F.A.Q.

How to keep your Deezer account SAFE and SOUND

  • 21 February 2019
  • 60 replies
  • 12412 views
How to keep your Deezer account SAFE and SOUND
Userlevel 7
Badge +7
  • The Godfather
  • 14348 replies

"Someone is using my account!"
"I get ads when I'm a Premium subscriber"
"I get a message saying my account is being used on another device"


giphy.gif
Here at Deezer, we care a lot about the security of your personal data. That means we do all we can to ensure all your information is monitored appropriately and safeguarded to the highest standards.

But we can't do everything! You also need to do a bit to make sure you're covered too.
Here are a few tips for you to keep everything private and safe:

  • use different passwords: if you use the same password across different devices and platforms, you're taking a great risk. If one of these platforms/services has a security breach, your other accounts can be compromised as well
  • use a tough password: it might not be as practical as you'd want, but using a strong password is often considered one of the best ways to stay safe online. Give yourself one or more special characters, use numbers and letters in a varied way
  • don't get too attached to it: regularly change your password following a similar approach to the one above. If your password has been compromised, this step adds another layer of security
  • keep things up-to-date: regularly check for firmware/software updates. Generally speaking, the more up to date your firmware/antivirus software is, the more secure your system will be
  • be careful when opening links: if you open a link in an email that takes you to a page where you’re required to enter any personal details, such as passwords or payment information, make sure the website is legitimate. And don't forget: we'll never ask for your password in an email. Partial payment details may be requested, but only within support situations. For your security, we'll never ask for full payment details
  • don't forget to logout: whether you’re at work, school, the library, or simply using a device that isn’t your own, remember to log out after using Deezer to prevent others from gaining access to your account.
  • be a selective sharer*: these days, there're a lot of opportunities to share our personal information online. Just be cautious about what you share, particularly when it comes to your identity information. This can potentially be used to impersonate you or guess your passwords and logins

It's also very easy to reset your password, so you can do this at any time. And if your email address was changed without your consent, please get in touch with our support team.

*note: social media logins like Google or Facebook also have an added risk. If you're changing your passwords, make sure you unlink the account from these platforms first. You can always link them again straight after.


60 replies

Userlevel 7
Badge +10

If you suspect your account has been compromised and you changed all your password, 

remember you can contact our Costumer Care and the can force log out of all devices to make sure your are the only one connected to your account!

The issue with this FAQ and the responses from Deezer is they make it the user's problem.

If you don't show logins that occur via any mechanism people won't know whether their account was compromised. If you don't force logouts for every authenticated application on a regular basis resetting the password or email won't fix anything. These are really basic, there's no excuse. And worse, there isn't enough information available to users to investigate and figure it out themselves. If you don't take care of paying customers why wouldn't they switch to Spotify?

Hey @Micka-Aile ! Thanks a lot for all information provided. I can hear you and we are working in order to improve our security measures :) 

However, here are a few important things you can do to help secure your account details (not just for Deezer, by the way):

- regularly check for malicious software on your devices (if it's a family account, every family member should be reminded)

-do not use the same password / e-mail combination for all online services

-change your password regularly and choose strong password combinations

 

I apologise for the inconvenience and let me know if you have any further questions. :)

 

 

It really make one wonder how long it takes for the Deezer crew to do ANYTHING about security. Not a single thing has happened in the last 3-4 years. 
If a two-factor authentication is so difficult to implement, why does everyone else have it? Are they better than Deezer? 
I switched from Spotify to Deezer back in 2018, but seeing as the Deezer Team doesn’t give a rats ass about security, I’m thinking about going back. Yes, soundquality is not that good, but at least the account is safe...

I'd love to get a 2-factor login, and/or a notification whenever a login from a new device happens. Can we make that happen?

I think that would be really important! Im always getting emails as if I would click forget my password when I did not!

Userlevel 7
Badge +6

I see that most people complaining about weird devices in YOUR device list.

I have Hifi family with besides me of three persons on it. When the YOUR devices term is a bit confusing, all the devices I see actually are one mine and one from each member of family.

You may not have hackers.

If you see any music you do not listen. That can be solved too. Do NOT share Family account using profiles, instead make each person INDEPENDENT account. This way grandma won’t accidentally use YOUR profile weird music you aren’t listening to. Also are you listening on other device.

This will go away as well. As you and your grandma won’t be on same profile anymore.

You can clearly see that our Deezer Family is keen into Samsung phone. And why is that? It’s made in Korea and is not made in China you can get half the price breaking on you very next day.

The A51 phone is twice a family, so I hope it could be named like device 1 or device 2.

Just to make it clear. A40 is my Samsung phone.

Userlevel 7
Badge +7

Thanks for letting us know @Baboelash super good feedback!

Yes, our teams are actually looking into improving this in the future. Please register your support here:

 

when logging in to Deezer by using your google account it ignores the 2-step authentication of google.

I tried it yesterday with a co-workers account on desktop, who has 2-FA on with mobile phone linked, to my suprise I could login to his actual google account.. not only access deezer, but got access to all of his google account with multiple pre-saved passwords for other websites outside deezer..

Tried to contact google about this, because the whole idea of 2-FA fails prety hard here, and they said I should report it to Deezer. 

I know it's not a major security issue, but one that's kinda sloppy. 

Userlevel 6

I agree, @Harmonie 

But the email notifications should be working. Have you got these notifications on in your preferences?

I'm also double-checking here about which email notifications you should be getting as well.

Yes, I just looked into it now. Email notifications are all checked ✔️

Userlevel 7
Badge +7

I agree, @Harmonie 

But the email notifications should be working. Have you got these notifications on in your preferences?

I'm also double-checking here about which email notifications you should be getting as well.

Userlevel 6

Why doesn't Deezer offer 2FA ?

Or at least a email informing me if my credentials have been used to login on any device, at any time, anywhere.

2FA & Email notifications is a must. 

Userlevel 7
Badge +7

Hey @Khachik Shahzadyan 

Apologies for the poor experience.

I've carried out some maintenance to your account and sent you a password reset email, just in case.

Please change your password and try again! Let us know how it goes :relaxed:

Could someone check my account I can’t play music on my phone, after some seconds it is saying that other device is using my account, but it is not.. I was removed all connected devices but the issue not solved

It’s done !

I will let you know if it happens again. 
If not, thanks for your help ! 😊

Userlevel 7
Badge +7

Hi @jaiinbeety I have killed session in all devices where the account could be open and I sent you a password request link to your email. Please click on the link and enter a new password. Also make sure to read the info above in this topic.

If the problem persists, do not hesitate to contact me again.:nerd:

Hello,

 

since this morning apparently someone is using my account…

ive changed my password but it did it again a few minutes later so the issue isn’t resolved. 
 

Please  help !

Userlevel 7
Badge +7

Hi @Marcos Guzman I have killed session in all devices where the account could be open and I sent you a password request link to your email. Please click on the link and enter a new password.
If the problem persists, do not hesitate to contact me again.:relaxed:

 

When I try to play anything it cuts out and I get a message saying my deezer account is in listening mode on another device. I am the only one using it tho and my phone is the only device connected to my account. Have I been hacked? 
I have tried to remove my phone from my devices but I can’t find an option to do so. I’m a member since 2014 and I’m thinking to switch to Spotify because this is so frustrating I change my password a several times and still saying the same  

 

Userlevel 7
Badge +7

Hi @ChrisN  I have killed session in all devices where the account could be open and I sent you a password request link to your email. Please click on the link and enter a new password.

If the problem persists, do not hesitate to contact me again :nerd:

i have the feeling my account has been hacked.

I've changed my password and email address but it keeps playing songs i do not listen to and the app throws me out when someone ( i do not know) is listen to strange songs.. 

also i have deleted  all the Connected devices but still nothing changed.. 

Can someone help me?

Userlevel 7
Badge +7

Hi @Khachik Shahzadyan I have done some maintenance in your account and closed session in all devices where the account could be open and I sent you a password request link to your email. Please click on the link and enter a new password and check the tips above in this page.
If the problem persists, do not hesitate to contact me again.:nerd:

every day I see there are some tracks added to my favorite tracks list but it is not me. I was remove all account connections but it does not help

Userlevel 7
Badge +7

Hi @Sunny.Genin 

I’ve made some adjustments in your account (unlink devices and closed Deezer in any device where it might been opened) and also sent you a password recovery link.
Please read the information above in this topic and proceed to reset your password.
If problem persists do not hesitate to contact me again:nerd:

Hello,

This popup comes all the time:

My deezer account is on listening mode on other device. I have only one device.

Tried everything, changed password, uninsralled, reinstalled, all for nothing.

Please assist, this is very frustrating.

Userlevel 7
Badge +7

Hey @Wiley11 
I have unlinked all devices and also closed session in any device Deezer might be opened. Also sent you a password reset link.
Please read the article above in order to keep your account safe.
Let me know how it goes

apparently someone else is listening to music at the same time as me? I've cleared all linked accounts/devices, changed password and cleared the cache, problem still happening. ongoing problem for last 3 days 

Reply