What should I do if YouTube Premium cannot be used / becomes inactive / shows ads after joining a family group?

If your YouTube Premium still shows ads after joining a family group, or if you cannot use Premium membership benefits normally, you can submit a restoration request through the “Quick Processing Channel.”

1. Applicable situations

If you encounter any of the following situations, you can prioritize using the “Quick Processing Channel” to submit a request:

• You have joined a YouTube family group, but Premium benefits have not taken effect
• Ads still appear when watching YouTube videos
• YouTube Music cannot be used normally
• Family group abnormality
• You received an email from Google about “a problem with the family group”

2. Please confirm before submitting

Before submitting through the “Quick Processing Channel,” please first confirm whether your Google / YouTube account is still in the current family group, and check whether the family manager email address matches.

1. Check whether your account is still in the family group

Please click the link below to check the family group status of your current Google / YouTube account:

Click to check whether there is a family group

If the page shows that there is no family group, it means your account may have left the family group.

Please note:

• If you have already left the family group, please do not continue submitting a quick processing request.
• If your account has already left the family group, even if that family group is restored later, your account will no longer be able to continue using the YouTube Premium benefits of that family group.
• If Premium becomes inactive, ads still appear, or the family group is abnormal, please do not leave the current family group.
• If the page shows that the current account has no family group, please contact manual customer service through a support ticket.

2. Check the Family manager email address

Please confirm whether the Family manager email address shown on the GoingBus subscription page matches the manager email address shown on the Google family group page.

At the same time, please check whether the Google / YouTube account currently joined to the family group is the same as the account you submitted on GoingBus.

Steps:

1. Log in to the GoingBus website and go to the “Subscriptions” page.

2. Find the YouTube subscription that needs to be handled.

3. Check the Family manager email address shown on the subscription page.

4. Click the link below to open the Google family group page:

Click to view Google family group

5. Click the Family manager on the Google family group page to expand the manager information.

6. Compare whether the manager email address in the Google family group matches the Family manager email address shown on the GoingBus subscription page.

7. Check whether the Google / YouTube account currently joined to the family group is the same as the account you submitted on GoingBus.

Confirmation results:

• If the Family manager email address matches, and the current Google / YouTube account is also correct, you can continue submitting a restoration request through the “Quick Processing Channel.”
• If the Family manager email address matches, but the Google / YouTube account currently joined to the family group is different from the account submitted on GoingBus, please first click “Change Email” and change it to the correct Google / YouTube account, then continue submitting a restoration request through the “Quick Processing Channel.”
• If the Family manager email address does not match, or if the Google family group page shows that there is no family group, please do not submit a quick processing request. Please contact manual customer service through a support ticket.

3. Submit a restoration request through the Quick Processing Channel

1. Click “Quick Processing Channel”

Go to the “Subscriptions” page, find the YouTube order that needs to be handled, and click “Quick Processing Channel” in the order.

2. Select a processing option

After the pop-up shows “Wait for family group restoration,” click “Continue to choose.”

3. Open the Google family group page

Follow the page instructions to go to the Google family group page.

You can also directly click the link below to check:

Click to check whether there is a family group

4. Expand the Family manager information and take a screenshot

On the Google family group page, click Family manager, expand the detailed information, and take a screenshot.

The screenshot must include both:

• Family manager email address
• Your currently logged-in Google / YouTube account email address

5. Upload the screenshot and submit

Return to the GoingBus page, click the image upload area, upload the screenshot you just took, and then click “Submit Now.”

Please make sure the image is successfully displayed before submitting.

6. Wait for the processing result

After submission, the subscription page will show that it is being processed.

After processing is completed, the page will update to “Active.” Please pay attention to changes in the subscription page status or email notifications.

4. Screenshot requirements

To help staff confirm the family group that needs to be restored, please make sure the screenshot is clear and complete.

The screenshot must clearly show:

• Family manager email address
• Your currently logged-in Google / YouTube account email address

Please note:

• Do not only capture a single email address. Both the family manager email address and your account email address must be visible at the same time.
• Do not cover, crop, or blur the email information.
• After uploading, please confirm that the file is displayed on the page before clicking submit.

If the screenshot is missing either email address, the system will not be able to confirm the family group that needs to be restored, and the request may not be approved.

5. What should I do if the waiting time is long?

If you have waited for a long time after submitting through the Quick Processing Channel, or if the page option does not solve the issue, you can contact manual customer service through “My Tickets” for further handling.

Steps:

1. Go to the “Subscriptions” page on the GoingBus website.
2. Click “My Tickets.”
3. Click “Create New Ticket.”

4. Select the corresponding YouTube subscription.
5. Select the issue category: Unable to Log In / Unable to Use Account (Products Not Working Properly).
6. Select the specific issue.
7. Describe your situation in “Issue Details.”

6. Reference text for support ticket issue details

You can copy the following content and modify it according to your actual situation:

My YouTube Premium still cannot be used normally. My account is still in the family group, but ads still appear when I watch YouTube.

I have already checked the Family manager information and submitted a screenshot through the Quick Processing Channel. Please help check and restore my membership benefits. Thank you.

7. Frequently asked questions

1. What should I do if I have already left the family group?

If you have already left the current family group, please contact manual customer service through a support ticket.

Please note that Google accounts usually can only switch family groups once every 12 months. If your account shows that it cannot join a new family group, you can use a new Google / YouTube account to click the invitation link and rejoin our family group for use.

2. How do I check whether I am still in the family group?

Please click the link below to check:

Click to check whether there is a family group

If you can see the Family manager information on the page, it means the current account is still in the family group.

If the page shows that there is no family group, or if you cannot see the manager information, please contact manual customer service through a support ticket.

3. Why do I need to upload a Family manager screenshot?

Because we need to confirm whether the family group you are currently joined to matches the family manager shown on the GoingBus subscription page.

If the manager email address matches, it means your account is still in the correct family group, and you can submit a restoration request through the Quick Processing Channel.

If the manager email address does not match, you may have joined another family group, or the current family group information may not match. Manual customer service will need to verify and handle it further.

4. What should I do if the family manager email address does not match?

If the Family manager email address shown on the GoingBus subscription page does not match the manager email address on the Google family group page, please do not submit a quick processing request.

Please contact manual customer service through a support ticket and provide the relevant screenshots. Staff will verify and handle it for you.

5. What should I do if I am in a hurry?

If you need urgent help, you can contact manual customer service through a support ticket and ask whether you can join a new family group.

However, please note that YouTube family groups usually can only be changed once per year. If your Google / YouTube account shows that it cannot join a new family group within 12 months, you will usually need to use a new Google / YouTube account to click the invitation link and join.

We recommend operating under customer service guidance to avoid being unable to continue using family group benefits due to leaving, repeatedly joining, or making an incorrect operation on your own.

6. What should I do after submitting through the Quick Processing Channel?

After submission, please wait for the processing result. It usually takes 3–4 days.

During processing, please note:

• Do not leave the current family group
• Do not repeatedly submit the same issue
• Pay attention to email notifications
• Keep your Google account status normal

After the restoration is completed, we will compensate you with corresponding usage time based on the actual period during which you were unable to use the service.

8. Situations where you need to contact manual customer service

If any of the following situations occur, please contact manual customer service through a support ticket:

• The Google family group page shows that there is no family group
• The Family manager email address does not match
• You have already left the family group
• You cannot confirm the current family group status
• The page prompt does not match the actual situation
• You have submitted through the Quick Processing Channel but have waited for a long time
• The Quick Processing Channel option did not solve the issue

Updated on: 03/07/2026