Duo subscription but problem with adress

[Thalestris]

Plan

Duo

Country

Belgium (french)

Device

all

Operating System

My Question or Issue

I just start a duo subscription, it's ok but when my husband want to connect, spotify said that our adress are differents. Worse ! It said that we didn't live in he same country... How rude ! 

Well, can somebody help ? Thanks

[Jose_M]

Hello @Thalestris!

I'll try to help you out. Can you let me know which country or region shows in each of the accounts' page? You can find more info here on how to change your country/region settings.

Keep me posted!

[sam-suter]

I am having the same issue. I've had a premium account for years that I shared with my husband, we updated it to the Duo b/c there were only 2 of us on the account, and now he can't get access because it says the addresses are not the same. Its incredibly frustrating and its been going on for over a week now, still not resolved.

[Thalestris]

I fund the problem : my husband account ils located in Belgique, when mine is located in France. This is because we lived in France when I made my account and first subscribtion, six years ago. But then, i can't change my country localisation because i lived near the border and i don't have any belgium credit card or payement systeme. My credit card IS a french one, so i can't change my country. My husband get a free account so, he can't change it anymore.

This is a complex situation and i don't know how to resolved it. My husband will certainly delete it account to made a new one. But we lost some days in thé payement of subscribtion and all my husband actual account. This is a real problem that we can't change country localisation on a free account. It blocks everything here...

[Jose_M]

Hello @sam-suter!

Thanks for reaching out, do both of your accounts show the same country in their account page? If not, you can find more info here on how to change your country/region settings.

Keep me posted.

[Jose_M]

Hello @Thalestris!

Thanks for your reply. In this case, if you live in Belgium but your payment method is French, I'd recommend you contact Customer Support here. They might be able to solve this for you.

I hope you have a nice day 🙂

[Studio_NeonNoir]

Hey folks,

I do have the same issue and it's more than annoying and really getting on my nerves. As I moved to Switzerland (from another country) already 4 months ago to the place of my boyfriend I've tried several times to link to his invitation for a Duo-Account. For this I deleted my whole basic account with all my playlists and podcasts, created 5 different names, always with the same Adress ... and it came out that it always said "You don't live in the same country" ... 

This is really not costumer friendly ... sorry.

[Jose_M]

Hello @Studio_NeonNoir!

I'll try to help you clear things up. The country of your account needs to match the country you're currently residing in and the country your credit/ debit card was issues in.

The country of the account of your family member needs to match that as well.

This means that if you're currently living in Switzerland for example, the country on your account needs to be set to Switzerland in order to enter a Swiss address.

You can check which country your account is currently set to on your Account Page from here.

You can also change the country settings on your original account, where you have your playlists by following this guide.

Make sure to let me know if you have any questions and have a nice day 🙂

[Reddington66]

Hallo,

ich habe auch ein Problem mit dem Duo Abo. Meine Freundin besitzt ein Duo Abo und wollte mich dazu einladen. Wenn ich auf den Link klicke, möchte Spotify die Adresse haben. Da sie aber mehrmals umgezogen ist, weiß sie nicht mehr, mit welcher Adresse sie registriert ist. Man kann die Adresse aber auch nicht mehr einsehen. Wenn sie den Account kündigen und neu machen würde, wären aber all ihre Play Listen weg. Und das will sie natürlich nicht. Mein Single Abo würde ich aus dem selben Grund aber auch nicht kündigen. Erst wenn ich sicher bin, dass ich über Ihr Duo Abo weiter laufen kann. Was kann ich also tun?

Vielen Dank im voraus

Dietmar 

[Jose_M]

Hello @Reddington66!

I hope you don't mind me replying in English, since it's the official language in the Community. You can also find support in German here. If you're unsure of the address registered for the Duo plan, the manager of the plan can check it from their Duo account page.

Let me know if you have any questions!

[pedro-tirolo]

Is there a support from Spotify or just "help yourself" policy? Incredible bad support.
Same problem here. Had a premium account for many years, never changed my adress and upgraded for a duo premium some months ago but it never worked with the inviation, because the system tells me that our adress is not the same. This is not true. I checked it about 20 times and I am professional on computers. I tried it about 3months ago and now again. Any solutions? Thanks for any help. Pedro (Austria, Vienna)