Premium Duo not working for partner

[samrowse]

Plan

premium

Country

Canada

Device

iphone 11 & macbook air 

Operating System

iOS

My Question or Issue

I switched to premium duo for me and my partner but his spotify still has the commercials and hes unable to access our playlists. If i'm paying for premium his should be too correct? don't entirely understand how this new duo works... 

[Eni · Accepted solution]

Hi there @samrowse, 

Thanks for reaching out about this here in the Community. 

Premium Duo is for two users who live together at the same address and each person on the plan gets their own Premium account. 

If you're the owner of the Premium Duo plan, make sure to send the invite to your partner following the steps here. If you've already done that and they accepted it, but they're still unable to see their playlists, it's possible that they're logged into a different account. In this case, we suggest that you ask them to log out and make sure to log back in with the correct info. Your partner can find suggestions to find out if they have multiple accounts in this article.

You can find more info about the Premium Duo plan here. 

Keep us posted on how it goes.

[samrowse]

Thanks so much! we were able to get it sorted 😄

[CarlosE]

Hey @samrowse,

That's fantastic news 😄

If you need a hand with anything else, the Community is here for you.

Have a great weekend!

[tnmllrks]

My husband is currently working overseas, he renewed our Duo and now I can't access it because it says we are not in the same location. The account is registered at our home address so is it implying that we literally have to be in the same room to use it? This seems ridiculous, any known solutions?

[Alex]

Hi there @tnmllrks,

Thanks for reaching out about this.

In general the Duo and Family plans are intended for people living under the same roof. 

When the Premium plan is active, you'll have no trouble travelling abroad and using the Premium account as long as the subscription goes and it is regularly paid for.

If your husband has renewed the subscription using a new Payment method (which has to be issued in the the country where he's currently residing) you won't be able to join the plan, since you need to be in the same location for the onboarding process to work.

For now, the best way to go forward is to subscribe for Premium Individual. Once he returns to his home country you can create a Duo plan again.

Hope this clears things up.

[tnmllrks]

Hi Alex,

Thank you 

The payment was made on a card from our home country and the address as well. He just happens to currently overseas.

When he comes back and we're in the snae location will it work? And how do we get a refund given we are paying for something we can't use?

Duo means 2, it shouldn't matter where each of the 2 people are located as long as only 2 people are using it. There is little logic to the location issue given Spotify can see which 2 accounts are linked.

[Dian]

Hey @tnmllrks,

Thanks for the reply.

You can find more information on our refund policy here.

Thanks for the feedback on the Duo Subscription. You can find out more information on the prerequisites for inviting a member to a Duo Subscription on this page.

In the meantime you can follow the advise from the post from @Alex and let us know if you experience difficulties with it.

Hope this clears things a bit,

Cheers!

[Jadav]

i got a duo account for me and my partner but he still gets ads and limited skips and doesn’t have a premium account even though I’ve invited him and he’s joined and all 

[Dian]

Hey @Jadav,

Thanks for posting in the Community.

Your partner should make sure he's logged in on the right account. He can do so by comparing the username of the account he's using with the username of the account you've invited to the Duo plan. Here is more info on how to check for multiple accounts.

Another option would be to check your Duo plan page and remove the currently invited account so you can invite the account your partner is using.

Let us know how that went,

Cheers!

[Hobbyhhumoristen]

Hi. My wife just registered to duo, but she is not able to invite me. Whenever she is clicking the invite-button on messenger, mail or WhatsApp she get the message "somethkng went wrong, try again".

I already have a premium account, do I need to cancel that before being able? I have tons of individual playlista, I hope I will be able to access them via duo. But there is no way to invite, so basicly she is paying for a duo but using only a single account. 

Pls help.

[Peach243]

Please help us. Nothing has worked for us. My daughter can see her playlist but it still counts her skips and is adding songs to her playlist 

[Dian]

Hey @Peach243 ,

Thanks for the reply.

It is very important for your daughter to make sure she is logged in on the right account. We recommend she logs out first and then logs back in again with the email address she has accepted the invitation with. She can check the email address by going to her account page here. Here is a link for your daughter to check if she has multiple accounts. 

Let us know how that went,

Cheers!

[urbanegoddess]

My partner has been trying to join my duo account, but has been getting the runaround.  I signed up for the premium duo plan a couple of months back.  I sent him a link.  He clicked the link and began to sign up and entered our address as instructed, however spotify said the addresses didnt match.  I double checked the address in my account profile, and it was an exact match, however after three attempts, Spotify still said our addresses didnt match. We have been attempting to get him to join my duo account for months.  So, they have been receiving premium duo payments from me, without enabling him to link upwith my account. AND, there is no live support, and this help page has not offered the answers we need.  It seems they just lure you in to sign up and pay for duo, without delivering the premium service to two people.  I am so disappointed, because I had been praising Spotify and wanted to share the benefits of my membership with him, as we are both enormous music lovers. After all of this, he will not sign up for his own Spotify account on principle, and unless Spotify changes this unfortunate (hopefully not intentional) glitch, I will not recommend Spotify to others hereforth.  Furthermore, I would like a refund of the extra money I have been paying for a duo account, when I alone have been able to access the premium service. 

[Dian]

Hey @urbanegoddess,

Thanks for posting in the Community.

Could you post a screenshot of the error message? Does it say anything about a country mismatch? 

Keep us posted,

Cheers!

[mcmdesigns3838]

This info is not good.  I signed up my husband to a separate duo account and I can't operate my account to listen to my podcasts.  I get bumped off.  This is not a deal when you can't easily solve a problem!!!  

[Yordan]

Hi @mcmdesigns3838!

Sounds like he's logged in to your account. Try signing out from all of your devices via the Sign out everywhere button at the bottom of your account page and ask him to log in using his personal login details.

Cheers!

[Worthy21]

Help.

Ive a duo account with my wife. She can download podcasts for free, but i cannot. Why ?

[Riaz22]

When my partner get joined she can’t hear the voice?? It’s playing but can’t hear

when i try to use airpod then it’s showing you left from jam

[#20]

Adquirí un plan duo y no me dejar hacer lo de un usuario premium