Premium duo invitation, account get "wrong password or username"

[Nakedpanda]

Upgraded to premium duo, and invited my partner to join the plan, she get the link and following the steps too login with her old existing account, get the error message "wrong password or username"

Tried change the password and try again, same error message. We are sure it's the correct username and password. 

Also tried just to login to her account on the website, and that works, just don't work when we follow the link I send her. 

We are sure we have the correct username and password, and both accounts are in the same country.

Also tried multiple invites. 

Any solution too this? don't wanna make a new account. 

[Billy-J]

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

First, when sending her the invite- make sure that there is no error in the email address you use to send her the invite. 

Also, can you send me a screenshot of the error message she's seeing? That way I can see at what point you're getting this error message. Make sure to hide sensitive info when posting to the Community.

Keep me posted 🙂 

[Nakedpanda]

Here's a screenshot, it is in Norwegian, but error message says "wrong username or password". We tried different devices and different methods at sharing/generate the link to join premium duo (Facebook message, email).

My account as a owner of the subscription is working and can play Spotify. Do I need her to create a new account? Can't you use Spotify duo on an already existing account? Still I can login with her details on the webpage. 

[Billy-J]

Hey @Nakedpanda, 

Thanks for the reply! Yes, you're able to use an existing Spotify account to join Premium Duo. For this particular case, I'd recommend getting in touch with Customer Support. They'll take a look and do their best to help.

Have a nice day!

[Nakedpanda]

Will try and send them this thread and hope for a fix, any idea of how fast they usually respond? If it takes more than a couple days, I hope to get a refund and get 2 normal premiums. 

[Billy-J]

Hey @Nakedpanda,

Sounds good. You should get a response within 24-48 hours, but maybe longer depending on the number of people contacting Spotify. 

Let me know if you have any more questions.

[Nakedpanda · Accepted solution]

Found the solution, and it was to use the username (this string of random numbers and letters) and log in with that, and it worked. We had only been using the email too try and log in. 

[Billy-J]

Hey @Nakedpanda, 

I'm happy to hear everything is good to go. If you need help in the future, you can always start a new topic and the Community will be happy to help.

Have a great day!