Can't buy Premium Duo

[slunardi]

Plan

Free

Country

Canada

Device

PC

Operating System

Windows 10

My Question or Issue

I tried to buy Premium Duo but I got an error message saying : "Sorry, you are not eligible for that plan. Here are some other ways to get Premium." And when I tried any other Premium plan, I always have the same message. Is there any way I could sign up for Premium Duo?

[Pxnki]

Have you tried it on a smart phone? That's what worked for me when I switched from Premium to Family 

[Mario]

Hey @slunardi,

Thanks for writing about this here in the Community.

It'd be great for you to give the steps here (Failed payment help; Still not working?) a go.

Let us know how you get on. Hope you'll find this useful!

[slunardi]

I tried but I still have the same message when I try to select a premium plan.

[slunardi]

Thanks for the answer but I can't select a premium plan to begin. I can't reach the payment page.

[Eni]

Hi @slunardi, 

Thanks for getting back in touch. 

Just to make sure, have you tried on a different device and using an incognito window?

Additionally, it's wort trying with a different network. 

If those steps don't do the trick, could you let us know if this error message pops up only when you choose the Premium Duo plan?

Keep us posted on how it goes.

[slunardi]

Thanks for the answer. Unfortunately, I tried different network (at home and at work), I tried on PC and on my cell phone, I tried different browsers and incognito session and I tried all premium plans and I still have the same message. I don't know if it's a problem but I think I have this message because I'm from Quebec and we can't have the free month offer. Is there a way to subscribe without the 1 free month offer?

[Eni]

Hi @slunardi, 

Thanks for the clarification. 

Just to confirm, are you currently having an active subscription? If so, we suggest that you cancel it first, wait for your account to revert to free service and then you should be able to re-subscribe. 

If this is not the case, we suggest that you reach out to our Support team through any of these channels so they can take a closer look at your account and help you with this, 

Keep us in the loop 🙂