Issue with changing country, payment address and adding family member for Duo Account

[Neneheartmusica]

Duo Plan Help ❗

Plan

Premium

Country

Germany (I moved from USA to Germany)

Device

Macbook Air

My Question or Issue

My partner and I live together and I'm trying to give him access via Duo. When I try to change my country, payment and address - it does not work / save via desktop. I've tried several different ways and I think there is an issue with the order of operation.

I've tried for 2 weeks to figure out different approaches and used all the help materials and still nothing. Please help, this is a super frustrating user experience.

[Maxim]

Hey @Neneheartmusica,

Thanks for reaching out.

Why exactly is it not working? Are you seeing any error message(s)? If so, which one(s)? 🙂

You could also provide me a list of steps you've taken and at which point you can't go any further.

[Neneheartmusica]

Hi Maxim,

I first updated my payment card to a German account.

Then I tried to update my Country to Germany (but this does not save and defaults to USA)

Then I also tried to change my address but that field is greyed out, I assume because my country keeps default saving to USA. Which means I cannot update my address as the fields are all tied to a USA structure of address input.

[Maxim]

Hey @Neneheartmusica,

Thanks for letting me know.

So you did successfully update your payment method to one that's been issued in Germany? Great! 🙂

As mentioned here, the changes will take effect from your next billing date. This means that your country setting will update to Germany on your next billing date.

I hope this clears things up!