Premium for family redemption

[user-removed]

Plan

Premium

Country

Canada

Device

Multiple devices (Galaxy S5, S9+, Windows 7 desktop, Xbox One, Samsung Note Edge)

Operating System

Lastest on all devices listed above

My Question or Issue

 Trying to add my son to my Premium Family plan. I have already added my wife to my premium plan, and don't recall ever going thru this many hoops to add her to the plan.

First off, the website was not allowing me to create an account for my son thru your website. I worked around that by using my son's facebook account and thereby creating his free spotify account.

I am able to send an invite to my son, and I am able to fill out the appropriate information. However, the SUBMIT button is greyed out and is unclickable where I am unable to add my son to my family plan.

I have done all the troubleshooting that I can on my end, and obviously the issue is on Spotify's backend. I have tried multiple devices, multiple browsers, cleared cookies & cache but to no avail.

I have read what I could find through this community forum and found that this issue or some variant of it has been around since 2016?!?

Really should it be this difficult to add someone to my family plan when I already added my wife to the plan previously (albeit several months ago).

Speaking with these reps via twitter seems to be also inefficient (what if someone didn't have a twitter account).

What I would like to see happen is someone take this issue and resolve it as quickly as possible. Escalate the issue to the developers or programmers for resolution.

Or how about just give the reps that support your product the ability to just add someones free account to the master family account?!?

I would also like to be reimbursed for my time (spent a day and a half) as I have seen others state they recieved a credit for our inconvenience.

Please someone in your organization take accountability for this as I said before this should not be as difficult as it is.

Regards,

Edwin

[Jemi]

Hey @user-removed,

Are you still not able to add your son to the Premium for Family plan? First, make sure to check any boxes on the form that say you need to verify you're not a robot. 

If it doesn't help, can you get back to us with a screenshot where we can see the greyed out button? Make sure that you hide any personal information such as email addresses on the screenshot.

Thanks!

[user-removed]

I've already had this issue and screenshots sent via Twitter and supposedly
they are investigating with your support group.

They advised me to wait. For how long I don't know. Quite frustrating when
I have been paying for the family plan for quite some time and added my
wife no problem.

[Katerina]

Hey there @user-removed,

Thanks for keeping us in the loop.

As support mentioned that the right folks are aware of this and working on a fix, hopefully it shouldn't be long before it's solved. They'll make sure to update you once they have.

We really appreciate your patience so far 🙂 

In the meanwhile, make sure to enable automatic updates on your device so you'll get the fix as soon as it's available.

We hope this helps!

/K

[user-removed]

It is now November 2, 2018. I initially submitted this issue back in September 6, 2018. Had this issue even previous to that date. What is a reasonable amount of time for you folks to resolve this issue?

I believe I have been more than patient to obtain what I have been paying for which is to add my family to my paid premium family plan!!

There has been no communication as to any update regarding my concern. I always had to initiate the communication. This shows no accountability at all whatsoever on your part.

I am giving you folks 2 more weeks and then I am cancelling my service.