My family can't join my Family Plan

[larissalira]

Plan

Family Premium

Country

 Brazil

Device

Motorola

Operating System

Windows 10

My Question or Issue

 I started a Family plan at 2018/11/13 and sent invite to my relatives, but today they are not included in my plan anymore. 

I realized that I received an email (at my spam) telling that my parents has to confirm their address, today (2018/12/13) they told me the plan is not Family Premium anymore, so I tried invite them to my plan again but it shows an error.

The payment was already discounted on my credit card, but now I'm alone in Family Plan. 

What should I do to put them again in my Family Plan? 

PS.: Sorry the English mistakes...

This is the error that appear when my relatives try to accept the invite:

[Jemi · Accepted solution]

Hey @larissalira, help's here. 

If your parents are eligible for being part of the same Family plan, and live in the same household, we suggest that you get in touch with our support staff who will be able to take a closer look. You can find them here. 

Hope that helps!