new family member cannot join - getting an error message about not living together

[oshani]

Hi there,

We are a family from traveling around the world... currently living in the same address for 4 months... 

We have a family plan that 3 of us use, and now i want to add another son of mine. i've sent him an invite but when he inserts his address (the same address that i have on file) - he is getting a message that he has to be in the same address as me. and he does!

what seems to be the problem?

this whole address functionality is really not working.

it took me a long time to find a nearby address to put on my account and now spotify from some reason claims that we do not live in the same house even though that's what he puts in his address.

plan: family

country: israel but currently in spain (spain is the address we are both living in now)

device: me- mac. son-ipad.

operating systems are up to date.

thank you in advance

[Insanityhelper950]

hey

I see you have a problem with it and reading your forum I read that you travel around the world but you have stayed in Spain for four  months now I'm no genius but maybe your son's ipad still thinks he's in Israel idk I'm no genius.

Try to see if you can link a different acc for your son and try that if that doesnt work use this link to talk to a professional . You will first be put with an ai but them it will ask you if you want to speak to a professional.

Hoped this helped

Tomas

https://support.spotify.com/us/contact-spotify-support/

[oshani]

hi. this is just not working.

i have been trying to change me address as the family plan manager and it also didn't work.

does spotify provide a support email to resolve this? i'm paying for a family plan but cannot add my family member....

[OscarDC]

Hey folks! 

Welcome to the Spotify Community and sorry for the late response as we just came across this thread.

Nice troubleshooting so far, thanks for jumping in @Insanityhelper950! This type of case is indeed commonly related to the country where the accounts are set. So, even if the other member is typing the correct address, their account might be still located in a different country. In this case, we'd first recommend to the member checking if the country registered on their account matches with yours by following the steps of this article. 

If the issue persists, make sure the other member is not using a VPN that may change the location of the device affecting the regular process.

Hope this helps. If you have any additional questions, don't hesitate to ask.

[Insanityhelper950]

Hey Oscar 

Thanks for mentioning me BTW and tbh I thought it was something to do with the travelling and I wasn't to sure on what to do appart from telling them to ask a expert so thank you for helping me sort that out 😀