Added members to family account not being upgraded to premium

[xcoconut_queen]

Plan

Family Plan

Country

 GB

Device

Samsung Galaxy 7, Apple iPad, Desktop computer

Operating System

IOS 10, Android, Windows 10

My Question or Issue

 Hello,

I have recently added my husband and mother to my family account however, their accounts have not been upgraded to premium and so they are still being interupted by adverts and can not download songs.

My husband uses his account on his mobile phone app and my mother uses the app on her iPad. Both accounts aknowledge they are part of my family account, but still ask to upgrade for £9.99 per month in order to receive premium service and say that their upgrade will be charged to me on top of my £15.99 monthly family subscription!

I am very confused as to why this is happening and would like some clarification. 

Many thanks to anyone who can help!

[Luan · Accepted solution]

Hey, @xcoconut_queen

Welcome to Spotify Community and thanks for contact us here.

I sorry that you are having trouble on that.

Here are some things to check first:

• If you’re accepting the invite on the same device it was sent from, make sure the owner who sent the invite has logged out of their account page first.
• If you didn’t receive an email with the link, be sure to check your junk/spam folders.

Still not working? Try resending the invite:

Note: Only plan owners can send invites. If you’re trying to join a plan, you need to ask the owner to complete these steps.

1. Go to your Premium for Family account page and select the member you want to re-invite.
2. Click RESEND INVITE.
3. If that doesn’t work, click CANCEL INVITE and re-invite the member by clicking SEND INVITE, and re-entering their details.

If your problem persist, I suggest that you be in touch with the official Spotify team, clicking here.

If you have any other problems or need some information about something, talk to us, and we'll tryna help you.

Best Regards,

hezorg (Luan Araújo)

---

[Katerina]

Hey there @xcoconut_queen,

Thanks for reaching out to the Community about this.

Just to confirm, are your family members logging in to the correct accounts?

They can double check this by heading to each of their subscription page to view the status of their subscription. If it shows up as Free, it's possible they have more than one account with us that's on Premium instead. They can follow the steps here to locate them.

Let us know how you get on 🙂