You need to live at the same address

[miksles10]

Hello, my brother got kicked off the family plan, and an error message says, "It looks like you’re trying to join a family plan from a different country. Family plans are only available for family members who live together. Try again when you’re at the same address."

However, my brother is living under the same roof as me. I’ve checked for any verification emails in spam or elsewhere, but he receives a message stating he’s in another country when he’s not. Can someone help us resolve this so he can rejoin the plan?

[lucifer5489]

Did this happened today?

[Billing21]

same issue here except the entire family got kicked off

[mnorouzi]

Same issue here, The support doesn't give any answers and closes the chat

[mnorouzi]

Hi, I’m in Nigeria and trying to join my family’s plan, but I keep encountering an error. I’m not using any VPN, and other family members have successfully joined without any issues. The error message I’m seeing is:

It looks like you’re trying to join a Family plan from a different country. Family plans are only available for family members that live together. Try again when you’re at the same address.

Clearly, this is a bug in Spotify. Many people seem to be experiencing the same issue, but there’s no response from support. I feel like I’m being ignored, as the advisers just close the conversation without providing any solutions. I’ve done nothing wrong and only want to legally join my family plan. Can someone from the technical team please look into this and address it? It’s really frustrating, and it’s affecting many users.

[Vasil]

Hey folks,

There's a few things you can try here:
 

I'd recommend you first check if your country settings match. 
You can then update the address by using a Google Plus code. More info on how it works here.
Tip: It's best to not use any VPN services when trying to verify your address.

Hope this helps!

[Kaweeshan]

Been experiencing the same issue - it kicked all my family members out of the subscription too

[cevans5]

Vasil, this isn't helping. I'm having the same issue and spent 3 hours trying to fix this with customer support. We really need to get better support from Spotify on this issue. Can you please communicate internally at Spotify how disruptive this is? I have playlists for my 2 year old. I woke up to the removal email this morning and couldn't play my child's music in the car as I can't get to my old playlists. Spending $18/month for years and years and then getting the boot and being forced to listen to KFC ads. This is really the best support Spotify can offer??

[Meinnean]

I'm having the same problem. Nobody's helping me. They keep saying the same things over and over. There is a serious problem in Spotify and no one is aware of it except users.

[Lauravferrers]

I have been trying to add my mother and it says that she is in a different address even though we are in the same apartment. Chatted with their support and it still doesnt work

[melissaroyall]

My son is having this issue trying to join our Duo plan, which he was previously already in. I'm unclear why he was dropped - there was no notice of it. I can confirm we are both literally in the same house, on the same network, and I checked both of our account profiles - both are set to Canada. I was able to use the address lookup on both accounts, but when I try to save on my son's account so he can join the plan, it states he is in another country, which isn't the case. What can be done to remedy this issue?

[#12]

Both the accounts. My account and the plan manager account are in the same country , why is it saying like that I don’t know why, please help

[cevans5]

Wish we could actually get some support from a Spotify employee on this issue. It’s impacting a lot of people including myself and there’s no way to fix it. I spent 3 hours with their chat bot and nobody would escalate my issue or help. 

[cevans5]

I have tried this and every other suggested trick and nothing is working. Can you please escalate this at Spotify and give us a means to resolve this issue. Why does Spotify think I’m outside of Canada when I am physically sitting next to my husband at home under our roof, with no VPN on. They wouldn’t even tell me where Spotify thinks I am. We just got back from Europe a week ago, so I wanted to know if Spotify thinks I’m in Europe? Or because I have a US phone number does Spotify think I’m in the US? My personal attributes seem to have failed a line of code and now I’ve lost my entire set of playlists with no means to fix the issue. I sat on the chat line for 3 hours with 8 agents including a supervisor who instantly disconnected my chat every time. Why can’t I actually get real help for this problem? 

[312ipj4eqz5um6ziyem4]

this is sick spotify is cheating us and our money. We paid for spotify family and now my children or wife cannot join so what is the use of family plan .Sick people and then i wasted 2 hours talking to support and they said that they do not have information such a loser this support guys are i am attaching it here so that people can see .

[312ipj4eqz5um6ziyem4]

dude if you get any support then please update us here i have no hope from spotify they are cheaters who take money and do not provide the subscription as promised.

[DMetope]

Hello, I have an issue and cannot join my Family account - as it says 'You need to live at the same address'. 

I went through all the info that were provided in this thread but nothing helps. 

I made the following things: 

- made sure that the region of the family plan owner and me is the same (we live in the same country) 

- the address that I input is the same as the family plan owner (we live in the same address, and it is inputed correctly) 

- I do not have a credit card connected to my profile, therefore this should not impact at all the country/address selection. 

Can you please confirm what I need to do in order to fix this issue and be able to join my family plan? 

Thanks! 

[Ayoubel]

whenever i try to link my account to my girlfriend's i get the error that im trying to join Duo from a different country

[Alextan1987]

"Did anyone receive any feedback or resolution on this issue? I tried reaching out to support, and guess what? They abruptly ended the conversation. The first time, they replied, 'Alright! I suggest that she join a new plan within her household or start a different Premium subscription.' The second time, they said, 'I'm afraid this isn't something customer service can help with. Unless you have a technical or payment issue, I'll be ending this chat.'"

[Alextan1987]

Seem like almost time to terminate the services. Been contacting the support in the past 8 hours and every time they will reply some "general" statement, then end your conversation.