Can't join Duo plan - error message

[klajsk]

Hi there,

me and my gf would like to share premium duo, but when she enters the address she gets an error.

I've already read the other threads and can't figure it out.

Please, help me

Thank you

[OscarDC]

Hey @klajsk,

Thank you for reaching out to the Community. We moved your post from Chats to the help boards as its content fits better here.

This type of issue, when the user hasn't reached the limit of plans yet, is usually related to different reasons.

The most common one, is that each account has different countries registered. In this case, we'd recommend to the other user to check if the country matches with the other account by following the steps in this article.

If the country matches, it's possible that the address registered on the plan is not being recognized by the system. In this scenario, we'd suggest updating the address of the plan by following the steps in this article. Keep in mind that the address can only be changed by the owner.

In case the issue persists, since it could be account-related and we cannot access users accounts from the Community, we'd recommend contacting our Customer support directly so they can check the account and help you further.

Hope this helps. If you have any additional questions, don't hesitate to ask.

[klajsk · Accepted solution]

For those who have the same problem

We both had active memberships and this was the problem. 

Make sure at least one of you has a free plan.

And thank you OscarDC because I couldn't find how to contact the support :')