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F.A.Q.

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

I've paid for Deezer but I'm still being asked to subscribe/ Paid but still Free
Jaime.
Rank
Userlevel 7
Badge +7

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.

200 replies

C
Rank

I’m paying for Deezer but getting the free service. I think I had 2 accounts, I cancelled 1 because I was overcharged. and now I can’t log into the one I’m still paying for.

Л
Rank

Добрый день.
Оформлчю подписку, деньги снимаются, статус подписки по прежнему Deezer free. Что мне делать?

Jaime.
Rank
Userlevel 7
Badge +7

Hi @Catherine Gall please contact our Deezer Support Team and provide a copy of the payment of your Deezer subscription plus any email or extra info that might be helpful and one of our agents will be able to help and find the account in our system.
Thanks :)

C
Rank

Hello, 

I am being charged as a premium subscription but still no access on it, only free account. 
Would anybody help me with that please?

tks

Camila

Jaime.
Rank
Userlevel 7
Badge +7

Hi @Леонид 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.
Thanks :)

Jaime.
Rank
Userlevel 7
Badge +7

Hi @Camila Medeiros I am sorry to hear that.
Please contact our Deezer Support Team and provide a copy of the payment and one of our agents will be able to help with the activation.
Thanks :)

A
Rank

Hello, I'm interested what is the reason that from nowhere my songs are not existing anymore on my deezer app and asking me to get deezer premium but I already have it and paying last couple of years. 

Jaime.
Rank
Userlevel 7
Badge +7

Hi @Andro Gagulić you might be logged in to the wrong account. 
Please log out (gearwheel>My account>Log out) and login again with the email and password linked to your paid account.
Let me know if that works

D
Rank

I've paid for Deezer but I'm still being asked to subscribe!!!!

Please do not remove mine post!!!

D
Rank

I have paid on Friday one year membership and I am still in Free mode?!? What’s wrong? 

K
Rank

Hello guys,

 

I just resubscibed my deezer premium and still iam in “deezer free” mode. I did it on my mobile app (android) , got an email with payment confirmation, my bank account was charged, but still i didn’t get deezer premium. Tried to logout, log in few times but nothing changed. I waited for over 30 mins to write this post. Pls send help :v

A

Hi @Dragan Markovic and @kbrs 

Have you got HiFi now? If not, it might be an idea to contact Deezer Support . You can leave them an offline support request and they can make sure everything is correct on their system. 

 

Hope it gets sorted soon.

M
Rank

Hello! I'm a long term user with a family account. Since  a while ago, I can no longer log into my account (used to do it with Facebook and it says that in-app browser log-in is not allowed).

 

I tried accessing via Google and the system created a new account, which has somehow overriden my previous history. On top of all of that, I'm still being charged for the subscription.

 

Can you please help? I'm tired of battling with the system. It's being quite frustrating.

 

 

 

 

H
Userlevel 7
Badge +6

https://support.deezer.com/hc/en-gb/requests/new

they are to help. write them.

A
Rank

I paid the Hi Fi upgrade yesterday and still it shows to me as try it and when I go to the page it says deezer premium. How I can resolve this?

Rafael.
Userlevel 7
Badge +7

I paid the Hi Fi upgrade yesterday and still it shows to me as try it and when I go to the page it says deezer premium. How I can resolve this?

 

We won't be able to check your account from here. Please get in touch with our support team here and send a proof of payment, they will be able to have a look for you ;)

L
Rank

Hello,

 

I have paid for Deezer Premium to my cell services operator - Telenor (Bulgaria). Previously I was paying directly to Deezer for Premium account. However, my account is now free and more than a week I got the same answer from Telenor - "We have raised the ticket to Deezer and we are waiting for their statement, we can't give you a deadline." Please, give me a feedback, as I am going to cancel my contract with Telenor and the Deezer account, so I get better service from other providers.

Thanks!

Rudi
Rank
Userlevel 7
Badge +7

Please reach out to our support team, @Lakhona 

 

D
Rank

Hello, i already have a account but i changed the phone and i login it's said to me to make new plan month. How's possible? 

Jaime.
Rank
Userlevel 7
Badge +7

Hi @Delcio Ramos you might be logged in to the wrong account.
Please click on the gearwheel>scroll down and logout. Then login again with email linked to your account and the corresponding password.
If the problem persists, please contact our Deezer Support Team and provide the payment information and one of our agents will be able to find your paid account in the system and help you to login.
Thanks :relaxed:

W
Rank

ik heb normaal gewoon premium  maar ik weet niet waarom staat in de free stand wat nu

 

 

W
Rank

Made my payment, premium gone, downloads and playlists 

C
Rank

I have a deezer family subscription that I’ve held for at least 6 years and over the last few days I’ve noticed When searching it’s asking me to subscribe. Please help

 

 

Jaime.
Rank
Userlevel 7
Badge +7

Hi @Wendell @caroline09 please get in touch with our Deezer Support Team and one of our agents will be able to help with your request.
Thanks :)

W
Rank

I've been doing that for a  week and no one is being helpful, at this point I don't care about the premium, I just was my playlists and downloads back

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