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Deezer Family subscription paid via Apple but not activated

  • 17 October 2020
  • 40 replies
  • 432 views
K
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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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Jaime.
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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

Jaime.
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Hey @MatPs408 please check the info above. That will help you with your problem. :relaxed:

Jaime.
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@MatPs408 you will first need to wait until the current billing cycle ends and after that your account will turn into free and you’ll be able to subscribe again to Deezer Family.
Apologies for the inconvenience.
 

A

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

Jaime.
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Hi @Khaled Hassan 

As you currently have a Deezer offer subscribed through iTunes, you will not be able to automatically switch from Premium to Family.
In order to subscribe to the family subscription, you will first need to first cancel your current offer (On your iPhone go to settings> iTunes & App Store> click on your apple id and login> signatures> then just click Deezer and cancel)

Once your Deezer account reverts to a free version, to subscribe to our Family plan, please log into your Deezer account from a PC/Mac preferably and follow this link: http://www.deezer.com/offers/family
If you have been charged for a family subscription as you indicate you should contact Apple directly since we do not have control over Apple payments. You can contact them through the following link: https://reportaproblem.apple.com
Let us know how it goes :relaxed:

 

Leonídia.Deezer
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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.

Jaime.
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Hi @hubert please check the info above in this page to understand what happened with your upgrade and what to do.
Thanks :nerd:

Jaime.
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The playlists from other Family members would need to be transferred as well to a new account. However, if you decide to wait until the premium period ends they won’t have access to their profiles until you resubscribe to Family.
I think you should be able to do it via Orange but I would recommend to contact your Operator to confirm if they have any Family offer plan.
Thanks :relaxed:

M
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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.
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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:

T
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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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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 :)

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

M
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Hi i did follow the steps and cancelled my current subscription. Then i unsuccessfully tried to subscribe on the Family plan. It says that I'm not eligible. 

Please make it easier

Regards

G
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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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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
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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?

A
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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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@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

Jaime.
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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. 

Jaime.
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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

G
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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.

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

Jaime.
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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:

D
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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

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