It's sad because Express VPN used to be terrific, but they just haven't kept up with technology. Whenever I attempt to employ the service to hide my IP address, it's often detected and many websites block the service and suddenly I do not have access to my accounts unless I turn Express VPN off. And try getting help with a connectivity problem... good luck! This is their favorite phrase: "We seem to have exhausted all possible resolutions at the moment; try again at a later time." So save your money! Either look for another more responsive VPN with better customer service, or just let it go. Express VPN is not worth the price.
See https://help.geni.com/hc/en-us/articles/229704067-What-are-my-management-options- for information about how you can take over management of your family's profiles. We have hundreds of volunteer curators, plus our support staff at misconduct@geni.com, to help you.