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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 set up your payment? :calling:


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 :credit_card:

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? :stopwatch:


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? :thinking:


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?  🚨 :sos:


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.

Hi there,

My premium account also seems to have disappeared. I was asked to log in, so I did using my Google account, and it looks like it has opened a new account and allmy music is gone.

 

Could you please look into it?

Thanks

Hi @Andjela you are logged in to the wrong account. 
Please log out (gear wheel>My account>Log out) and login again with your email linked to your account and the corresponding password.
If the problem persist just let me know.
Thanks :relaxed:

Hello,

I paid for premium subscription for whole year but I cannot access premium subscription content, and it keeps telling me to subscribe to Premium, now I´m using free deezer.

The charges have been made to my account already 52 Euro in February.

Kindly advise.

Thanks.

@privalinec I am sorry to hear that.
It seems there has been a problem with you payment and you need to contact our Deezer Support Team
Thanks :nerd:

Ik heb via mijn tmobile abonnement Deezer alleen kan ik deze niet meer gebruiken. Mijn account zegt dat er geen toestel verbonden is met mijn account.  

Hi @Miriam2105 you might be logged in to the wrong account as you also have a free account linked to your msn email. click on the gearwheel>My account>logout. Then login again with your Tmobile account info.
If the problem persists please get in touch with our Deezer Support Team.
Thanks :)

I paid for premium dezzer and I don't have it it still says free 

@teddybear it seems that your payment was rejected and that’s the reason why you are still on free.
If you have a copy of the payment please contact our Deezer Support Team and one of our agents will be able to help.
Thanks :)

I have been trying for ages to log into my account with 1000+ songs.!! This is cracking me up.!!! Please just let me log into my account that I pay every month to use.!!!

Hey @Themeatsmrs apparently you have more that one account. 
please log out (gearwheel>My account>Log out) and login again with the email and corresponding password linked to your premium subscription.
Thanks :)

Hi there

I am paying for a premium account but cannot access it. When inputting my phone number it says, not recognised.

Thanks

 

Ronelle de Beer 

Hi,

 

My Deezer account is showing Deezer Free, but I've been paying for Premium for years.

 

Please can you let me know why

 

 

Hey @ronelledebeer @David Grist please contact our Deezer Support Team and one of our agents will be able to help with your request.
Apologies for the inconvenience.
Thanks :nerd:

Paid for premium, still on free. Have done the troubleshooting and I'm still on free. Any help would be great.

I have paid for Deezer premium but it is not reflecting in my account. What might have gone wrong?

Hi @Mikel Arteta your subscription should be active now.
If the problem persists please let me know.
Thanks:)

 

Hi I just subscribed to deezer premium using fawry pay but then I didn’t activate and I don’t know where to insert the code I just got from fawry pay 

pls help cuz the code is gonna expire after two days 

Hi @spacey I wish I could activate your account straight away but you will need to contact our Deezer Support Team and provide the code and a copy of your Fawry payment and one of our agents will be able to help yoy with the activation.
Thanks :)

So just subscribed to a 3 month trial period, but in the app it still comes up as basic user account, and I can’t skip songs, or fast forward them.

Hi @Jkzzz I have checked in our system and your account is still on Free.
Please make sure you have not subscribed with a different email or account. If that’s not the case, please contact our Deezer Support Team and provide the relevant information to our agents (email linked to the account and payments details) and they will be able to help.
Thanks :nerd:

Hi.

I made payment for deezer family. My card was credited for 8.99€, but account was not upgraded from premium.

 

Hey @Robi Rajer you family account is active now. 
If you have any further questions please let us know :relaxed:

I paid for premium and it's not active

Hej jag undrar om ni har fått min prenumeration på premium som verkar ha gått ut. Jag är rädd för att jag har gjort både från mitt apel konto och från bakkontot. 
mvh Jessica 

Hi @Eva Jessica Yeo-seung Ivansson I can see in the system that your premium subscription via Apple is active now.
If you have any further questions please let us know :)

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