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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
    December 27, 2020

    Hi @LeonieduPreez please get in touch with our Deezer Support Team and provide a copy of the payment and one of our agents will be able to help with your request.
    Thanks

    Roadie
    Xime ponce
    Roadie
    December 27, 2020

    Hello @Xime ponce please check the information above in this topic if your subscription has not been activated yet.
    If the problem persists just let me know.
    Thanks :)

    Thnak you, i have already tried everything and i still dont have the premium, apple store sent me the receive of the payment and when i try to get premium

    again it says im already suscbribe to

    premium

    Roadie
    hafizalfariz
    Roadie
    December 27, 2020

    Already payment but still not activated 

    Guitar Hero
    Arkadiusz Skoracki
    Guitar Hero
    January 12, 2021

    Hi.

    Despite the payment, I still have deezer free. 

    I have been pay for a Deezer since Nov 2019 - this is my subscription -  and for last two months I have Deezer Free. 

    I emailed to Google Pay and all my payments are made on time. 

    My last payments has been done 7.01.2021 and till now I have Free account.

    My previous payment was 8.12.2020 - but my account has been change from Family to Free.

    Please check what can I do to have again my Deezer Family.

    Below my printscreen from google pay.

     

    Guitar Hero
    Arkadiusz Skoracki
    Guitar Hero
    January 13, 2021

    Hi Jamie,

    Despite the payment, and I still have deezer free. 

    I have been pay for a Deezer since Nov 2019 - this is my subscription -  and for last two payments I have Deezer Free. 

    I emailed to Google Pay and all my payments are made on time. So it is no bank problem.

    My last payments has been done 7.01.2021 and till now I have Free account.

    My previous payment was 8.12.2020 - but after that payment my account has been change from Family to Free.

    Please check what can I do to have again my Deezer Family.

    Below my printscreen from google pay.

    All the best.

    Arek

    Jaime.Deezer
    Community Manager
    Jaime.DeezerAuthor
    Community Manager
    January 13, 2021

    Hi @Arkadiusz Skoracki I am sorry that you had problems with the payment. Please contact our Deezer Support Team and one of our agents will be able to help you.:nerd:
    I have removed the payment information, for security and privacy reasons as this is a public forum.

    Roadie
    Gunjacksays
    Roadie
    January 16, 2021

    I've been debited for the premium subscription some days ago but today I couldn't play music and it still says I'm on Deezer free, I need help.

    Rudi
    Ultimate Superstar
    Rudi
    Ultimate Superstar
    January 18, 2021

    Hey @Gunjacksays 

    Don't worry, we can certainly help you with that. Please check here to get in touch with our support team:

     

    Hitmaker
    salmong
    Hitmaker
    January 29, 2021

    Hello,

    You are taking £9.99 per month from my bank account and I find I only have Deezer free with limited access, can you please tell what I have been paying for over the past few years?

    Please respond ASAP otherwise I will cancel the direct debit which I really don’t want to do.

    Thanks

    Glenn Salmon

    Jaime.Deezer
    Community Manager
    Jaime.DeezerAuthor
    Community Manager
    January 31, 2021

    Hi @salmong it might be the case that you are logged in to the wrong account.
    Please check the info above in this page and see if that works. Otherwise, please get in touch with our Deezer Support Team and one of our agents will be able to assist you.
    Thanks :)

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