One family member's premium features stopped working

[rtmie]

Plan

Family Premium

Country

Ireland

Device

Android (moto G5)

Operating System

Android Oreo

Premium services stopped working

My daughter is prompted with a message saying 'You have tried to access a premium feature' when logged in on Android app and trying to download a playlist She has premium via our family plan and it has been working for her for a number of years until this week. I have tried as suggested elsewhere in forums to remove her and re-invite her to the family account but this has made no difference. Other family members are not experiencing this problem. We have tried restarting the application on Android etc. What are the recovery sterps

[Bittencourt]

Hey @rtmie, 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 The data might be incorrect, incomplete or outdated, hence the removal of you daughter.

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.

Another great way is to reach Spotify via 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 🙂

[rtmie]

Thanks for this. We did check this and as far as we can tell it's aligned. Thinking of cancelling the family sub, have everyone drop back to free and set up a new family account. We're all at the same address since we set up the account.

[Bittencourt · Accepted solution]

I see, @rtmie.

It might be a good idea, but keep in mind that you can only switch from one Family plan to another once every 12 months.

So I'd still suggest getting in touch with the SpotifyCares staff before trying this.

Keep me posted!

[rtmie]

So as you suggested I contacted @spotifycares. They found the problem. For.info others here's the root cause.

The sdcard on my daughter's phone had become corrupted so when she tried to store offline the operation failed. However it seems to me that where the error message should have reflected that it instead reported that she couldn't use a premium features.

Thanks for advice

[Bittencourt]

Hey @rtmie, thanks for that.

I'm glad you could solve the issue.

Let me know if you have any other questions!