I bought a family plan for my husband and my son. My son was able to set up his app but when my husband tries it asks for a credit card. I have already paid. We are multiple weeks of trying and multiple attempts at using the AI chat to work it out. Please help ASAP.
HI @alexwhoop12345 , I am sorry to hear this has dropped on. If your husband’s app is asking for a credit card, it sounds like his account isn’t fully attached to your Family Plan yet even though your son’s setup worked correctly.
This usually happens when:
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the invite wasn’t fully accepted, or
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the app was started under a different email, or
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a separate account was created before being linked to the Family Plan.
I don’t have access to your personal account information through this forum, but have created a ticket on your behalf and the team will be in touch to help!
Great- Please help when you can. I believe the family plan was not fully linked. If you are free on Monday lets try to fix this (I assume you are not free today since it is Sunday). Thanks.
Did you ever get this resolved? Curious what the solution was because I’m not getting anywhere with their support team.
It has been months and still not able to get the second member on the family plan. I checked my receipt- it was clearly for two people and we have two bands. Still nothing. Some of the timeframe lost is our fault but the rest is frustration and giving up. I would love a scheduled call with customer service. I have requested.
It’s almost comical at this point. I’ve had to repeat myself every time they reply to an email explaining the same thing over and over again. Unsure if they are using AI to reply or just don’t have a support team that understands their own process.
We purchased both devices at the same time as a family plan and they keep telling me to have the second member register, even though we’ve shared the screenshots of his inability to move past the initial registration step. Very expensive piece of equipment that we are unable to use at this point.