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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.

197 replies

P
Rank
Userlevel 1

Hi. I paid for my premium acciunt but it still says I am on free mode. I am finding it difficult to support Deezer now! 

H
Userlevel 1
Hello.i subscribe yesterday for Deezer premium and it’s not working.how it’s possible that?i wait for feedback.thanks
H
Userlevel 7
Badge +6

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

they are to help. write them.

S
Rank

Hi, I paid my premium account still being free, I already try login out and re-opening my account but still the same, Can u help me pls? 

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.

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
Rob Igo
Rank
Userlevel 7
Badge +10
Hi @Hogea Adrian



please have a read of this link it should help :)



https://en.deezercommunity.com/your-account-and-subscription-5/paid-but-still-being-asked-to-subscribe-2169



Let us know how you get on 🙂
I'm a "Deezerhead" (fanboy) and just love music! (Please note even though I love all things Deezer I do not work for Deezer and therefore cannot assist with account issues etc.)
_
Rank

I was charged twice and the app still doesn’t work!!! I payed for the Deezer premium but My Deezer is still on the free version 

S
Rank

Congratulations, just paid a Deezer HI-FI subscription for a promotion of 37.40EUR (approximately). Well, I wrote you have already participated in the promotion at this price, and "do not worry, the funds were not withdrawn" but the card is withdrawn funds, what to do? Never thought that this could be with deezer = (

 

Original Ukraine:

Вітаю, тільки що оплатив підписку Deezer HI-FI  за акцією в 37.40EUR (приблизно). Ну мені написало ви вже примали участь в акції за цією ціною, і "не хвилюйтеся кошти не було знято" але з картки знято кошти, що робити? Ніколи не думав що таке може бути з deezer =(

I'm sorry, but I already received a message from the bank that it blocked the transaction and returned the money.
Thanks.

 

Original Ukraine:

Вибачте, але я вже отримав повідомлення від банку про те, що він заблокував операцію і повернув гроші.
Дякую.

H

Hallo
 

Thank you very much. I will do

Jaime.
Rank
Userlevel 7
Badge +7

@Jhonatan Kches Sánchez I have checked in the system and your payment was aborted. 
You will need to login to your account and proceed to subscribe again.
Thanks :)

Jaime.
Rank
Userlevel 7
Badge +7

Hi @Waleed K. El-kararty your subscription is active know. Please keep in mind that payments via Fawry might take up to 24 hrs to activate.
Cheers:relaxed:

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
M
Rank

I am a premium member and was getting asked to upgrade. 
Logging out and back in fixed this issue for me.
For me, this problem was only happening on the android app, not the browser (chrome player)  
Thank you! 

-Kyle 

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
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!
R
Rank

Hello,

Just paid for premium subscription but I cannot access premium subscription content, and it keeps telling me to subscribe to Premium.

The charges have been made to my account already.

Kindly advise.

Thanks.

С
Rank

Приветствую!Установил Дизер Hi-Fi на ноутбуке,оформил подписку,всё работает.На смартфоне,с этой же учётной записью,постоянно реклама и подписки нет.Что делать?

Jaime.
Rank
Userlevel 7
Badge +7

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 :)

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.

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!
Jaime.
Rank
Userlevel 7
Badge +7

Hi @Jenna Marie I have check on our system and your premium subscription via Apple is active.
If you don’t have access please log out and log in again with the email linked to the account and the corresponding password.
If the problem persists please get in touch with our Deezer Support Team 

J
Rank

Hi my subscription has changed to the free trial but I pay for my monthly subscription. I’ve logged on to it and it even says I have a paying subscription. I can’t listen to my music. 
please help

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