My Deezer account is being used by someone else

I simply can not play any music on my PC using deezer in my browser or using the app. It's keeps pausing the music and tells me that i am using deezer on another device or page which i don't. I had the app installed on my smartphone, but i am not using my smartphone when listening to the music on my PC. I started experiencing this problem about a month ago, maybe earlier. I have tried deleting the app on my smartphone hoping it would fix the problem, but it didn't. I also have literally no devices connected to my deezer account too.

Hi there @Ningamer.LTU

That could be because your account is indeed being accessed on another device. So I've unlinked all devices from your account and sent a password reset email. Please change your password and make sure the app is up-to-date if you haven't done so. If the problem continues, please let me know 😉

I have reset the password but unfortunately the problem still persists. I am still getting the same message.

Okay, so after few hours of waiting it works just fine. Thank you.

When I try to play anything it cuts out and I get a message saying my deezer account is in listening mode on another device. I am the only one using it tho and my phone is the only device connected to my account. Have I been hacked?
I have tried to remove my phone from my devices but I can’t find an option to do so.

Paul

Hi there @paulfish_1

Sorry you've experienced the above. I've unlinked the devices from your account and sent a password reset email. Please change your password and login as normal, then let me know if the issue persists.

Rudi wrote:

Hi there @paulfish_1

Sorry you've experienced the above. I've unlinked the devices from your account and sent a password reset email. Please change your password and login as normal, then let me know if the issue persists.

you have not unlinked my iPhone from my devices. It’s still linked on the app. I have reset my password and still get he same message. You never answered my original question. Have I been hacked???
This is the message I am getting.

Hi there @paulfish_1

I'm sorry I left your question answered. It doesn't seem that you were hacked, but I can't be 100% because of the access we community managers have. You should contact our support team for further help so that they can discuss the specifics of your account. It could be a bug so it's better to check with them step by step.

I had unlinked your iPhone yes, as in your account it shows it was relinked on 20 June. But it's best to reset the password before logging in again.

I am having same issue here, i've already unlinked the device, unistall deezer, changed the passaword, reinstalled deezer(in this order) and the problem persists. What should I do to use my premium account properly???

Suddenly the app is working again.

Hi there @Miltão

Sorry that's happened. It could've been something on our side. Let me know if it happens again!

I am having this issue also and I’m being offered a family sharing account. I have now lost all downloads, I’m not very happy!!

I changed the password myself (because Deezer were too slow to help) and cancelled my subscription and later renewed it and that seemed to work. However now I am having the same issue as before and I am exasperated with it. As I am the only one in my house with Deezer on 3 devices I do not accept your explanation as I have not made any changes to the way I listen to Deezer.

This needs to be sorted and also a refund for a month as I have not received what I have paid for now.

Please advise!

Hi there @gjevans9

Sorry that's happened. I've had a look at your account and decided to perform some due maintenance to see if it helps. I've had to send you a password reset email again. Please change your password and try to login. Let me know if there are any issues.
And to discuss the possibility of a refund, please contact our support team here 👍🏼

This relates to my previous post here.

@Rudi marked it as answered but it's not solved and has been further ignored.

there is someone using my credentials and the device isn’t being shown into the connected devices, such a security flaw

could you please fix this ASAP????

Hey @jaredping94

Sorry you feel that way. No need to create another topic. The problem hasn't been ignored. Our devs are currently investigating the issue, which is affecting other users as well. The topic has been answered until further updates. Thank you for your patience.

As a first security step I suggest to reset your password to prevent this user from login to your account .
Use the link below to reset your password :

https://www.deezer.com/password/reset

Hi there @Guilherme Lupino

I've replied to you in a couple of topics. We're working on fixing the issue but please do keep me updated. Send a private message if needs be, and thank you for your patience.

Rudi wrote:

Hey @jaredping94

Sorry you feel that way. No need to create another topic. The problem hasn't been ignored. Our devs are currently investigating the issue, which is affecting other users as well. The topic has been answered until further updates. Thank you for your patience.

Hi @Rudi,

This is affecting my account. It's exceptionally frustrating. It seems this has been going on for a while, and I would urge your engineering team to look at this as a high priority issue, because otherwise you're going to start losing users.
I love deezer as a platform, with massive innovation, but you need to consider your operations and your customer happiness as upmost importance.
Please can you sort my account out asap.

Thanks.

Hi @scuzzy

Thank you for your patience and feedback. I've replied to you on another topic. Please let me know if it helped.

Hi there @ToriS 

Sorry that's the case with you. But don't worry, I've had a look at your account and carried out some maintenance. I've also sent you password reset email so please change your password once more and let me know if the problem persists 

I used Deezer on my mac as wellas on my cell phone and all are connected. the problem is that on the Mac i reieve a notification that i Used it on other devices which can’t be. what should I do to make it stop as i can hear a song in a row and it is irritating

 

Hi @ofek1000 please bear in mind that you can connect your Deezer Premium account to up to 3 devices but only listen to music on 1 device at the same time. Please either stop the music on your Mac or on your cell phone. 

In case, this error message does not go away, please read the tips & tricks in this topic: Error message: Your Deezer account is currently in listening mode on another device

Hi, I have same issue with my Deezer app, started about 2 weeks ago. I have changed password but it continues. And I just have my phone linked to the app.

Kindly assist. Thanks.