Thanks for reaching out to us about this, and apologies for the delayed reply!
We'll be glad to help you out if you're still experiencing this issue :)
Don’t worry - this is an issue that a lot of Premium for Family users experience. The best way to go about this is to get in touch with our Customer Support team here, who will be able to take a look at your account and see what's happening backstage.
Hope that helps, and let us know how it goes!
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"It's my job to see the world and report back. It's my job to feel things fiercely. And it's my job to be present." - Maggie Rogers