family access revoked

[Johno13]

Plan

Premium

Country

Australia

Device

various androids

Operating System

My Question or Issue

My children have been kicked off my family account because they didn't verify their address within a 7 day period of having received an email. Now being told they cant rejoin for at least 12 months. i haven't changed address on my account. how can i get them back on there as that's the whole reason i have a family account, now they cant use it. Ridiculous rule.

[Eni]

Hey there @Johno13, 

Thanks for getting in touch about this here in the Community. 

Keep in mind that in order to be eligible for the Premium Family subscription, account holders must be family members residing at the same address. We may ask users to reverify their home address from time to time in order to confirm that they are still meeting the eligibility criteria.

In the case you mentioned, we suggest that you reach out to our Support team through any of these channels so they can take a closer look and further assist your with this.

Hope this helps. If you need a hand with anything else, the Community is here for you.