"You need to live at the same address."

[annepajon]

Hi there,

I am having the same issue here. My credit card is from a bank in France, and I live in Portugal; my credit card address is set to Portugal, but I still cannot change the country. How is this?

Why are you using the country where the card is issued? And not the address associated with it?

I bought a family premium membership, and nobody in my family can join due to these verification steps. I suppose because my account is set to France and my address to Portugal, nobody in my family who has an account set to Portugal can join. Is that right?

Please let me change my account to Portugal then, without having a bank card from a Portuguese bank! I move between countries often and do not open bank accounts every time I move.

How are we going to solve this issue? I cannot believe that I am the only one in this situation. Thanks in advance for your help.

Kind regards,

Anne.

[Maxim]

Hey @annepajon,

Thanks for reaching out.

Your family members are currently unable to join your Premium Family plan because their account's country setting doesn't match yours.

If you'd like to change your country setting to Portugal, you'll need to change your payment method to one that's been issued there 🙂 Once that's done, your country setting will update on your next payment date.

I hope this clears things up!

[annepajon]

Hi @Maxim,

Many thanks for your answer, but this is not possible. You have to do the work at Spotify to make this happen. Change my country, as the address on my credit card said! Verify this with the bank, as other providers do.

I do not have a credit card from a Portuguese bank, and I will probably never get one. I live in Europe and work online; I don't need a credit card for every country I live in.

I simply just want to listen to music and share the premium package with my family. Is it too much to ask?

Please help me sort this issue—many thanks.

Best,

Anne.

[Maxim]

Hey @annepajon,

Thanks for getting back.

Unfortunately, you'll need a payment method that's been issued in Portugal if you would like to update your country setting to on your account to Portgual.

In some countries/regions, there are several different payment options available, and you can check what's currently available when you try to update your payment method.

Let me know if there's anything else I can help with. 🙂

[annepajon]

Hi @Maxim,

I don't want to change anything on my side, you are the service provider, and you need to change your setup or get an admin with elevated rights to change this on my behalf.

I can provide a bank statement if needed to be. But I cannot use any other payment methods, I've tried them all, and nothing works to change from France to Portugal.

What is also wrong is the fact that my account is set to France and my address set to Portugal, and here, there seems to be no issue. So why my family members cannot join? Am I missing something?

Please find a solution that is not to get a payment card from Portugal to get my family access to premium. Many thanks.

Best,

Anne.

[Eni]

Hey @annepajon, 

Thanks for your reply.

We're afraid we can't make those changes internally for you as that information needs to be updated from the user's side. We understand your frustration, but in this case you'd need to follow the steps @Maxim sent above to be able to change the country on your account. 

Since all members' account need to be registered in the country of residence where the plan is going to be used, that's why the plan's owner also needs to change the country of the account so the other members can join. You can read more about the Premium Family plan here. 

Hope this clears things up. If you need a hand with anything else, just let us know.