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Answered

My account appears to be free even though I paid

J
Lover
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Before I start I wanna say i'm pissed off and i'm considering leaving Deezer after 10 years!

It first started out with not showing the ‘Featured in’ section on the artist page anymore(first in webbrowser, then the desktop app, and still isn't fixed after I told them about it more than a month ago), and now my account is blocked because it appears to be free even though I paid only a couple days ago(auto payment, never had a problem with it).

I don't know what's going on at Deezer but i'm at the breaking point, FIX THIS SHIT!
(and before you reply with it; the 'I've paid for Deezer but I'm still being asked to subscribe/ Paid but still Free’ section doesn't help either)

Best answer by Jaime.Deezer

Update: The problem has been fixed

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.

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    57 replies

    M
    Tiny Dancer

    I paid my family plan on 05.05.24, today I’m blocked by Deezer asking for another payment. I have an email from Deezer that states that the new payment plan will be applied from 05.06.24, but I can’t access to Deezer even if I already paid this month.

    How can I solve this matter? I paid my subscription and I can’t access! 

    R
    K
    K
    3 people like this
    • R
      radioelephant
    • K
      kyrons
    • K
      Kuotient
    D
    Tiny Dancer

    I paid for a year, why did they cut my subscription???

    P
    Tiny Dancer
    • partahesus
    • Tiny Dancer
    • 2 replies
    • May 10, 2024

    I have also similar issue with my family plan, I’ve had an active family subscription for a quite long time and last payment has gone 01.05.2024, but today Deezer just exclaims that Deezer Free is not available at my region and that I should subscribe. I tried to contact chat, but support is offline today and the bot stated that they will contact within 48 hours, so this is a bit frustrating. Obviously I wont be having another subscription and have to say it depends on how this spans out if I will have a subscription at all.

    R
    K
    K
    3 people like this
    • R
      radioelephant
    • K
      kyrons
    • K
      Kuotient
    M
    Tiny Dancer
    partahesus wrote:

    I have also similar issue with my family plan, I’ve had an active family subscription for a quite long time and last payment has gone 01.05.2024, but today Deezer just exclaims that Deezer Free is not available at my region and that I should subscribe. I tried to contact chat, but support is offline today and the bot stated that they will contact within 48 hours, so this is a bit frustrating. Obviously I wont be having another subscription and have to say it depends on how this spans out if I will have a subscription at all.

     

    I paid with Google Play, so I contacted them for a refund and received it immediately. Then I paid directly Deezer (of course with the new family subscription cost 😑) and now it seems to work. I’m asking myself what would had happened if I had paid directly Deezer 5 days ago… 

    S
    Tiny Dancer

    I have the same problem!

    All of a sudden my B&O multiroom which requires a premium subscription has stopped working, I go and check my deezer account: I am on free, last payment succesful and even better; I can’t resubscribe to premium! 

    R
    1 person likes this
    • R
      radioelephant
    P
    Tiny Dancer
    • partahesus
    • Tiny Dancer
    • 2 replies
    • May 10, 2024
    Massimo Bruni wrote:

    I paid with Google Play, so I contacted them for a refund and received it immediately. Then I paid directly Deezer (of course with the new family subscription cost 😑) and now it seems to work. I’m asking myself what would had happened if I had paid directly Deezer 5 days ago… 

    I can see on my Deezer account as well that my payment has been received, so I’m assuming this is a misconfiguration of some sort in Deezer end and hoping that it will be fixed, preferably sooner than later.

    M
    1 person likes this
    • M
      Massimo Bruni
    J
    Lover
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    • jarnost
    • Author
    • Lover
    • 14 replies
    • May 10, 2024

    The online chat isn't active so they probably took the friday after Ascension Day off, so this probably won't be fixed until monday...

    I
    Tiny Dancer
    • incal94
    • Tiny Dancer
    • 1 reply
    • May 10, 2024

    Hi, 

    I’ve got exactly the same problem.

    I’ve been on family plan for many years and this morning it turns as a free accompt.

    The payment of April is OK (and it is noted in my deezer account ).

    Please turn on my family account quick. 

    M
    1 person likes this
    • M
      Massimo Bruni
    P
    Tiny Dancer
    • Pete5076
    • Tiny Dancer
    • 3 replies
    • May 10, 2024

    How come my deezer isn't working when I am paid upto date !!!

    J
    1 person likes this
    • J
      jarnost
    S
    Tiny Dancer

    Yes, I’m afraid it will be something like that 😒

    J
    Lover
    Forum|alt.badge.img
    • jarnost
    • Author
    • Lover
    • 14 replies
    • May 10, 2024

    Same here, was playing music and all off a sudden I get an add saying I need to pay for premium

    K
    Tiny Dancer
    • kyrons
    • Tiny Dancer
    • 1 reply
    • May 10, 2024
    partahesus wrote:
    Massimo Bruni wrote:

    I paid with Google Play, so I contacted them for a refund and received it immediately. Then I paid directly Deezer (of course with the new family subscription cost 😑) and now it seems to work. I’m asking myself what would had happened if I had paid directly Deezer 5 days ago… 

    I can see on my Deezer account as well that my payment has been received, so I’m assuming this is a misconfiguration of some sort in Deezer end and hoping that it will be fixed, preferably sooner than later.

    Exactly the same issue here. Hopefully it gets sorted soon. 

    M
    Tiny Dancer
    • Mila Bo
    • Tiny Dancer
    • 1 reply
    • May 10, 2024

    Same here, are they having some technical issue???

    D
    Runaway Baby
    • dougwhitt
    • Runaway Baby
    • 3 replies
    • May 10, 2024

    Hi, I have had a Deezer Family Plan for some years, however while listening today I received an advert and when I checked my plan it said that I was on the free plan and needed to subscribe. I have tried logging out and then logging in. Please advise how I rectify as I am already a subscriber? Thanks. 

    D
    J
    D
    3 people like this
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      dougwhitt
    • J
      jarnost
    • D
      Doinky
    T
    Tiny Dancer
    • tamas_r
    • Tiny Dancer
    • 1 reply
    • May 10, 2024

    Same problem here, also unable to reach any agents through the chat. Very disappointed!

    I hope they will reimburse the lost days or compensate in some way if the service will be down all weekend…

    J
    Lover
    Forum|alt.badge.img
    • jarnost
    • Author
    • Lover
    • 14 replies
    • May 10, 2024

    It appears more users are having this problem, I was listing to music and got an add saying I need to subscribe to premium

    D
    1 person likes this
    • D
      dougwhitt
    J
    Lover
    Forum|alt.badge.img
    • jarnost
    • Author
    • Lover
    • 14 replies
    • May 10, 2024
    tamas_r wrote:

    Same problem here, also unable to reach any agents through the chat. Very disappointed!

    I hope they will reimburse the lost days or compensate in some way if the service will be down all weekend…

    Totally agree with that last part!

    D
    Runaway Baby
    • dougwhitt
    • Runaway Baby
    • 3 replies
    • May 10, 2024

    Thanks for letting me know that I'm not alone, hopefully it is resolved soon. 

    B
    Runaway Baby
    Forum|alt.badge.img
    • Bal Censon
    • Runaway Baby
    • 10 replies
    • May 10, 2024

    i have the same problem just now. i just paid my subscription last May 5, 2024 and now it is saying i am not subscribed.

    Deezer, what happened?

    K
    Tiny Dancer
    • Kuotient
    • Tiny Dancer
    • 1 reply
    • May 10, 2024

    Same here. If this issue is not resolved ASAP, this might be the straw that breaks the camel’s back for me.

    J
    1 person likes this
    • J
      jarnost
    D
    Tiny Dancer
    • Doinky
    • Tiny Dancer
    • 2 replies
    • May 10, 2024

    Having the same issue. Payment has cleared so not a payment issue. I've logged out and back in, restarted my phone also.

    Must be an issue on deezers side

    J
    Lover
    Forum|alt.badge.img
    • jarnost
    • Author
    • Lover
    • 14 replies
    • May 10, 2024
    Doinky wrote:

    Having the same issue. Payment has cleared so not a payment issue. I've logged out and back in, restarted my phone also.

    Must be an issue on deezers side

    I'm really hoping they didn't take the day after Ascension Day off and leaving this to be fixed on monday...

    A
    Tiny Dancer
    • AttilaDK
    • Tiny Dancer
    • 2 replies
    • May 10, 2024

    Today by ongoing PAID Family subscription was suddenly changed to FREE (for my entire family of 4)- eventhough I have had the same account and the same payment method for 3 years now WITH confirmed payment form PayPal.

     

    Support seems to be completely oblivious and completely ignore all my evidence of both payment and account.

     

    I’ll give them 3 hrs and then go back to Spotify. Deezer service SUCKS

    J
    Lover
    Forum|alt.badge.img
    • jarnost
    • Author
    • Lover
    • 14 replies
    • May 10, 2024
    Dario Sanchez Dimaté wrote:

    I paid for a year, why did they cut my subscription???

    So it doesn't just effect monthly payments.

    J
    Lover
    Forum|alt.badge.img
    • jarnost
    • Author
    • Lover
    • 14 replies
    • May 10, 2024

    Have you been able to get any live support?

    Reply


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