Duo plan on iphone stopped working after international travel

[joekrantz]

My wife and I have a duo plan. It worked fine for a long time until she travelled from the USA which is our home to Asia and since she returned I have been unable to add her back the account as an authorized user. All she sees in her Spotify app on her iphone is the free version. I have sent her multiple links to her phone to add her back to the duo plan but it never sticks and reverts back to her free version. I even tried deleting Spotify off of her iphone and reinstalling the app and opening the duo link and all we get is the free version. How can I get her back on my duo plan please?

[Dessi]

Hi there @joekrantz,

Thanks for reaching out!

Your wife's account shouldn't revert to the free service after travel, so this makes me think she might be logged in a different account and not the one that was added as a member to your plan. Can you check if you still see her as a member on your account page under Manage your plan? In case you do, she can try logging out from the current free account and back in with a different email address or username she might have used to sign up. 

If she's not sure about the login details, she can go to password reset and enter all possible email addresses and usernames she can think of. We will only send the reset email to a Spotify registered email address.

Note: There are a few ways to sign up, ex. with email, phone number, Apple, or Google so it's possible she might have used an alternative method as well and it's also worth checking. 

Keep us posted.