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Plan
Free/Premium
Country
Brasim
Device all
Operating System
(iOS 10, Android Oreo,)
My Question or Issue
Good morning
I had a family account with my wife. She was the owner of the family account. All payments were on her credit card but after a trip to France the payment was suspended. The payment was not executed as always but there was nothing wrong in the card. We double checked with the bank. We were forced to downgrade to a free account. We tried to use other credit cards but with the same result .. Problem with the payment. The system suggests to use other system of payment but with none it works. It is more than a month that we try to pay for a family account but we can not execute the payment.
Hope you can help.
Hey there @Enrico_ci!
Can you please provide the type of accounts you and your wife have right now, country you currently live in and payment method you're trying to use ?
Thanks!
Hey there @Enrico_ci,
Thanks for getting back with me.
Please consider the option of canceling both accounts and signing for new ones as there might be something filled in you info that is preventing from the payment to go through.
Note: family members should be listed under the same phyisical adress and should use a card the matches the country they're in.
If things go south, don't hesitate to contact support through this form and have them check you accounts.
Note: support can get back within 24-48hrs.
I'm always available if you have any other questions!
Hey @Enrico_ci,
Thanks for your patience and for getting back with me!
As mentioned i would suggest creating new accounts to solve this issue.
Note: if you make sure all your playlists are public, you'd be able to visit your old account with your new account and grab all your songs from there.
Let me know if you need further help 😃
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