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Hey @Hugokj500, welcome to the community!
As you have this problem with your Family Plan, I recommend you get in touch with the spotify support team by using the online contact form or by tweeting @SpotifyCares on twitter.
If you get an auto reply back directing you to the help pages, just reply directly to that email (even if its from no-reply) and one of the employees will get back to you as soon as possible.
Hope you can solve your issue!
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Staff / Moderator/ 2 years ago in Social & Random