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Jaime.Deezer
Community Manager
Jaime.Deezer
Community Manager
October 22, 2020
F.A.Q.

I've paid for Deezer but I'm still being asked to subscribe/ Paid but still Free

  • October 22, 2020
  • 206 replies
  • 18660 views
I've paid for Deezer but I'm still being asked to subscribe/ Paid but still Free

Have you paid for your subscription? Are you still seeing adverts and being asked to subscribe? :free:
Do not panic and please try the following quick fixes.

 

Have you just setup your payment 📲


Sometimes, it can take a few minutes for the system to update your account status after making a payment.
Please wait a couple of minutes and then follow the steps below to log out and then log in again.
On the app:

  1. Tap on Favorites :heart:
  2. Tap on Settings ⚙
  3. Then click on My account
  4. And then Log out

To log out of deezer.com and desktop app, click on your profile picture (top right)  and select Log out.
 

There may be a problem with the payment 💳


It’s really easy to see if there has been a problem with your payment: check your email!
We’ll let you know if anything hasn’t worked.

You can also check your bank statement to see if you were charged by Deezer. If not, chances are there was a problem with the payment and you can just subscribe again.
 

Has the subscription expired ⏰


Have a quick look on your Subscription page for any notifications:
On the app:

  1. Head to Favorites :heart:
  2. Tap on Settings ⚙
  3. click on My account
  4. Then click on Manage my subscription

On Deezer.com and Desktop app:

  1. Click on your profile picture (top right)
  2. Click on Account Settings
  3. Your subscription plan information will show when you click on Manage my subscription
     

Logged in with the right account? 🤔


It’s possible to create multiple Deezer accounts, you just need a different email address for each account. Please check that you’ve logged in with the correct account that has your paid subscription.

If you’re not sure which email you used to create an account, an easy way to test is:

  • Try recovering the password for each of your email addresses
  • If an account exists, you’ll be sent an email with a new password.
     

If you paid via Itunes, please check this topic 
 

Still not working? 🚨🆘


Sometimes a bug might come up. Have a look at our News and Announcements section just in case something is affecting you. Otherwise, contact our Deezer Support Team.

    206 replies

    Show previous replies
    Jaime.Deezer
    Community Manager
    Jaime.DeezerAuthor
    Community Manager
    March 26, 2021

    Hi @AndreyMai I am sorry to hear that. 
    I have checked in the system and could not find any active subscription.
    Please get in touch with our Deezer Support Team and provide a copy of the latest payment and one of our agents will be able to help.
    Thanks :)

    Roadie
    Ahmed El-baroodi
    Roadie
    March 31, 2021

    Hey all, i had made a double payment with Vodafone Cash online payment and the amount has been deducted 2 times and still not activated

     

    I should get 2 months of subscribe

     

    Any help here please

    Jaime.Deezer
    Community Manager
    Jaime.DeezerAuthor
    Community Manager
    April 1, 2021

    Hey @Ahmed El-baroodi I am sorry to hear that. Please contact our Deezer Support Team and one of our agents will be able to help with that.
    Apologies for the inconvenience :)

    Roadie
    galexy
    Roadie
    April 5, 2021

    I resubscribed to Deezer Premium yesterday (4 April 2021) as a Vodacom customer (R59 per month) after last month's subscription ended. Then I was on Premium again, but today it is back on Deezer Free and the app is asking me to subscribe to Premium, which I already paid for. Plesse sort this out. 

    Jaime.Deezer
    Community Manager
    Jaime.DeezerAuthor
    Community Manager
    April 6, 2021

    Hi @galexy if you subscribed via Vodacom you’ll need to contact them directly and ask to activate the subscription on their side.
    Apologies for the inconvenience.
    Thanks :)

    Roadie
    rachel.carpenter
    Roadie
    April 7, 2021

    Iv been paying for over a year but my apps gone back to a basic trial and I cant get at any of my play lists. This isn't the first time it's done it. But not sure how to fix 

    Roadie
    Hugo321
    Roadie
    April 8, 2021

    Good day

     

    i tried to use my Deezer account today and my phone number is not recognized and my account has disappeared. Can you please tell me what is happening 

    Jaime.Deezer
    Community Manager
    Jaime.DeezerAuthor
    Community Manager
    April 8, 2021

    Hi @rachel.carpenter you might have more than one account and be logged in to the wrong account.
    Please log out (gear wheel>My account> Log out) and login again with the email and password linked to your premium account.
    If the problem persists please get in touch with our Deezer Support Team and one of our agents will help you to find your premium subscription.
    Thanks :nerd:

    Jaime.Deezer
    Community Manager
    Jaime.DeezerAuthor
    Community Manager
    April 8, 2021

    Hi @Hugo321 it seems that you have 2 accounts. Please log out and login again with you email xxxxx@gmail.com and the corresponding password (That’s the right account)
    Let me know if that works.
    Thanks :)

    Roadie
    Hugo321
    Roadie
    April 8, 2021

    Hallo
     

    Thank you very much. I will do

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