Unable to Access Family Spotify Premium Account

[GolDee]

Plan

Family Premium

Country

USA

Device

(iPhone 16)

Operating System

(iOS 17.7)

I am unable to access my Spotify Premium family account even after updating my address and trying to log in using an incognito browser. 

I have:

• Updated my address in my account settings.
• Tried logging in using an incognito browser.
• Cleared my browser's cache and data.
• Tried accessing my account from a different device and network.
• Verified that my payment information is up-to-date.

[Marieb4]

I have the same issue!! 

[Marieb4]

 

[Eni]

Hey folks, 

Thanks for reaching out about this here in the Community. 

@GolDee, just to confirm, are you the owner of the Premium Family plan or a member? Also, could you send us a screenshot of the error message you're getting when you're trying to access your account? You can attach it to your next response by using the Insert image option in the post editor. Make sure not to send any private info. On another note, we'd like to know if you're able to log in to your account, but you can't see the active subscription or if you can't log in at all. 

@Marieb4, based on the screenshot you sent, it looks like the country settings on the owner's and your account are different. Keep in mind that the Premium Family plan is only for users who live at the same physical address. If you live with the owner, we suggest that you double-check with them this info on your Account pages. The address they registered on their account needs to match exactly with the one on the members' accounts. 

 Keep us posted on how it goes.

[Marieb4]

Thanks for your help ! I already checked all those account informations and everything is ok. I am living in the same house than the owner of the family premium... I chated with an employee and he told me that they were going to work on that as fast as possible... 

[GolDee]

Hi @Eni please find the screenshot of the error. I need more information. Thanks. I am not the owner, but I live with the owner.

[Dessi]

Hey @GolDee,

Thanks for the screenshot!

It looks like you missed the reverification window and that's why you're getting this error. If there’s any information entered by an invited member that can’t be confirmed, they receive an email to reverify and need to enter their full address within 7 days of getting the email. If the email verification fails or they miss the 7 day window, the invited member's account loses access to the plan and switches to free. 

In this case it'd be best to reach out to the Customer Support team, since they can take a closer look at your account to see what happened and assist you further.

Hope this clears things up.

[eduardaesteves]

Plan

Family Plan

Country

Canada

Device

(iPhone 8, Samsung Galaxy 9, Macbook Pro late 2016)

Operating System

(iOS 10, Android Oreo, Windows 10,etc.)

My Question or Issue

I was on my spouse's family plan but I was expelled out of nowhere. Now, I can't rejoin it. It says I need to wait 12 months. How can I contact suport?

[Marieb4]

You have to chat with on of them. Its in the section contact