My premium stopped working

[Mapah]

I bought my family premium on September. It’s only May and my family and I lost our premium. Only my brother has the premium still and he’s the main account. Can you help me get my premium back because I paid for one year.

Plan

Free/Premium

Country

Device

(iPhone 8, Samsung Galaxy 9, Macbook Pro late 2016)

Operating System

(iOS 10, Android Oreo, Windows 10,etc.)

My Question or Issue

[Jᴀᴄᴋ]

Hey @Mapah thanks for reaching out to the community.

First thing is first, you MUST live at the same address as your brother to recive the premium. If that checks out, then I would suggest checking out this Premium for Family support article.

Let me know if that helps,

Jack

[Mapah]

Nothings working I still don’t have it. And I do live in the same address

[Peter]

Hey @Mapah.

Thanks for confirming that for us.

The best thing to do in that case is for your Family plan members to reach out to our Customer Support team here, who will be able to take a look backstage and take a look at their individual accounts.

Hope that helps! Let us know how you get on 😉