Premium Family not showing

[tfj5zaina2t8rif8fxz]

Hi! I was subscribed to premium individual and it was a 1 year subscription. About 3 months were left for my subscription when i bought the premium family. But now my account section in the website still shows premium individual and im not able to access the family features. Kindly help me through this

[Billy-J]

Hey @tfj5zaina2t8rif8fxz, thanks for reaching out to the Community!

Did you just make the switch to Premium Family while still on your Premium plan? Also, can you check your Receipts page here to see if you have been charged for the Premium Family plan already? You can also send me a screenshot of what you're seeing on your account overview page so I can take a closer look (make sure to hide sensitive information when posting to the Community). 

Let me know how this goes!

[tfj5zaina2t8rif8fxz]

Yes, I bought family when individual was still going on. I'm not able to attach the screens screenshots here is there any other place I can send it?.

[Billy-J]

Hey @tfj5zaina2t8rif8fxz, 

Thanks for the reply! Do you remember getting a date in your email of when your new plan will take effect? In regards to sending screenshots, you should be able to hit "reply" and then below the response box, there is a section where you can attach any files. 

Let me know if you get an issue while doing this. Keep me posted!

[tfj5zaina2t8rif8fxz]

no i havent received any mail with a date, attaching everything, please check

<moderator edit - removed screenshots with payment information>

[Dian]

Hey @tfj5zaina2t8rif8fxz,

Thanks for the reply.

The reason why you don't have access to the Family subscription features is most probably due to the fact that your Individual subscription hasn't expired yet.

You'll have access to the Family features once your Individual subscription expires.

If you want to have Family subscription features earlier, maybe our customer support team can think of something, but no promises on that one. Here is how to reach out to them. 

Hope this helps,

Cheers!