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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

V
Rank

I have had the one month free via my Fitbit. I have now paid for the premium service but cannot access this on my iPhone. It says I am still on the free version. I am also finding it impossible to cancel it

Jaime.
Rank
Userlevel 7
Badge +7

Hi @Wendell I am sorry to hear that. 
I have done some investigation on my side and I think the problem is that your premium account is linked to a different email (bigdad****@****.com)
Let me know if that works. :relaxed:

Jaime.
Rank
Userlevel 7
Badge +7

Hi @victoria17577 please contact our Deezer Support Team and provide the payment information you used to activate your Fitbit free month subscription and one of our agents will be able to find your account and help you.
Thanks :)

W
Rank

I haven't used that e-mail for years, I changed it to the one I'm using now months ago 

M
Rank

I paid for deezer hifi but it saying am on free

Alfredo.Deezer
Rank
Userlevel 6
Badge +3

Hello @mayhem23 

Please contact our Deezer Customer Care team directly, they will be able to check your subscription and check what’s going on with your payment.

Thanks :) 

G
Rank

Paying for deezer but getting adverts with my music

Jaime.
Rank
Userlevel 7
Badge +7

@GAZZAPRICE I am sorry to hear that.
Please get in touch with our Deezer Support Team and one of our agents will be able to help you.
Thanks :)

T
Rank

My Deezer is not working and I’ve been charged for it 

Jaime.
Rank
Userlevel 7
Badge +7

Hey @Thatio if you have paid and still on Free, please get in touch with our Deezer Support Team and one of our agents will be able to help.

A
Rank

Hello, I subscribed earlier today for Deezer premium and it’s not working. How is it possible. Please help or just refund me my money so I can subscribe to Spotify... 

GropplerZorn
Rank
Userlevel 7
Badge +17

Hello, I subscribed earlier today for Deezer premium and it’s not working. How is it possible. Please help or just refund me my money so I can subscribe to Spotify... 

Hello Alejandra, this forum is full of folks who are happy to try to help, but most of them are fellow subscribers like yourself.
 

Have you submitted a ticket to deezer support? They are the ones who are most likely to be able to solve your issue.

In the meantime, more information is usually helpful. How did you subscribe, through the deezer website or through the Apple Store?

Did your subscription appear to go through? You have an account? What isn’t working?

G
Jaime.
Rank
Userlevel 7
Badge +7

Hi @AlejandraVillatoro as @GropplerZorn mentioned, please contact our Deezer Support Team and one of our agents will be able to help.
Thanks :)

S
Rank

Good day

I currently paying monthly premium and  my music that i downloaded over the years is no longer there and I am asked to subscribe.

Regards

GropplerZorn
Rank
Userlevel 7
Badge +17

Good day

I currently paying monthly premium and  my music that i downloaded over the years is no longer there and I am asked to subscribe.

Regards

Hello Sydney,

Your downloads disappearing leads me to believe that your account might be at a deezer free status.

Are you able to check to see your account status? That feels like a good place to start troubleshooting. 
 

Or if you prefer, you can just submit a ticket to deezer support.

 

G

G
D
Rank

Hello, I’m a long time member of Deezer however I subscribed Premium last December 21 using apple device and its not working. Because its already frustrating so I subscribe again as yesterday as Deezer Family and it’s not working again. I did submit 2 times in support but still same problem. 

account: Derick.Torr 

 

Please help me resolve this issue at soonest.

Thank you.

2 Attachments
N
Rank

Can I get a refund for a paid subscription?

Yula
Rank
Userlevel 7
Badge +10

Hey @Nikita Solovyev, you can request a refund to our Support here: 

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

(She/her) add your pronouns to your signature!
S
Rank

Good day!

 

Is there any announcement or news about subscriptions disappear in Russia? I was looking through “About us”, “Press”, different pages and no luck. I get why that possibly happened. But is it temporary? Or forever? Or what? Is there any possible solutions (aside from ludicrous stuff, like impeach current president)? If it’s temporary, what’s the end date? Will my previous subscription be reinstated after this mandatory time period passes? Is there any place where i can see updates and stuff?

 

I’m asking this here because i didn’t receive any kind of notification (email, top bar notification, even no alert in my subscriptions page, just - poof! - and i’m free user). This change was like a bolt from the blue.

G
Rank

Have been using Deezer for almost 10 years.

Today all of a sudden, I open the app and find myself with my subscription canceled mid month (after it was paid 2 weeks ago) and having to pay 11€, so 3.5€ more than usual to make a new subscription. Thank you Deezer

J
Rank

I've been using deezer premium for years, and now it says I can only use the free version and won't give me the option to subscribe again. Please help

L
Rank

I've been using deezer premium for years, and now it says I can only use the free version and won't give me the option to subscribe again. Please help

Hi this has happened to me to, what do you suggest we do about this ? 

Yula
Rank
Userlevel 7
Badge +10

Hey @Lisa Jarvis x and @John.Solorzano 

We are experiencing an internal issue, we are working to fix it: 

 

(She/her) add your pronouns to your signature!
V
Rank
Badge

i have the same problem of my account reverting to "free"

J
Rank

I just paid for a premium subscription everything seems okay but can't find my playlists and favourite music. I turned off my android device and logged in to Deezer this time to find the account on the same email address with my entire favourite music list and the same device but with a Deezer free subscription. Please resolve this confusion. The two accounts have different ID codes. 

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