Unable to add third family member to family plan

[kmrtpaul]

Plan

Family

Country

UK

Device

Samsung A53

Operating System

Android

My Question or Issue

Recently upgraded my premium to family and sent invites to 3 family members who all live at same address as me.

First two family members accepted the invites, confirmed our address and it's added them just fine. (One was previously on a free account, the other was a member of a Duo account).  My account now shows both are under my family account.

Third family member, who has existing Duo account, gets past the address verification, but then we just get "There is a problem - try again" - and we have been unable to get past this.  She has tried exiting the app on her phone. I've tried re-sending the invite link to the same email address she uses for her Duo account and all to no avail.

Please can anyone assist/advise?

[Maxim · Accepted solution]

Hey @kmrtpaul,

Thanks for reaching out.

If she (the third family member) is currently the owner of a Premium Duo/Family plan, she won't be able to accept the invite until her current subscription has ended.

If she hasn't canceled it yet, she can do that by following these steps.

Let me know how it goes 🙂