Apple HiFi Trial / Subscription issues

Thanks @GropplerZorn. I did contact Deezer Support and unfortunately they weren’t able to help, saying that this was an Apple issue. I disagree, since it’s showing as a valid trial through Apple. Seems reasonable for Deezer to honor that. 

I’ll try your suggestion about finding the appleid.com login address. 

This isn’t answered or resolved - I didn’t mark it complete. I see no way to find that apple user ID email address. 

Contact Apple, it is their subscription.

Best of luck.

I spent 20 minutes with Apple - chat transcript below. They’ve confirmed that the trial is active and this is a problem with Deezer’s subscription code implementation. Where can I report a bug? 

07/21/2022 1:02 PM
You are chatting with Lina. Your case number is 101755860528.

Thanks for contacting Apple Support. My name is Lina. How can I help you?
Max, welcome to Apple Support we hope that you have a good one! We really appreciate all the Information that you provide to me, it’s really helpful to start the case.
Hi there. Did you see the initial chat?
Oh no Max, sorry but no! Do you've the Case ID by any chance.
Order MQKNG1WNQ0 - Deezer is saying that the trial has expired already. But it should be valid until September
Case 101755860528
Thank you so much for the Case ID, allow me just a moment please!
1:07 PM
System MessageJust a few moments.

1:08 PM
Max I'm tried to check the Case ID information but the once that you sent is the one of this interaction not the one from the previous advisor. But no worries, I appreciate you bringing this to our attention! I know how important can be this for you. I’ll definitely do all that I can to help you with this.
By any chance can I have please the screenshot of the error message that you get from Deezer
1:09 PM
Screen Shot 2022-07-21 at 1.09.38 PM.png
Screen Shot 2022-07-21 at 1.09.12 PM.png
Screen Shot 2022-07-21 at 1.09.03 PM.png
1:11 PM
Thank you so much for the information and the email details too. Do you've any email or information when we could confirm the timeframe of the free trial? Where we could confirm that the trial could be available until September?
IMG_7058.jpeg
1:12 PM
Screen Shot 2022-07-21 at 1.12.36 PM.png
1:13 PM
You're so kind, Max I was checking the subscription information on your account and as we can see on the image, the subscription is still active. Just to confirm, do you get any recently charge from deezer Max?
No, they're saying that the trial has expired and I've lost access
It seems like a glitch on their side, but they said it was an Apple problem
Gotcha, well at this time all with apple is good, the account is enabled, the subscription is active.. I would like to confirm, which is the email that you use on your deezer account?
xxxx@xxxxxx.xxx
1:17 PM
Thank you
Could you please go to settings > your name > Media & purchases > view account.
If you can share with me a screenshot of that screen it would be really helpful.
File.jpg
Okay Max.
By any chance did you try to remove the Deezer app and then reinstall? This could help us to refresh the account information.
1:21 PM
Yes. I've also tried "Restore Subscription" but it's still showing as a free plan, not a HiFi trial
I think their trial system is broken, and only gave me a 30 or 45 day trial. But Apple shows 90 days.
However they're saying it's not their fault
1:23 PM
I think the same Max... let me explain. Apple is in charge of the subscription and Payment Method information on your account. The authorizations, the subscription statuses, the account status too, the App Store performance for updates and downloads as well.
The app developer should provide the access to the subscription and the content taking in consideration that was already approved with a payment
I woudl like to recommend contact them again showed the information that we provided and the images that you sent before, but I would like to check if I could find more info, Please allow me to check my resources with Apple and investigate for you. I would like to take 3-5 minutes to research this a bit further and find a way to resolve your issue.
OK
Thank you
1:27 PM
System MessageJust a few moments.

1:28 PM
Max Thank you for the time!
We'll try to do the refresh of the information
Before that I would like to confirm if you're able to restart your iPhone or you're chatting with me using it?
I can restart. I'm chatting on a computer
Amazing!
So please go to settings > your name > Media & purchases > sign out.
Then, to force restart your iPhone, Press and quickly release the volume up button, press and quickly release the volume down button, then press and hold the side button. When the Apple logo appears, release the button.
ok restarting
Let me know please once the Device is on again }
done
Cool, so please follow the same steps until media & purchases and sign in back.
Test to use the subscription again nd let me know if it works
No change
Got it, please allow me just a moment!
1:35 PM
I’m still investigating your inconvenience. Allow me few minutes.
1:37 PM
System MessageJust a few moments.

Thank you for the time Max.
I would like to test the account performance using a different Device. So please on your computer go to the web site from Deezer and try to sing in using the same account
Please check if you're able to play some music and confirm if the issue persist
No, same issue
Screen Shot 2022-07-21 at 1.38.32 PM.png
1:40 PM
Max I really appreciate you time and your patience working with me, at this time all the process that we complete by apple support are complete and with out any problem.

As I mentioned Max is probably that their trial system is broken and in this case this app is a third party app that is not created by Apple so the most beneficial for you is contact the app developer support in order to request a solution from them.

You can show them our interaction and the information that we gathered today together!
And they should provide the most beneficial solution to provide al the time that you was offered

Hi @mse 

I don't see anywhere in the transcript where it says that Apple has confirmed that there is a problem with deezer subscription code. What you do have is an Apple representative who is speculating as to a possible cause.

But no matter, the question remains, what login are you using to sign into your deezer account, whether on the web page or through your iPhone?  I personally had a deezer trial subscription through Apple more than a year ago when I first tested deezer, and I used a login name similar to the one that I posted in my first response.

It wasn't until later, after my free trial, that I went in and changed my login to correspond with my actual email address, and created my own password, that I was able to log in using those credentials.

During the trial period, I used the Apple login that I mentioned. I think the root of this problem is that you are not logging correctly into the account that corresponds to your free deezer trial. If I'm incorrect, you have my apologies, but I think that is the issue. You might even have two deezer accounts at this point, your Apple free trial account, and your regular email deezer free account.

Hi @GropplerZorn. Fair point, I edited out my email address above. 

I confirmed with Apple that the email address in use on the trial is the same one as my Apple ID, and the same one that I’m using to log into Deezer.

At this point I’m just trying to report a bug. The cost for the additional two months isn’t that big of a deal to me. But I’m disappointed in the Deezer support staff for immediately throwing this back onto Apple, when there’s clearly a disconnect here. If I ran into this issue, clearly other users will as well. 

The only suggestion I have left is to contact deezer support again with your updated info, summarized, (I wouldn’t send that transcript for sure), and just ask if you still do have two months left on the free trial or not, and if you do, can they help you get logged in.

I agree there seems to be a disconnect, and the support as described sounds abrupt. I’ve had very good luck with deezer support over the time I've been a subscriber, perhaps you caught someone at the wrong time.

I supplied more info to support and haven’t heard back in 8 days. Is this normal? I’m trying to help point out a bug in their system, and instead I’m being ignored. Feels very unprofessional. 

Hey @mse 

Last week there was a global outage with deezer, and support was inundated with tickets, so they might be playing catch up.

You said earlier that “At this point I’m just trying to report a bug. The cost for the additional two months isn’t that big of a deal to me.”  I think it’s been well documented, so if you’re ready to move forward, I believe your goal has been achieved.

Time to enjoy your music, I think.

Cheers!

G