Changed from Premium Family to Duo, Cannot Add Members

[itsMattyA]

Plan

Premium Duo

Country

USA

My Question or Issue

Recently switched accounts from Premium Family to Premium Duo. I (the account holder) tried inviting my wife, and she is receiving an error when accepting the invite. The app states it cannot verify her address, despite it being updated in her app settings to reflect our shared address. Hoping to get her added to our shared Duo account instead of downgrading to 2x individual premium accounts. Any insight is greatly appreciated! 

[Maxim]

Hey @itsMattyA,

Thanks for reaching out.

Please share the exact error message she's seeing 🙂

[itsMattyA]

1. 

 

[itsMattyA]

This is the error provided, which is incorrect because I verified both addresses are matching 

[Maxim]

Hey @itsMattyA,

Thanks for letting me know.

Can you please update the address for your Premium Duo plan here? You should update it even if your address still is the same.

Once you've done that, please send her a new invite and check if she's able to accept it now.

If the issue persists, I recommend making sure that the country setting matches on both accounts.

Let me know how it goes 🙂

[itsMattyA]

Thank you for the reply! After updating the address at the link provided,
she is still receiving the same error message and is unable to join the
plan.

Country settings updated as well.

Let me know how else to proceed, thank you!

[Maxim]

Hey @itsMattyA,

Alright, thanks for letting me know 🙂

Since it looks like there's been an issue with re-verifying the address, I recommend reaching out to Support here, as they'll be able to take a closer look at the affected accounts.

Have a great day 🙂