My account appears to be free even though I paid

I have paid my monthly Family subscription on 4th May 2024 but my account is saying i’m on the free version.

None of my Family members can access their music profiles all of a sudden.

Anyone got any ideas?

Thanks

We’re having a family premium account for many years as well, and today suddenly it stopped working. Hope this gets fixed soon, as we’re power users :-)

exactly same problem here, deezer family premium, paid for 3rd of May, now suddenly on Free...

I have created three support cases and I get silly answers like “have you more than one account”

They arent even looking at all the attached screenshots.

And mine, i’ve been with Deezer for 9 years and paid each month through Direct Debit, non of my family can access their profiles anymore.

I have sent an email to support but not sure how responsive they are

We're currently facing a technical issue where some premium subscribers are incorrectly showing up as free users.
Rest assured, our team is working diligently to fix this issue as quickly as possible.
We apologise for any inconvenience this may cause and appreciate your patience and understanding.
Updates will be provided as soon as the problem is resolved.

I am guessing with everyone seemingly being down that's me guessing there an issue with deezer or they decided to cut everyone off for a laugh 😆😂

Thank you for the swift information :-) good luck in fixing the issue!

Bonjour,

je n’ai plus acces a mon abonnement premium alors que c’est payé.

pouvez vous dire ce qu’il en est ?

merci

Having a problem with my Deezer premium account. It is saying im on Deezer free even though i paid on the 5/5/2024

Hiya, we have a family plan and have been charged, payment has gone through today. However all account have been switched to the free version and we are unable to access our playlists without subscribing to the premium even though the payment has gone through? 

Pareil pour moi. Ce matin mes enfants me signalent que leur sous-comptes Family ne fonctionnent plus. Et pourtant Deezer vient de débiter ma carte de crédit de l’abonnement mensuel “Family”.

Que ce passe-t-il?

Peut-être le moment de passer à Spotify...

Is someone from deezer going to pick this up because I bet if we were to stop paying they would be all over it .🤨

Deezer has just stopped working.  I've subscribed for years, suddenly no access.  All payments seem up to date and I've not had any email alerts that there is a problem.  Please advise as the link to the support team does not allow me access.

As of today my Deezer account is telling me I'm using the free subscription when I have actually been paying family subscription for years and my £19.99 payments are up to date.I have tried uninstalling/reinstalling etc but to no avail.Any advice please on what the issue could be.

Bonjour,

Nous n'avons plus, les membres de ma famille et moi-même (administrateur) accès à Deezer family on nous propose de nous réabonner alors qu'il y a eu un prélèvement le mois dernier. Nous avons essayé de nous déconnecter et reconnecter mais sans résultat. Nous avons accès qu'à Deezer gratuit avec les pubs! 

Hello, deezer family, subscription's till sept 2024. The app kicked us out and insists on the new subscription and payment. What's going on???

I have this same issue and had posted on the subreddit r/Deezer and there is about 10 people also experiencing this issue as well (I don’t know if they all are on the Family subscription so it could be across the board). I ended up resubbing without really thinking about it first so now I just have to hope I don’t get charged twice.

Bonjour, je possède Deezer prenium familial depuis un bon moment maintenant. Sauf que depuis ce matin il est impossible pour moi et le reste de ma famille d’utiliser Deezer comme des membre prenium. La transaction a bien été effectué et même si je demande à reprendre un abonnement, il est inscrit que j’en possède déjà un. 
‘Merci d’avance pour votre aide 

Cordialement 

Mme Abrous 

Hi.

A message has been posted by Deezer saying that they are having  technical issues with premium and family subscribers being shown as free subscribers and that they are dealing with the issue.

Same issue as GEM9999 described. Payment has gone through, no e-mail warning or anything. Keeps asking me to subscribe. Please advise how to proceed.

My Family Plan is also experiencing this issue. I have already reached out to support but no reply there.

Will my plan be extended for the time of the current outage?

Would it be advisable to do a chargeback on my last CC payment and start a new plan? Is ther any other way we can listen to music quicker than waiting until monday when support is back up?

This incident together with the horribe UX refresh does not make me a happy deezer customer :(

On previous month i pay for hi-fi family subscribe 22-th of april, but now i didn't have premium subscribe. What happened?

Same issue! Keeps asking me to subscribe. All my payment is upto you date. I tried logging out and logging back in and even did re-install of the app still no joy this is so frustrating!!

Please advise how to resolve the issue??