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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

H
Rank

I have the same issue, and your support is the worst support i have ever had to deal with in my life. Are these robots or real people? I am so frustrated and there is no way to live chat or call you guys. I have paid through the app store but i get the free version in the app. When i try to re-subscribe, it says i already have a subscription. I am stuck and i NEED YOUR HELP. 

U
Rank

Pagué y activé deezer con tigo colombia y sigue apareciendo “free”, qué hago?

Yula
Rank
Userlevel 7
Badge +10

Pagué y activé deezer con tigo colombia y sigue apareciendo “free”, qué hago?

Please contact our Support here: 

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

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

Hi. I have a deezer account. It is paid but once accessed it asks me to choose a subscription. If I choose one it says it is already linked to my acc and then I am stuck. Please help

S
Rank

I want to complain because you have terminated my premium subscription!My money is regularly deducted from my account and you have canceled my subscription. Please solve this problem! Thank you

Yula
Rank
Userlevel 7
Badge +10

Hey there @suzana herceg and @Stiaan.Cloete! 

Please contact our Support  for all issues linked to your payments. 

For security reasons we can not help you here, as it is a public forum :) 

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

Hi I have a deezer premium account and suddenly it doesn't work. It's said I have a free account and Some of my new songs are gone. Whats going on. 

Yula
Rank
Userlevel 7
Badge +10

Hey @ElmienR, we had an outage the other day, but it has been fixed. 

If the problem persists please contact our support here: https://support.deezer.com/hc/en-gb/requests/new

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

Hi. I have annual subscription from 7/13/2022 but in Subscription Plan see "Deezer Free". I already tried relogin and reinstall app (

O
Rank

Hi! 

I’ve paid for my subscription 2days ago and yet I am on free mode. I logged out and in over and over and nothing changed.

L
Rank

Hi, my payment usually goes of around the 24th but it went off 4th of July and for the past few days it is asking me to subscribe, why?

GropplerZorn
Rank
Userlevel 7
Badge +17

hey @Letitea 

just about everyone here on the forums are fellow subscribers such as yourself, and therefore do not have access to your account. I would suggest opening a ticket with deezer support and they can try to resolve the issue with you.

here is the link → https://support.deezer.com/hc/en-gb

G
C
Rank

Hi I can’t access my service but I’ve paid I can show proof 

 

K
Rank

I paid the premium but account not active. Used iTunes to pay. Help 

K
Rank

Paid using iTunes, account isn't yet active. Help
(The screenshot has been removed for security reasons)

 

Nina Nebo
Rank
Userlevel 7
Badge +12

 

Hi @kibet !

 If you've paid through your mobile provider or a third-party service, such as Apple, it can take up to 48 hours to process .

 

or contact Deezer support

https://support.deezer.com/hc/en-gb/requests/new?ticket_form_id=360000058285

💜🎧🎶🎵🎼🎤👉 | https://www.deezer.com/en/playlist/12606449323
awesomemac
Rank
Userlevel 7
Badge +5

Hopefully you have received an email and that your account is working. Or that you have send in a request. Please let us know.


Off topic a bit:

I saw that you paid by Apple, you could consider to change this next month. Instead of paying Apple in de AppStore, you can pay Deezer instead. If I’m correct, it’s a bit cheaper.

J
Rank

I paid my anual premium subscription using PSE 2 days ago and I do not have access yet. I paid and have screenshots, I contacted support and they said the payment was cancelled however mi money isn't back in my account. It just  doesn't make sense since in the Deezer app I can see the payment history shows that I paid. Now support just doesn't reply, I feel awful about the customer service.

J
Rank

Hi I can’t access my service but I’ve paid I can show proof 

 

Were you given a solution on this ? I am having kind of the same issue.

Leonídia.Deezer
Rank
Userlevel 7
Badge +5

Hi @Juan1499, I've reviewed the system, and I've identified an active Deezer Premium account.

This account is associated with the email jc****@misena.edu.co.

Please try to access your Deezer Premium account using your email and password.

Let me know if you need further help.

 

 

 

 

G
Rank

Paid via the play store last week, (removed for security purpose), but saying I only have a free account now. Any help?

Leonídia.Deezer
Rank
Userlevel 7
Badge +5

Hi @Glenn4338, thank you for reaching out.

Upon checking your account, I noticed that your payment via Google was declined.

In this case, I suggest contacting Google Payment support to clarify your situation, as they have access to your account details.

S
Rank

I activated a free trial, but was charged £14.99 for a month - I can’t access any premium services despite the money being taken from my bank. I’ve followed all of the steps above!

awesomemac
Rank
Userlevel 7
Badge +5

Hi @Stef_008, 

That doesn’t sound good. Could you please check if the email address you are using on Deezer is the same email address as the payment? Just to be sure.

If you go to the Deezer settings (app, desktop or website) and then access your subscription, you can see there if there is an active subscription or not.

If one of the Community Managers won’t respond here, please send in a request to Deezer, using the link below:

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

Leonídia.Deezer
Rank
Userlevel 7
Badge +5

Hi @Stef_008, thank you for reaching out, and a big thank you to @awesomemac for your help.

I've reviewed your account associated with the email st *** @ yahoo.co.uk and observed that you attempted to subscribe to Deezer via Apple, but the process was not completed.

I recommend reaching out to Apple's support team to clarify your situation, as they are the only ones with access to it.

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