family plan with child at University

[VictoriaLynn2]

Plan

Family

Country

 Canada

Device

Operating System

(iOS 10, Android Oreo, Windows 10,etc.)

My Question or Issue

My daughter went off to university in Toronto but still lives at home. Her residence there is temporary and here it is permanent. Though last year she was able to use our family acct. without problems, this year she is having difficulties. She cannot access the premium features even though she's listed in the account information. No notification or reason was given to us for why she's suddenly restricted. 

[Katerina]

Hey there @VictoriaLynn2,

Thanks for posting and welcome to the community!

Just to confirm, is her account still showing up here as a member of your plan? If so, let us know if she's seeing an error message regarding her Premium features. 

Keep in mind that all members of a Premium for Family plan must reside at the same physical address. If we’re unable to verify the members of a Premium for Family plan, they are removed from the plan.

If this happens, she can restore the Premium features by upgrading to a standalone Premium subscription. She can also check out our other trials and offers.

Let us know how it goes 🙂