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Still hearing ads on Family Plan

rocksolid
Local Performer

I upgraded to premium family, added my family and all of us are getting adds.  I'm sure it's user error but how do I fix?

 

Moderator Edit: Edited title for clarity

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70 Replies

AdamPandora
Community Manager
Community Manager

@jlchenoweth I took a look on my end, and it doesn't appear your wife's family plan invitation has been accepted yet, which would explain why ads still play on her account.

This being said, it also sounds like she may have multiple accounts set up with Pandora if her original stations are missing from her collection.

I have created a ticket with our support team for you.

They will be contacting you privately via email to help look into this further, so please keep an eye out for their message.

Thanks for your patience in the meantime!


Adam | Community Moderator
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menapears
Local Performer

my husband was using a free account and after i upgraded to the premium family plan and invited him, he is still getting ads.  my understanding is that he should not be hearing ads when using pandora.  

 

what needs to be done to resolve this?

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TannerPandora
Moderator
Moderator

Hi @menapears 

I checked your Family Plan account and I can confirm that both invitations have been sent out.

I did notice the email address starting with mbmena****@*****.com has no device associated with it and no listening history. If this is your husbands account it doesn't appear to have been used.

In the meantime, can you tell me a little more about the device he's using when listening, is this in-home, mobile or web?

If this is happening with an in-home device, can you tell me a bit more about the advertising you are hearing? Is it for a specific brand or artist? Are you hearing them while listening to podcasts?


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jrblock89
Local Performer

I have premium, I sent my co worker an invite to join to on my membership. However, he is still hearing ads. He has had pandora FREE version for years, and can't get it to update so it's not playing ads.

He even created a new profile and new email address and has to relearn all his music and it is still making him listen to ads

 

any input would be appreciated!

thanks

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AlyssaPandora
Community Manager
Community Manager

Hi, @jrblock89. ๐Ÿ‘‹

Thanks for letting us know about this. I've created an email case for you since we'll need to gather the email address of the individual you invited. Someone will be in touch via email soon. ๐Ÿ“ฌ If you don't see the message shortly, please be sure to check your spam / junk folder to make sure it didn't end up there.

Thanks for your patience during this process. ๐ŸŽง

Alyssa | Community Manager
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Tiny303
Local Performer

Got the same thing going on with mine. Sent the link to my wife 4 times and still isnโ€™t connected to my account. 

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LeonPandora
Moderator
Moderator

@Tiny303 Welcome to Community!

I have created a ticket with our support team for you.

They will be contacting you privately via email to help look into this further, so please keep an eye out for their message.

Thanks for your patience in the meantime!

Leon | Community Moderator
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goonie101
Local Performer

When my 2 family members try to accept the invitation to my family plan they both get the message "already subscribed".  However when they open their pandora account they are not on the family plan and still don't have access to premium features. Please help

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Thedude91
Local Performer

I'm on the family plan, and have accepted the invite but it's not active on my account, and I keep getting ads. Why do I see so many issues on here ? Is this not something that can be fixed ? No sense in paying for something that doesn't even work !

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AdamPandora
Community Manager
Community Manager

@goonie101 I do see you were able to successfully add two other users to your Premium Family plan yesterday.

If they are still having trouble, please have them sign out of Pandora on their devices, and then sign back in using the email addresses associated with the accounts you added to the plan.

Let me know how it goes.


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AdamPandora
Community Manager
Community Manager

@Thedude91 I'm showing your account is still set up with the free service.

Please have the main account holder of the plan contact our support team directly here, and they'll be happy to further assist with this.

Thanks for being a part of the community!


Adam | Community Moderator
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