Hi @DianaNS !

Maybe link below can help you 

https://support.deezer.com/hc/en-gb/articles/213810329-Why-Isn-t-My-Deezer-Premium-Subscription-Plan-Working

If you can’t find solution contact Deezer support

https://support.deezer.com/hc/en-gb

or Submit a request

https://support.deezer.com/hc/en-gb/requests/new

Hi @DianaNS, sorry to hear that you're experiencing this issue.

Could you please provide me with the names of the members who are unable to access the Deezer Family account?

Hi! 
if u can see my account, you will find that all members not working. 
this is the message i am getting when i click on any member:

this account no longer benefits from a multi-profile plan. 
in order to not lose your library, please enter your own credentials to become a Deezer free user!

and if i wanted to add any credentials, i got this: you will no longer be part of “my name” family !

what’s happening?

Hi @DianaNS !

Did you check your Deezer subscription status ? Maybe you are on Deezer Free and that’s why your Deezer Family  subscription might not be working.

Hi @DianaNS, thank you for providing the details, and a big THANK YOU to @Nina Nebo for the help.

Indeed, our Super User @Nina Nebo was correct; the status of your Deezer account was Deezer Premium, which prevented family members from accessing the account.

However, I've made a quick update, and your account is now part of the Deezer family plan.

If you need any further help, please don't hesitate to let me know.