If the "Switch to Family Plan" button is missing, or you see the message "We couldn't switch your plan. Your current subscription isn't eligible", one of the reasons below applies.

If you are already on a Family Plan, as the manager or as a member, the card shows "Manage" instead. Members who want their own plan should read I'm on someone else's Family Plan. How do I start my own?

This happens when an account ends up with two subscriptions at once, for example an older annual one alongside a newer monthly one. We stop the switch so that you are not charged twice or credited the wrong amount. Message us and we will tidy the account up first.

We charge the Family Plan in one currency per account. If your current subscription uses a different one, the switch cannot go ahead. The message reads "Active subscription in a different currency". Message us and we will help.

Now and then we cannot confirm where your subscription came from. This is usually temporary. Wait a few minutes and try again. If it keeps happening, message us.

If you see "Session Expired", log in again and try once more.

Message us using the chat icon. Please tell us:

With those three things we can usually fix it in one reply.