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Deezer account hacked


Hello

I got a notification today saying I cannot listen to music from two accounts  (or along those lines) & then it cut me off listening to a playlist I was streaming. I looked at my search history and didn't recognise any of the searches. I have changed my password but please can you look into for me or I will be cancelling my subscription asap.

Thanks 

Becky 

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Best answer by Noam Asulin 27 July 2020, 13:33

Hi 

Check also the following . If you see any unrecognized device delete it :

 

  1. Navigate to www.deezer.com
  2. Find your profile image in the upper right corner and click on it
  3. Choose "Account settings"
  4. Choose "My connected devices"
  5. Check if you have any old devices there . If you do , choose "Unpair"
  6. Try log in to your account in the relevant device again
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19 replies

Userlevel 7
Badge +6

Hi 

Check also the following . If you see any unrecognized device delete it :

 

  1. Navigate to www.deezer.com
  2. Find your profile image in the upper right corner and click on it
  3. Choose "Account settings"
  4. Choose "My connected devices"
  5. Check if you have any old devices there . If you do , choose "Unpair"
  6. Try log in to your account in the relevant device again
Userlevel 7
Badge +3

Hello @beckyboo_1987, if @Noam Asulin’s suggestions didn’t change anything, let us know so we can help you further.

Hello

I got a notification today saying I cannot listen to music from two accounts  (or along those lines) & then it cut me off listening to a playlist I was streaming. I looked at my search history and didn't recognise any of the searches. I have changed my password but please can you look into for me or I will be cancelling my subscription asap.

Thanks 

Becky 


I have the same problem. The only device that is connected in the settings is mine - still every 5 minutes my feed stops playing and shows some dumb ass music that’s not mine. I’ve changed my password thrice, still happening. Please do something, or I’ll unsubscribe and go back to spotify.

Hi 

Check also the following . If you see any unrecognized device delete it :

 

  1. Navigate to www.deezer.com
  2. Find your profile image in the upper right corner and click on it
  3. Choose "Account settings"
  4. Choose "My connected devices"
  5. Check if you have any old devices there . If you do , choose "Unpair"
  6. Try log in to your account in the relevant device again

This does not solve the problem, that's the first thing I did. 

Userlevel 7
Badge +6

Hi 

Check also the following . If you see any unrecognized device delete it :

 

  1. Navigate to www.deezer.com
  2. Find your profile image in the upper right corner and click on it
  3. Choose "Account settings"
  4. Choose "My connected devices"
  5. Check if you have any old devices there . If you do , choose "Unpair"
  6. Try log in to your account in the relevant device again

This does not solve the problem, that's the first thing I did. 

They can solve it right now for you in Chat here.

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

Userlevel 4
Badge

Reporting the same problem as the people in this thread. Really considering moving to Spotify as this is unacceptable.

Please do not give us default support tips, as these do not solve the issue, which seems to be on Deezer-side completely. No password reset, nor FB unlinking or device unpairing has given any sort of result whatsoever.

Expecting this to be solved immediately, also worried about a possible Data breach to have happened on Deezer-side (wouldn’t be the first time).

Userlevel 6
Badge +2

Hi @Luka.Urbac I am sorry about that. Data Breach or similar are always a Thread to all companies and we do our best to keep our users safe.
The only way to prevent this to happen is following support tips as you mentioned but in this case with an extra step which is done on our side first which is to close session in any device where your account could be opened.
But in order to work I need you to click on the link I sent you via email and proceed to reset your password and login again.
Apologies for the inconvenience.
 

Userlevel 4
Badge

Hi @Jaime., I’ve done as you suggested. The problem seems to be solved for the time being, however I really expect this issue not to happen again, as it was obviously a situation where someone else was using my account and could’ve created much more damage in the process.

I’ll keep monitoring my lastfm in case any further unwanted plays appear.

Thanks for your support.

 

Best,

Luka

Hi @Jaime. as of today, I have the same problem. I followed the steps and it didn't help, I changed my password, unpaired my phone, uninstalled the app on my desktop   … and someone is still using my account.

Can someone please help me?

Thank you,

Nina

Userlevel 6
Badge +2

Sure @RedHead I have done the xtra step from our side which is to close session in any device where your account could be open. Also I sent you a link via email. Please click on that link, proceed to reset your password one more time  and login again.
That should help :)

Thank you so much @Jaime. !

 

Userlevel 7
Badge +6

Thank you so much @Jaime. !

Please make sure to use strong passwords. Update your antivirus if applicable.

I also recommend do not share account unless family with anyone.

Not even with your friends.

You can not really trust anyone nowadays. You can have life time friends, but they are gone as soon as you run out of money… or you can share password for Netflix with your friend on your trial and your friend hacks it and steals your account for their use and kicks you out. Never trust.

I’ve been there and so called friend is last season for good two years soon!

I needed to rent the movie I tried to watch on MY Netflix account. I think some account hacked problems is because people trust too much their friends and so did I. Then weak passwords.

My Deezer account I share with no one. They all should pay for their own.

I am a bit worried actually, because there’s many account hacked messages. Does it mean their system anti virus leaks or are these other things happening like weak passwords within user accounts? Should they force Multi Factor Authentication or password requirements.

How we can help Deezer to make a security priority?

Hi @Luka.Urbac I am sorry about that. Data Breach or similar are always a Thread to all companies and we do our best to keep our users safe.
The only way to prevent this to happen is following support tips as you mentioned but in this case with an extra step which is done on our side first which is to close session in any device where your account could be opened.
But in order to work I need you to click on the link I sent you via email and proceed to reset your password and login again.
Apologies for the inconvenience.
 

Can you help me please? Mines has been hacked and I dont have access to the email I used to create account years ago.  It was xxxxxx@hotmail.co.uk  I used to create it but that no longer exists.  Im very worried about this.  Ive been paying for this for months and not beem able to use it.  Ive had no reply on twitter or email.  It would be ideal to actually talk to someone.

Userlevel 6
Badge +2

Hey @Natalie Mcmillan if you don’t have access to that email please contact our Deezer Support Team and one of our agents will be able to change the email linked to the account for a current email you may use and then proceed to the password reset steps.
Thanks :)

  

Sure @RedHead I have done the xtra step from our side which is to close session in any device where your account could be open. Also I sent you a link via email. Please click on that link, proceed to reset your password one more time  and login again.
That should help :)

 

 

Hello. I’m having the same issues and already contacted deezer support but haven’t got any response.

I tried to see a history of devices connected to my account, but I can only see the last device connected, which is my phone. Is there any way for the user to see this information?
Also, I still haven’t got any response from deezer support (i don’t know how much time it usually takes), but if any manager could unlink my deezer from ALL devices and reset my password, I would be thankfull.

Another thing to comment, I’m almost sure that my account is being used by a bot to get more ‘views’ for some artists, is there a place or page to list these these artists for deezer to investigate?

 

Edited: grammar.

Userlevel 6
Badge +2

Hi @Hizium I have made some adjustments in your account now also sent you an email with a password reset link. In order for these adjustments to work you need to click on that link, proceed to reset your password and login again to Deezer.
Regarding the bot suspicion we are not aware of anything like that to be honest and don’t know any page or place to list these artists. But you are welcome to send them here anyway and I can pass the feedback to our music team.
Apologies for the inconvenience

Hi @Hizium I have made some adjustments in your account now also sent you an email with a password reset link. In order for these adjustments to work you need to click on that link, proceed to reset your password and login again to Deezer.
Regarding the bot suspicion we are not aware of anything like that to be honest and don’t know any page or place to list these artists. But you are welcome to send them here anyway and I can pass the feedback to our music team.
Apologies for the inconvenience

Hi @Jaime. thanks for the help. I’ve changed my password and, so far, everything is alright. I can finally listen to more than 5 minutes without interruptions.

Regarding the bot, it’s a suspicion because all the artists have similar music genre, similar names and even similar album covers. But since it’s a suspicion, I feel it would not be right for me to expose the artists names in an open forum. So I’ll report in private to the deezer support. As I said, is for further investigation to check if this is really the case.
Thank you very much for all the help and have a nice day.

I have the same problem!!
I need help!!!!

I also changed my password to a STRONG one.

@Jaime. ???

 

Userlevel 6
Badge +2

Hi @mizia 

I have killed session in all devices where the account could be open and I sent you a password request link to your email. Please click on the link and enter a new password.

If the problem persists, do not hesitate to contact me again.:nerd:

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