Unable to change plan from Premium to Premium plus Headspace?

[damarkus388]

Plan

Premium

Country

Scotland, United Kingdom

Device

Lenovo G580 Laptop

Operating System

 Windows 10

My Question or Issue

Hi there I was wondering if anyone could help me. Essentially I've had Premium for nearly 2 years now, and I was looking to change my plan to Premium plus Headspace however when I try to do this I'm not able to and get a message saying 

"Sorry, you are not eligible for that plan. Here are some other ways to get Premium."

and I was wondering if anyone could explain to me why this happening or why I'm not eligible because I really don't understand. I've tried clicking on every other plan available (Premium Duo, Family, student etc) and every other one takes me to a payment screen and I only get this error message when I try to change to premium with headspace and I really don't understand why.

I should also say that I have tried doing this on my phone (iPhone XR with iOS 14 as operating system) and the situation is the same as on my laptop. Also I am no longer a student anymore so the Premium for Students with Headspace plan is not really an option for me, although bizarrely I am able to reach a checkout page when I click this plan I only get the error message for the individual premium with headspace plan?  So i was wondering if anyone could help me like is there something wrong with my account or my subscription history which has affected my eligibility in some way and if so how can I check this? Was the fact that I was previously a student and now this has changed affected my eligibilty for the plan I want in some way? 

I do apologise as I realise this message is very rambly and I'm happy to supply any other details which could be helpful, I'm just honestly very confused by the whole situation and would appreciate any advice or guidance that can be offered and thanks in advance.

[Alex]

Hey there @damarkus388,

Thanks for reaching out about this in the Community!

We'd recommend trying to activate the bundle through This Link.

You can also try using a different network connection.

Keep us posted on how you get on with this.

Cheers.

[damarkus388]

Hi Alex,

Thanks for your response and your suggestions I really appreciate it. Unfortunately I tried both of your suggestions first clicking the link in your message and then I switched to using a hotspot rather than Wi-Fi connection and neither worked sadly I ended up recieving the same message as before whe I tried them.

As I said before I really just don't understand why this seems to be the only plan that isn't available for me or doesn't take me to a payment screen when I try to access it, I'm not sure if there is some issue with my account that I'm unaware of but I really am very confused.

I would appreciate any advice that could be offered as I'm honestly unsure what to do and thanks in advance.

Mark

[Alex]

Hey there @damarkus388,

Thanks for the reply and the info.

We'd recommend you reach out to our customer support team here. They should be able to have a look backstage and help you out further.

It could be an issue with your account indeed, but we don't have the possibility to troubleshoot that on our end.

Hope this helps 🙂

[damarkus388]

Hi Alex,

Thanks for the reply I really appreciate it.

Okay I'll go through that link and try to reach out to them to see if they are able to look into it or offer any further information.

Thank you so much for your help 🙂

Mark