Duo Premium issues with adds and select music

[Catarinap38]

Plan

Duo premium 

Country

Portugal

Device

iPhone

Operating System

Ios

My Question or Issue

Hi
On my account, everything works fine, but the other one still gets ads and sometimes doesn't allow music selection. It's quite annoying to pay for something that's not working (this issue has been going on for a month). I've already tried the instructions mentioned in this community.

[Billy-J]

Hey @Catarinap38, thanks for reaching out to the Community!

Can you make sure the other member is added on your account page here? If you see the member added and they’re not receiving their Premium benefits, can you ask the member to reinstall the app following these steps?

If you don’t see them as a member on your account page, can you try sending them an another invite following these steps? 

Let me know how this goes!

[Catarinap38]

Thank you for your response and guidance.

Unfortunately, the issue is still not resolved. I have tried all the suggested options, but the problem persists.

Is there an official email address where I can report this?

[Billy-J]

Hey @Catarinap38,

For this particular case, I'd recommend getting in touch with Customer Support. They'll take a look and do their best to help.

Have a nice day!