Secondary Member cannot be Primary Member

[WendyPNW]

I am trying to add my spouse to my account in account details, but each time I select add second member I get an error message of: "Sorry, the secondary member name must not match the primary member name. Please enter a different name.". BUT I don't see this person listed anywhere in my account details. I am listed as the primary member.

[JeffreyBR549]

And in our case, we share the same email address and yet it expects us to each have our own.

[AARPJanelleM]

@WendyPNW Hi Wendy, here to help! I tried to send you a private message here on the Community site, but it looks like you don't have private messages enabled. If you'd like to enable private messaging, and send me a direct private message with the info for your secondary member, I'll be happy to get them added to your account. Learn how to enable private messages here: How to Send a Private Message

Also, if you'd rather have this handled over the phone, we can be reached at 1-888-OUR-AARP (1-888-687-2277). We look forward to speaking with you further!

[ArivanhS756951]

Same thing is happening to me

[AARPJanelleM]

@ArivanhS756951 Hi Arivanh, let me fix this! Please send me a private message with your secondary member's full name and date of birth, thank you! Here are the steps to send a private message: How do I send a private message

[ThelmaA35214]

Hi @AARPJanelleM I am having the same issue trying to add a secondary member to my account.  I get the same error message as noted in the original email thread.  The name being added has the same last name as me, but the first name is different.  Also, I tried to follow the steps you provide to enable private message, but the "Private Messenger" section in the "Settings" does not even appear there for me.  I did find a "My Private Messages" link on my "Community Profile" page, but when I click on it, I get an "Access Denied" message.  Any help would be appreciated.

[BeatriceF965858]

Same issue here. Why don't they just fix the website??

[TinaV584586]

i agree, I'm having the same issue. It's clear from the messages that it's been happening for at least a couple of years. Why can't they just fix it?

[AARPConsumerCare]

@TinaV584586 I'm sorry you're having trouble, but I can help! Please reach out in a private message with your secondary member's full name and birthdate, and I'll be happy to add them for you. Visit https://help.aarp.org/s/article/contact-aarp?cmp=SNO-LITHIUM---&socialid=14013457298 to chat, text, or call 1-888-OUR-AARP (1-888-687-2277)

I look forward to hearing from you.  Jodee R. 

[AARPConsumerCare]

Hello @BeatriceF965858, thank you for your continued support. This is certainly not the type of experience we want you to have. Let me help you add a second member to your account. When you get a moment, please send me a direct message with your AARP membership number, your secondary member's full name and date of birth, so I can access your account and add your secondary member to it. You can also chat with an agent by clicking the CHAT icon on the right side of the screen. I look forward to hearing from you. - Daniela R. 

[GeorgeP489169]

same problem, can you help and fix the website for the next member?

[AARPConsumerCare]

I'm sorry to hear you're having issues adding a secondary member to your account, @GeorgeP489169. Please send us a private message or use the "CHAT" feature located at the bottom of the page. Thank you. - Diana G.

[AARPJanelleM]

@ThelmaA35214 Hey Thelma, let's get this fixed! Please give us a call when you have a moment: 1-888-OUR-AARP (1-888-687-2277).

[JohhnL634304]

And as mid September 2024: Problem remains. Since I have the same problem

[AARPConsumerCare]

Hi, @JohhnL634304, I'm sorry to hear you're having issues adding the secondary member to your membership. Please send me a private message with your name and mailing address to locate your account. I will be happy to help you with this. Thank you! - Diana G.

[AndrewP558053]

December and this problem still exists. I can't add my spouse, getting the error "Sorry, the secondary member name must not match the primary member name. Please enter a different name."  ... and the article for how to send a private message returns that that article has been permanently deleted.

[AARPConsumerCare]

@AndrewP558053  I'm sorry you're having so much trouble, but I'm happy to help! To use this service for private messaging, you'll need to ensure it's enabled. Here is the link: https://aarp.info/47hWcl7 Take care!  Jodee R.  

[AndrewP558053]

That would be great if that option appeared for me. It doesn't (see attached screen capture). I just need to add my wife. It really shouldn't be this difficult.

[AARPConsumerCare]

@AndrewP558053  I'm happy to help! Please enable private messaging, so you can reach out to me with your account information, and I'll be able to add her for you. 

To use this service, you'll need to ensure it's enabled. Go to https://aarp.info/47hWcl7 or use these steps: 

1. Log in using your http://aarp.org?cmp=SNO-LITHIUM---&socialid=15510516689 online account at community.aarp.org 
2. Click on My Settings in the top right corner of the community 
3. Select the Preferences Tab 
4. Select the Private Messenger Tab 
5. Ensure the box labeled Turn On Private Messages is checked
6. Click Save    Thank you!  Jodee R.

[AndrewP558053]

The problem, as stated before and shown above is there IS NO “Private Messenger” tab. I have used several browsers, both Mobile and on the computer. This is getting beyond frustrating.

[AARPConsumerCare]

I can understand your frustration, @AndrewP558053. I've reported the missing feature. Please chat, text or call us instead: https://aarp.info/3ep07lD Thank you. - Diana G.