Still hearing ads on Family Plan

[rocksolid]

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

[Vstringer1962]

I have Pandora premium for family. My wife does not get ads but I do. Why?

[AdamPandora]

@Vstringer1962 It doesn't look like your invitation to join the plan was accepted yet.

I've gone ahead and manually added the account to your plan on my end.

If you continue to run into issues, you will need to contact our support team directly for further assistance here.

Hope this helps!

[Philip2316]

Me and my wife payed for the family plan from her phone an iphone and when i accept the ivite to my account nothing is working. Still getting adds. Wont give me the option to download music or go off line

[AdamPandora]

@Philip2316 It doesn't look like you are logged into the account your wife added to the Premium Family plan.

You will need to sign out of your devices, and then sign back in using the email address associated with the account that was added to the plan.

If you are unsure what email address to use, your wife can verify by logging into her account, going to Settings > Subscription > Manage Family.

You can then sign into your device using the email address she sees there.

Hope this helps!

[Shan]

I just paid for the Premium Family plan for the year and when I went to help my mom log into her account, Pandora just keeps pulling up her Basic plan instead of upgrading her.  How do I get this fixed? It works fine on her pc but not in the app on her phone.

Shannon

[AdamPandora]

@Shan It sounds like she may be logged into the wrong account on her phone.

I recommend signing out of the app on that device, and then signing back in using the email address associated with the account you added to your plan.

Let me know how it goes.

[Sjohn69]

I'm having the same issue, although I don't have ads...but my wife does. I added her and she has unlimited skips on songs but ads are still coming thru.

Did your issue get resolved? I'd like to find out how. Thanks

[AlyssaPandora]

Hey there, @Sjohn69. 👋

Thanks for letting us know about this.

We'll need to gather your wife's email address so I created an email support case for you. Someone will reach out to you via email to gather more details and offer further assistance.

Please keep an eye out for their message - if you don't see it soon, 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. 🎧

[mfranco]

I have a premium family plan and have sent an invite to my wife to share. She accepts but is still getting adds even though it says she has the family plan.

[AdamPandora]

@mfranco From our end, it doesn't appear that she accepted the invitation yet.

We've gone ahead and accepted the invitation for her on our end.

If she's still hearing ads, please have her sign out, and then sign back in using the email address you sent the invitation to.

Let me know how it goes.

[Ulfheid]

I added my dad to the family plan, he still can't skip songs without commercials. Help!

[AdamPandora]

@Ulfheid It sounds like he may be logged into the wrong account on his device.

I recommend having him sign out of the app on that device, and then signing back in using the email address associated with the account you added to your plan.

If you are unsure what email address for him to use, you can verify this by logging into your account, and going to Settings > Subscription > Manage Family.

He can then sign into his device using the email address you see there.

Let me know how it goes.

[Fatster]

I am not hearing ads, but, the other members of my family plan are? How do we fix this?

[AdamPandora]

@Fatster I do see you have added two other accounts to your Premium Family plan.

If those two people are still hearing ads on their devices, please have them sign out, and then sign back in using the two email addresses you sent the invitations to/added to your plan.

Let me know how it goes.

[Fatster]

@AdamPandora It did not work. They are still hearing ads

[AdamPandora]

@Fatster 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!

[AgentAndrew0]

 

 

I’m part of a family group but the app won’t let me use premium features, but when I hit the upgrade button it takes me to a webpage that confirms I’m in a family group!

mod edit: changed title for clarity

[AlyssaPandora]

Hi, @AgentAndrew0. 👋

Thanks for your post around this, and sorry for any inconvenience.

I do see that your account is upgraded and that you're a member of a Premium Family plan. 

Are you still having trouble listening to on-demand content from your iOS device?

Let me know. 🎧

[spdypatg]

I have been inviting family to join in my plan and I’ve been told by support that my invites have been add and no one has received any invites and we are all still hearing commercials. Why am I paying for if I’m not going to get the features I paid for

[AdamPandora]

@spdypatg I do see you have an open case with our support team regarding this issue.

If you have any additional questions, please make sure to reply back directly to the email they sent you, and they will be happy to further assist.

Thanks for being a part of the Community!