Can't join family plan with invitation

[Meer1338]

Plan

Family premium

Country

Mexico

Issue

After following the link and typing up the right family address, I get the message: 

"Encuentra otro plan Premium que sea ideal para ti

Nuestros planes Familiar son para miembros que viven en el mismo hogar.

Puedes explorar y encontrar otro plan Premium que sea adecuado para ti."

Says "our family plans are for members who live in the game house" which is the case. 

Can we get help with this? We can't pass from that point any further.

[Bittencourt]

Hi @Meer1338, thanks for reaching out!

Please make sure everyone on the plan enters the exact same address when accepting the invite—same spelling, punctuation, capitalization, etc. I suggest you to use a standard format like you’d see on Google Maps.

Also, if you're accepting the invite on a phone, make sure location services are turned on for the Spotify app. This helps Spotify verify your location when joining the plan. And of course, disable any VPN that might be installed.

Let me know how it goes!

[Meer1338]

Hello Bittencourt. Thanks for your reply. We've tried a lot of times using the same address exactly as it is started on the family group, yet, we keep getting the exact same error and won't let us enroll the new member. I think we need help with this from some support member from Spotify. Do you know how can we get in contact with them?

[Bittencourt · Accepted solution]

Sure, @Meer1338

In this case the best thing for you is to contact Customer Support so they can check the issue directly from their system.

Hope this is more helpful!

[Meer1338]

Thank you a bunch 

I will do that 

My regards!