Premium duo not working

[ranskis]

Plan

Premium Duo

Country

FR

Device

Motorola G5+

Operating System

Android Oreo

My Question or Issue

I have subscribed to premium duo for my wife.

The invite is received and accepted successfully, I receive a confirmation email. On wife's phone, in the browser that opened the invite, the account is shown as linked to the premium account, so all good?  Alas, it does not work in the app. Her account still shows up as a free account.

I have tried to:

 - log out / log in (with the facebook button)

 - force quit app, delete data/cache, log in

 - remove app, reinstall app, log in

 - create a regular spotify account with her email address, and try the previous steps again

 - cancel the invite on my side, and send another one that I tried to accept with both the facebook linked account and her email account. Twice. With the exact same problem each time.

Nothing works, except the website which still says the account is on premium duo.

Out of ideas, and almost all of my hair, at this point.

Any help welcome (for the account, not the hair)

[Elena · Accepted solution]

Hey there @ranskis!

Welcome to the Community and thanks for reaching out.

Can you check if your wife's account has an email address attached to it on her Account page?

If not, then that could be causing the issue here because she might've used an old/inactive Facebook profile to create the account.

We'd recommend that you remove the account that's a part of your Duo plan now and follow the steps here to link an account that has a registered email address.

You mentioned that she already has such an account  - when you send a new invitation, she'll need to be logged in there in order to accept her new invite.

This way she'll know exactly which account is part of the plan and she'll be able to use the email address on it to log in. 

Hopefully this will help your wife get her Premium features and help you keep your hair 😁

We'll be here if you have any further questions!

[deliatork]

Hello! I’m experiencing the same issue. My husband sent me the duo premium invite I accepted and it shows that my account is the premium version in a browser. However the app shows the free version. I’ve logged in and out. My email is correctly attached to my account but I still cannot access the premium account on the app. Can anyone help me?

[Dessi]

Hey @deliatork,

Thanks for joining the thread!

If you're seeing a Premium account in a browser, but not in the app, then it sounds like you might have an additional account, which is on the free service and we'd recommend starting off with logging out of that account from the app. You can then try using the same login info you see in the browser to log in the app again. 

Keep in mind that you might have signed up for the Premium account using a phone number, Facebook, Apple, or Google, so you can also try logging in with these options to check if that might be the case.

In case this doesn't help and you still don't see the account as a Premium one, it might be best to get in touch privately here so this can be looked into more closely.

Hope this helps.