Cannot get someone in my Duo plan

[friko515]

Plan

Premium (Duo)

Country
UK

Device

Multiple devices (Macbook, Samsung, Google Pixel)

My Question or Issue

Hello, I'm trying to add my partner to my Premium Duo.

On my side, it's already showing as Premium Duo subscription.

However, when she tries to accept the invite she gets a white screen saying “There was a problem” and cannot continue further with the registration.

Things we've tried:

- Using different devices (both phones and both laptops).

- Using incognito mode.

- Logging out, resetting her password and logging in again.

- Ensure we're both registered in the UK.

- Ensure we both have emails set in our account.

Things we've checked:

- She joined another Duo account in March 2021 and left it a couple of months ago.

- My new Duo subscription payment is due on Dec 27th, so effectively it hasn't been paid for I reckon.

Is there anything wrong with our accounts? Do we need to wait until the Duo plan is charged to properly get an invite? Do we need to wait until March so she can join?

Many thanks in advance.

[Alex]

Hey @friko515,

Thanks for the post.

Your partner should be able to change Family/ Duo plans once every 12 months. So if she's left her previous plan only once this year she should be able to join yours.

We'd recommend waiting a couple of days and trying to invite her again. If that doesn't work, you can reach out to our Support team here and they'll be happy to assist further by checking the affected account to see what might be happening. 

Hope this info helps. Don't hesitate to reach out again if you have questions.