Family member cannot join family plan

[audechenet01]

Plan: premium family plan

Free/Premium

Country New Caledonia

Device

Mac computer

Operating System

IOS 10

My Question or Issue

Hi,

I’m contacting you because I’ve been using Spotify family for weeks now. I invited my mum - that lives with us for 6 months of the year (in summer).

When she got in the spotify family at first everything went well but she used her address in France and not the one in New Caledonia. It seems that she got kicked from our Spotify Family account. So I tried to invite her again and despite the fact that she uses her New Caledonia address (which is the same as mine) it seems that she can’t join the family anymore, like if she was banned from our family...:(

Could you please help us we would like to stay at Spotify but the impossibility to use the family account would be a deal breaker for us. Her email address is *snip*

Thank you very much by advance for your help,

Aude Chenet

[Bittencourt]

Hi @audechenet01, thanks for writing.

Sometimes the information once given to Spotify (regarding the users’ addresses) don’t match the ones they have. The data might be incorrect, incomplete or outdated, hence the removal of some users.

In this case I suggest you get in touch with the Spotify Cares staff - They'll be happy to help you further with this.

There are a few ways to contact them. One is filling out the online contact form.

Another great way is to reach Spotify via Twitter - just send them a Direct Message @SpotifyCares.

You can also use the Facebook support. Shoot them a message here: Spotify Cares.

When you message them, inform all the e-mail addresses on the plan.

Let me know if this helps 🙂