Account can't redeem family subscription invite

[user-removed]

So, my family has a plan for family subscription, I will not explain how it works, 'cause this is a forum for the community of the program that enables that option, now when the admnistrator of the account sends the link or the invite to my sister it sends normally, the problem comes after my sister goes to redeem the link/invite, the process goes on normally and she puts the adress, the zip code and I do not have any means to post a screenshot at the moment but the message that shows up is that spotify could not confirm that my sister and the admnistrator of the account namelly my mom lives in the same place, I just want to ask if there is anyway to resolve this issue, because with my account nothing of the sort happened.

Thank You,

Johann

[Robert_W]

Hey @user-removed!

Welcome to the forums. And sorry for your issues.

In this case I would suggest you contact Spotify here:

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

If you get an automated reply email telling you to check the help section or the community, you need to reply back to it, even if it's from a no-reply address.

Support usually replies within 24-48 hours.

You can also tweet or DM @SpotifyCares on Twitter or send a message to Spotify Cares on Facebook.

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