Entering Duo does not work

[Roxy229]

Plan

Premium Dup

Country

Germany

Device

iPhone 13

Operating System

iOS 10

My Question or Issue

My brother, my dad and I were having the Premium Family Abo. Then my dad decided to not continue and my brother and I decided to switch to Premium Duo. So now i am the main user and also sent an invitation link to my brother for Duo. I get the email that he has successfully joined the Duo Abo but it does not change on his device. He still has the Free Spotify and it also didnt update a day later. I tried sending the invitation link to two of his email addresses as he is not sure which is the correct one for Spotify. Still didnt resolve the issue. Maybe you can help?

[OscarDC]

Hey @Roxy229,

Thank you for reaching out to the Community and welcome.

If you can see a user already joined to your plan, but your brother's account is still on free, it's possible that he might have more than one account and the one joined is not the one he uses.

So first, taking into account that your brother has more than one email address, we'd recommend checking with him which email address is linked to the account he uses the most. After identifying the account, you can remove the user already joined to your plan and invite the correct user by following the steps mentioned here.

As an option, after identifying the account he uses the most, he can transfer all his content from one account to the one already joined to the plan to have the subscription and content unified. 

Hope this helps. If anything else comes up, don't hesitate to ask.