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πŸš¨β€‹β€‹β€‹β€‹β€‹β€‹β€‹ BREAKING NEWS: Deezer Premium/Family πŸš¨β€‹β€‹β€‹β€‹β€‹β€‹β€‹ (Update)

πŸš¨β€‹β€‹β€‹β€‹β€‹β€‹β€‹ BREAKING NEWS: Deezer Premium/Family πŸš¨β€‹β€‹β€‹β€‹β€‹β€‹β€‹ (Update)
Jaime.Deezer
Community Manager
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Update:
Our technical issue, which affected subscribers by incorrectly displaying them as free users, has been resolved.
All impacted accounts have been rectified.
We apologise for any inconvenience this may have caused and sincerely appreciate your patience and understanding throughout this process.
Thank you for your support.


Dear Community users, 

We're currently facing a technical issue where some premium & family subscribers are incorrectly showing up as free users.
Rest assured, our team is working diligently to fix this issue as quickly as possible.
We apologise for any inconvenience this may cause and appreciate your patience and understanding.
Updates will be provided as soon as the problem is resolved

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39 replies

  • Tiny Dancer
  • 1 reply
  • May 10, 2024

In Germany too . I am a Deezer familly user and show that i need to bun premium πŸ˜‚πŸ˜‚


LeonΓ­dia.Deezer
Community Manager
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Hi @Romania22, I'm sorry to hear that you were one of the users affected by this situation.

Could you please check if now your plan is already active?


  • Tiny Dancer
  • 7 replies
  • May 10, 2024

Will the people who had paid to resubscribe despite having active subscriptions getting a refund?? Because I paid despite having an active subscription before realizing there is a bigger issue happening and I didn’t happen to do something wrong


+1 Deezer family user affected

We are doing a road trip today so it's very frustrating.


LeonΓ­dia.Deezer
Community Manager
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Hi @DaphneCW, I'm truly sorry for the situation you're facing.

Here are the possible solutions to address your case:

  1. We can refund your subscription and add the missing days corresponding to the payment you made earlier. or
  2. If your payment was processed through Google, you can wait until your current subscription expires. Once it transitions to a free account, we'll make sure to credit the missing days to your subscription.

  • Tiny Dancer
  • 7 replies
  • May 10, 2024
LeonΓ­dia.Deezer wrote:

Hi @DaphneCW, I'm truly sorry for the situation you're facing.

Here are the possible solutions to address your case:

  1. We can refund your subscription and add the missing days corresponding to the payment you made earlier. or
  2. If your payment was processed through Google, you can wait until your current subscription expires. Once it transitions to a free account, we'll make sure to credit the missing days to your subscription.

How would I be able to get the first option?? Would it still be an eligible option if it did go through google??


  • Tiny Dancer
  • 2 replies
  • May 10, 2024

πŸ˜™


LeonΓ­dia.Deezer
Community Manager
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Hi @Lorenz Rahlfs, I checked your account and your plan was already active.

Feel free to get in touch if you need help.

 


  • Tiny Dancer
  • 2 replies
  • May 10, 2024
LeonΓ­dia.Deezer wrote:

Hi @Lorenz Rahlfs, I checked your account and your plan was already active.

Feel free to get in touch if you need help.

 

mine is . thanks !

LeonΓ­dia.Deezer
Community Manager
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Hello @DaphneCW, any option I can do this for you.

Just let me know what you want to do.


  • Tiny Dancer
  • 7 replies
  • May 10, 2024
LeonΓ­dia.Deezer wrote:

Hello @DaphneCW, any option I can do this for you.

Just let me know what you want to do.

I would like option 1 thx


LeonΓ­dia.Deezer
Community Manager
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Hi @DaphneCW, the issue has been resolved.

Could you please check if everything is okay with your account?


  • Tiny Dancer
  • 7 replies
  • May 10, 2024
LeonΓ­dia.Deezer wrote:

Hi @DaphneCW, the issue has been resolved.

Could you please check if everything is okay with your account?

It says I have been refunded and my subscription will end on the 29th of this month


LeonΓ­dia.Deezer
Community Manager
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@DaphneCW, on the 29th, you simply need to subscribe again.


  • Tiny Dancer
  • 7 replies
  • May 10, 2024
LeonΓ­dia.Deezer wrote:

@DaphneCW, on the 29th, you simply need to subscribe again.

Okay. Thank you


  • Tiny Dancer
  • 1 reply
  • May 10, 2024

Mine still doesn’t work how do I get my family plan back?


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  • Runaway Baby
  • 10 replies
  • May 10, 2024
Jaime. wrote:

Update:
Our technical issue, which affected subscribers by incorrectly displaying them as free users, has been resolved.
All impacted accounts have been rectified.
We apologise for any inconvenience this may have caused and sincerely appreciate your patience and understanding throughout this process.
Thank you for your support.


Dear Community users, 

We're currently facing a technical issue where some premium & family subscribers are incorrectly showing up as free users.
Rest assured, our team is working diligently to fix this issue as quickly as possible.
We apologise for any inconvenience this may cause and appreciate your patience and understanding.
Updates will be provided as soon as the problem is resolved

 

my account is still having the issue. Can you rectify please.


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  • Runaway Baby
  • 10 replies
  • May 10, 2024

i am a deezer family hifi subscriber. just paid last 5/5/2024. now deezer is saying β€œdeezer is not available in my country”.


Jaime.Deezer
Community Manager
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  • Author
  • Community Manager
  • 5104 replies
  • May 10, 2024

@Kath1357642 Please contact our Deezer Support Team and provide the email linked to the account and one of our agents will be able to help.
Thanks


Jaime.Deezer
Community Manager
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  • Author
  • Community Manager
  • 5104 replies
  • May 10, 2024

@Bal Censon it should be working now.
Thanks 


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  • Runaway Baby
  • 10 replies
  • May 10, 2024
Jaime. wrote:

@Bal Censon it should be working now.
Thanks 

i am still having problems


Jaime.Deezer
Community Manager
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  • Author
  • Community Manager
  • 5104 replies
  • May 10, 2024

Could you please logout and login again? If that doesn’t work, please get in touch with our Deezer Support Team.
Thanks


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  • Runaway Baby
  • 10 replies
  • May 10, 2024
Jaime. wrote:

@Bal Censon it should be working now.
Thanks 

i can play on my desktop but my other devices can’t. Also, i cannot add my family members.


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  • Runaway Baby
  • 10 replies
  • May 10, 2024
Jaime. wrote:

@Bal Censon it should be working now.
Thanks 

it seems good now. Thanks!


  • Tiny Dancer
  • 1 reply
  • May 10, 2024

Bummer issue. Now my family members aren't appearing on my account. Really annoying