Can’t add partner to Duo plan

[#1]

Me and my partner are trying to join Duo plan. Both at the same address. We even both started Duo plans. It’s not working either way! Every time we’re entering THE SAME address it just says that an error occurred

[Joan]

Hi there,

Thanks for reaching out. If you both started Duo plans, then thats the issue - you cannot join Duo if you have a Duo or Family subscription of your own active. Whoever is going to be the member needs to cancel their subscription, wait until their account is free and then you can join.

Hope this clears things up.

[Helen889]

I’m having the same issue with my husband joining. I have the duo plan and I’m trying to add him. He has a free Spotify account and our address are both correct/matching. There are no other reasons why he can’t join, can you advise why? Thanks 

[Maria]

Hey @Helen889,

Thanks for reaching out on the Community!

Just to check, does he get the same error message if he tries to accept the invite using an incognito window on the browser? If possible, he can try another internet connection and a different device as well.

Another option is to update the address registered on your account and then send out a new invite to the plan. If you can't find your exact address, you can select your building, street name, or a close public space or building. Just make sure to not use someone else's address. It's important that he uses the same address as the updated one, when he opens the new invite.

Should the issue persist after giving these steps a shot, however, we recommend reaching out to our Customer Support team so that they can have a closer look. You can get in touch with them here.

Hope this helps, cheers!

[Filipe_NRG]

I have also had this issue. Me and my girlfriend live together but whenever she tries to enter the plan it says she is trying to enter in a different country (?) 

[Maria]

Hey @Filipe_NRG,

Thanks for joining the conversation!

It's possible that you're seeing this message if the registered info doesn't match. Could you double-check so that your account info is up-to-date? You can both check this by signing in to your respective account pages here.

If everything is accurate there, and she's still having issues joining, it's worth opening the invite when using another internet connection to see if it makes a difference. Make sure you're not using VPN, as this may interfere with the service.

You can give the steps in our latest reply a try as well, if you haven't already, shouldn't the above steps do the trick.

Let us know how it goes!