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Deezer Family subscription paid via Apple but not activated

  • 17 October 2020
  • 40 replies
  • 432 views
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I subscribed to a Family membership but I can not add Family members 

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Best answer by Jaime. 18 October 2020, 10:34

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40 replies

Leonídia.Deezer
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Userlevel 7
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Hi @guysa, sorry to hear you're experiencing this issue.

As the Community is an open internet forum, and we prioritize your security, we don't request personal data here.

In this sense, to clarify your situation I suggest reaching out to our support team through this link and providing them with a screenshot of the Apple invoice.

The screenshot should display your email, the payment date, and the amount.

G
Rank

Hello
 

I had a premium plan for a long time, purchased and paid through Apple.
I chose to upgrade to Family plan and paid for it, bit the plan is not activated nor accessible.
 

Offering to cancel the plan with no refund and then enlisting again will cause losing the payments made and is not an acceptable solution. Please advise.

T
Rank

I understand your frustration @DGraham3 and I agree that it is an ongoing issue, but it is beyond my scope as community manager.
You can contact our Deezer Support Team and our agents will guide you on what to do, but I can tell you that currently if the upgrade doesn’t work, please contact apple for a refund here: https://support.apple.com/en-us/HT204084
Then cancel the current subscription and wait until the billing cycle ends. Once the account turns back to free, resubscribe directly with us from a PC/Mac via www.deezer.com/offers/family. 
Apologies for the inconvenience

Many of us have similar issues, can you advise your developers to fix it ?? 

Jaime.
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Userlevel 7
Badge +7

I understand your frustration @DGraham3 and I agree that it is an ongoing issue, but it is beyond my scope as community manager.
You can contact our Deezer Support Team and our agents will guide you on what to do, but I can tell you that currently if the upgrade doesn’t work, please contact apple for a refund here: https://support.apple.com/en-us/HT204084
Then cancel the current subscription and wait until the billing cycle ends. Once the account turns back to free, resubscribe directly with us from a PC/Mac via www.deezer.com/offers/family. 
Apologies for the inconvenience

D
Rank

This is obviously an ONGOING and VERY BAD ISSUE!! Stop telling everyone to “See info above” We have ALL TRIED THAT and it is NOT WORKING!! Meanwhile we have all spent our money without being able to get our Deezer Family subscription!!! WHAT’s THE DEAL? Can someone fix this please!?

Jaime.
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Userlevel 7
Badge +7

@Gilang Ramadhan after cancelling you’ll need to wait until the billing cycle with apple ends. After that you’ll be able to subscribe again to Family.
As mentioned above, if you have been charged for a family subscription as you indicate you should contact Apple directly for a refund, since we do not have control over Apple payments. You can contact them through the following link: https://reportaproblem.apple.com
Apologies for the inconvenience

G
Rank

Hello @Gilang Ramadhan please check the info at the top of this page regarding your upgrade and what to do to fix it.
Thanks and apologies for the inconvenience.

I’ve canceled, log out and log in again, but it still subscribed for premium. Not revert to free, because free account is not allowed in my country. What should i do with this?

Jaime.
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Userlevel 7
Badge +7

Hello @Gilang Ramadhan please check the info at the top of this page regarding your upgrade and what to do to fix it.
Thanks and apologies for the inconvenience.

G
Rank

Hi, i’ve changed my plan from premium to family plan and in the app store already charged me family plan. But, inside deezer app, it still shows premium subscription and can’t add members. Can someone help me with this issue? 

Jaime.
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Userlevel 7
Badge +7

Hi @Davefrank03 at the top of this page you’ll find all the info regarding your upgrade problem with Apple and what you can do to fix it.
Apologies for the inconvenience

D
Rank

Hi, I paid to upgrade from premium to family several days ago. I’ve been billed for this by Apple but my profile has not updated on Deezer, please can you check and advise.

 

Thanks, Dave

Jaime.
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Userlevel 7
Badge +7

Hi @ajborge I am afraid that the upgrade did not work as it should be. 
Please check the information at the top of this page to understand what went wrong and what you can do to fix it.
Apologies for the inconvenience. 

A
Rank

Hi,

I changed my Deezer Premium Subscription for a Family one (via Apple subscriptions) and the App keeps showing the Deezer Premium Subscription Account.  I signed-out and login but still doesn’t change.

 

Can you help me?

 

Regards,

Armando 

Jaime.
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Userlevel 7
Badge +7

Hi @Jaxx Cluj I am sorry that the upgrade did not work. Please check the info above to understand what happened and what you must do in order to fix the problem.
Apologies for the inconvenience.

J

Hi, 
I had a deezer premium acount, but I wanted to have the family acount so I payed the Family subscription.

The problem is that in the app it remains after 3 days the same deezer premium acount, not the family one.

I have tried to logout/login. All kind of things but the app don't want to recognize the family acount, not even on other devoces (not phone)

When I enter in my subscriptions(itunes) I clearly have the family activated, and it was no problem with the payment.

Can you help me with this pls?

Jaime.
Rank
Userlevel 7
Badge +7

HEY @AnelB6 in the info above in this page you can check why your upgrade failed and what to do in order to fix it and be able to enjoy Deezer Family.
Apologies for the inconvenience

A

I subscribed for family, but it reflects as single member, I cannot add my family?

Jaime.
Rank
Userlevel 7
Badge +7

Hi @mjopry please check the information above in this page in order to understand what happened with your upgrade and what you can do.
Apologies for the inconvenience :)

T
Rank

Hi. I paid for Deezer family - upgraded from premium, but still shows premium. 
the sub fee has come out of my account. 
Any ideas on what’s wrong? 
thanks. 

Jaime.
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Userlevel 7
Badge +7

Hello @edgars.priede.7 above in this page you can check why your subscription did not upgrade to family and what you can do.
Apologies for the inconvenience:pensive:

E
Rank

Iegādājos deezer ģimenes, bet nedarbojas, izraisīt, ka es esmu velmēta bonered parasto prēmiju, bet ir nopircis ģimenes, nevar atrast, kur pievienot ģimenes locekļiem?

Jaime.
Rank
Userlevel 7
Badge +7

Hi @MUhamed M SOliman I am sorry to hear that.
Please check the information above in this page to understand why your subscription via Apple wasn’t upgraded to Family and what you can do.
Thanks :relaxed:

M
Rank

Now I transferred to Deezer family from the app store and it didn’t apply on deezer app and I can’t add anyone from my family..!!! So what should I do .??

Jaime.
Rank
Userlevel 7
Badge +7

Hi @Windsock please check the information above in this topic regarding your Family subscription not being activated.
Apologies for the inconvenience.

W
Rank

I’m having same issue . My subscription settings on phone show family, app is still on premium . Logged out restarted , no luck .

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