody · Accepted solution]

Hey folks,

We're just checking in to see how you're getting on here.

If you have more than one member registered to Premium for Family, but you're unable to use it at the same time, it sounds like you're logging in on the same account.

With Premium for Family, you and up to 5 members of the same household can each enjoy their own Premium account. This means you'll need to make sure you're using your individual log in details, to ensure you can all get rocking.

If this doesn't help, and you're still having trouble just let us know.

Thanks!

[Shazza90]

Hi

My partner has spotify free on his phone i added him to the family plan that i have in place but his app doesnt show family and still plays ads

[Dian]

Hey @Shazza90,

Thanks for posting in the Community.

If your partner has been invited to the Family account successfully and he still doesn't get Premium features on his account, it most probably means, that the account he is using is not the account invited to the Family plan.

Could your partner double check the email address of the account he is using and compare it to the account you have invited? The email address of his account is visible in the app settings.

If they're indeed different, you can find out on this page how to add and remove members to the plan. 

Keep us posted,

Cheers!

[Andreason]

Hi,

I subscribed to family premium (the monthly fee has already been deducted), sent an invitation (link) to the family member, who confirmed the address and received an error message saying "A problem has occurred. Try again later." How can I invite him to make it work? I really need your help, because we often get an error message. Thanks.

[Yordan]

Hi @Andreason!

You can try sending them a new invite link and when they receive it, ask them to copy it and paste it in an incognito / private window instead. They can also try with a different browser or a different device, if possible.

It's also worth double-checking if they're logged in to their own account prior to opening the invite link.

Hope this helps. Let us know how it goes.

[Andreason]

Hi,

Unfortunately, it doesn't work at all. We tried everything: logged out, then back, incognito window, we really tried everything. (We are NOT using the same device.)

When inviting, I can only send him a link (link, messenger, or e-mail) - the error is the same for all of them. So specifically, I can't even invite his spotify profile, although I think that would be the point. His address is the same, which we were able to confirm for both of us. We tried everything, really everything, several times, in different browsers etc.

[Yordan]

Hey again @Andreason,

Thanks for trying out those steps.

Hmm, something else you can check is if they already have an ongoing subscription. In order to join a Family (or a Duo) plan, the account has to be either on Free or Premium Individual. In case they have a different subscription, (maybe they could have also signed up for a Family plan on their account), they'll have to cancel the subscription first.

You can also check if his country settings matches yours as it's necessary in order for him to join the plan.

Keep us posted on this. Take care!

[Andreason]

Hi Yordan,

Yes, the problem was that we canceled his premium package, but it didn't stop immediately - and we couldn't add it to my family package during those few transitional days.

But! The problem finally solved and we're happy now. 😄

Thanks for all the help!
Have a great day! 🙂

[AlejaR]

Hey @Andreason,

Thanks for your reply 🙂

We really appreciate you keeping us posted about this. We’re happy to know you could sort this out. 

We'll be here if anything else comes up.
 

Take care!

[kelvindp]

My wife and I live in the same house, and I am sitting on the couch beside her.  But when I try and take on the family member premium account, and enter exactly the same address, it tells me I am in a different country.  Tried multiple times.

[AlejaR]

Hey @kelvindp,

Thanks for your reply and for the info shared.

In this case, would you mind sending us a screenshot of the error your wife receives when trying to join the plan? 

Note: Be aware this is a public space, so please don't share any personal info on the screenshot you'll send us.
 

The error message "You Need to live at the same address" most likely is related to the country or region not matching in the accounts of users who want to share a plan. To check if that is the case, users can go to their Account pages on Account overview> Country or region to verify if they have the same country or region.

If the region or country doesn't match, it's possible to change it by following the steps in this article. The new country or region only shows up when you’re actually there.

Note: If the account was created with Facebook or Apple, it'd be necessary to change the country or region settings with those services.

Keep us in the loop!

[Lis1993-us]

Downloaded the app but there is no option of logging out and or signing in in use of the users name and password ….why is that? 

[Lyubka]

Hey @Lis1993-us,

Thank you for your reply in this thread.

At this point, we don’t have enough information on what you’re experiencing. Would you mind sending more details of the inconvenience you're having? Did you download the App from any of the sources listed on our website? It'd also be helpful if you share with us the make, model and OS of your device along with the Spotify version you're currently running. 

In addition, sending us a short video of what is happening exactly on your end would be great as this way we can take a closer look and advise you better how to fix your issue.

We'll be on the lookout.