family subscription can't add family members

[Pirex1]

Write the same address, but the app doesn't work

[dthcab4qt]

DUDE. THIS IS THE ISSUE I'M HAVING! If you find a way to fix it, PLEASE let me know. It's driving me crazy. 

[enteng00]

Same as my issue and Customer service can't help, Even specialty team. Family protection for invite is such a stupid idea. 

[paulo526]

Plan

Premium

Country

France

Device

(PC, Samsung)

Operating System

(Android, Windows 10/11)

My Question or Issue
For several weeks now, I've been unable to add an account to my premium subscription even though I still have 2 places left.
I click on the link to join the membership and enter the address, then I get this error message saying:
     "Find another Premium membership that's right for you

      Our Family memberships are for members living in the same household.

      You can browse our Premium memberships and find the one that's right for you."

I've already tried creating a new account or trying with other accounts, but it doesn't make any difference

[Jrpacheco]

Same problema

Wich was the Solution?

[JANUSZPL]

Plan

Premium familly

Country

Poland

Device

Computer

Operating System

On my device windows, on other accounts apple devices and android or windows

My Question or Issue

I have a problem with my familly account. All of a suden 3 of 6 accounts on my plan didn't work. I deleted them from my plan and tried to invite them back. It worked for one account. But other 2 still don't have acces. When they try to join internet site is "discover our other plans". I don't know why it doesn't work. I saw them put in correct addres but it still doesn't work.

[Billy-J]

Hey @JANUSZPL, thanks for reaching out to the Community!

Can you send them another invite following these steps? They should then open the invite link using a different browser or private window. Also, make sure that those members you wish to add to your plan reside at the same physical address as you during signup. 

If that doesn’t work, can you send me a screenshot of the error message(s) that you’re seeing? Make sure to hide sensitive info when posting to the Community. 

Let me know how this goes!

[JANUSZPL]

Well it's still not working I don't know what to do really. We tried doing i on one WI-FI but still this message

[MihailY]

Hey @JANUSZPL,

Thanks for your reply.

In this case, it's best to update the address in your Premium Family manager account and trying again. Also, make sure that none of you is using a VPN and that the country settings in your accounts match.

Keep us posted.

[elmnyny]

Same problem. There is no solution to automatically protect my account. I don't know what to do. 

[elmnyny]

I am now facing the same problem. Support tells me that your account is automatically protected. I didn't understand anything  

[elmnyny]

Did you find the solution?

[eileenleonggg]

I have tried to add my sister into the Family plan but was unable to do so. Error Msg: Your Address dont match.

After reading some posts online, I tried to update my address and now the error message shows: find another premium plan that is right for you.

I have spoke to Spotify support, and was told that the account was prevented from joining due to automatic protection which they are unable to override. I have then created another account but also wasnt able to join the family plan.

Is there anyone that managed to join after facing the same issue? This is really so frustrating. 

[elmnyny]

I have the same problem as you. I can't add my family member. I tried again and again, but the same thing. I don't know what to do. 

[xxxjules]

Same bro, does this problem of yours has been solved?

[ElProtegido7]

Creo que eso pasa por los nuevos terminos y condiciones del plan familiar. Antes te ofrecían 6 perfiles, ahora solo te dan 4. Yo tenia ocupado mis 6 perfiles, pero cuando quité uno ya no pude volver a agregar el sexto perfil. Creo que pasará lo mismo si es que quito otro perfil hasta solo tener 4 activos. Por eso Spotify implementó la opción en los nuevos planes familiares de 4 perfiles, comprar 2 adicionales. En resumen todo es un negocio. 

[elmnyny]

I contacted them and the problem was not solved. I got tired of trying and decided to stop the subscription. I went to the Deezer platform.

[aleksjolk]

Hello Spotify Community and Support Team,

I am writing to seek assistance with an ongoing issue regarding my Spotify Family Plan. I am unable to add a newly created account to my family plan, despite both the new account and the primary account having the exact same residential address.

The Problem:

When I attempt to add a new member to my Spotify Family Plan, I encounter an error message (in Latvian, which translates to something like "Spotify offers me to explore other plans as I apparently don't live together with the owner"). This occurs even though the address for both accounts is identical.

Steps I've Taken:

1. I have tried adding the account from different devices (computer and phone) and different networks.

2. I have attempted the process in both regular browser mode and incognito mode.

3. I have recorded my process and the error message in a video, which you can view here: https://youtu.be/m7F8LTl5b9A 

Customer Service Interaction:

I recently engaged with Spotify Support regarding this issue. Here's a summary of the conversation:

• I provided the email address of the new account I was trying to add.

• I confirmed to the rep, that the error I see is related to not living with the owner, despite both accounts sharing the same address.

• Rep confirmed that we are living at the same address.

• After reviewing the case, representative stated: "We've checked in our system and we can confirm that you won't be able to join the current Family plan. The account is prevented from doing so due to an automatic protection which we can't override. Unfortunately, we don't have any further details regarding this. You can join a different Family Plan that's part of your household, or subscribe to Premium Individual."

My Concern:

I find this resolution unsatisfactory. The explanation of "automatic protection" without any further details or a clear reason why an account with the same address cannot be added is unhelpful. It suggests a flaw in the system if legitimate family members at the same address are blocked without recourse. The suggestion to join a different family plan within the household or subscribe individually defeats the purpose of having a family plan for my household.

I am looking for a solution that allows me to add this account to my existing family plan, as all requirements (especially the shared address) are met. Can anyone in the community offer insights, or can a Spotify representative investigate this "automatic protection" more deeply and provide a tangible solution or a more detailed explanation?

Thank you for your time and assistance.

[JANUSZPL]

Well thanks for the answer but it's still not working

[Juanma44]

They've given me the same answer. It's a disgrace that after legally paying for the service since 2017, they come to me with an "unresolvable error"...

[Dessi]

Hey @JANUSZPL,

Thanks for the reply!

Since the issue persists after the troubleshooting steps suggested, it seems like this is something that has to be looked at backstage. As this might require sharing private info, it’s best if you message us directly through here.

Hope this helps.