Duo Plan issues

[15snord]

Hello, I’d like to be added to my husband’s duo plan but it keeps saying “there was a problem” after I add the address. Can someone please reach to me personally via phone or email?

Plan

/Premium Duo

Country

USA

Device

iPhone XR

My Question or Issue

Hello, I’d like to be added to my husband’s duo plan but it keeps saying “there was a problem” after I add the address. Can someone please reach to me personally via phone or email?

[AlejaR]

Hey there @15snord,

Thanks for posting in the Community and welcome. 

Just to confirm, is your account under a Premium plan? If it is, we'd recommend cancelling your plan. Your Premium stays until your next billing date (the day in which you paid your monthly subscription), then your account switches to free.

After that, you can try to join your husband's plan when your account is on free service. To do it, make sure you're putting the exact same address he set up for his plan. He can double-check the address by going to his account page> Subscription> Manage members. There on Your Address, he can check the address.

If that doesn't do the trick, you can also try to join the plan from a different device from the one you've been using to see if you notice any difference.

Lastly, we can confirm that we don't have support over the phone, but rest assured we'll do our best to help you. 
 

Keep us in the loop!