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Itunes Payment - Account not upgraded



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Userlevel 7
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Hey@mohanad.jarrar @Littlezombie! Please make sure you follow all steps suggested in this thread and our Client Support team will be able to activate your Family subscription :) 

 

I just renew my subscribe at Apple iOS Appstore

 

my trouble is

 

  1. can’t log in iOS app
  2. Log in Desktop app and Web (same account)
  3. but My subscribe is still “deezer free”

 

where is my money???

Userlevel 7
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Hey @KIMDONGHA ! Please find further info in this thread, follow all steps and get in touch with our Client Support Team to activate the month you have already paid for ;) 

Hey. I had a issue. I paid for sub over iTunes with new payment method. They charged me twice and what most terrible I still have no active sub in Deezer app. I spoke with apple support and they confirmed 2 transactions, also they check my account and found out that on Apple side my sub is active( can send proof pictures from my account). For some reasons only application don’t see my active subscription. Can you help me please since it seems like trouble some where on your side. Thank you

Userlevel 7
Badge +5

Hi there @Ksenia 

Sorry you're having this problem. Please speak to our support team here and they should sort it out for you :wink:

Hi, I renewed my subscription through I tunes and it hasn’t updated on my account. I read similar situations and you provided link to send the screenshots. Can you give me that link as well please? I already cancelled the subscription through I Tunes. 

Userlevel 7
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Hi there @Davidyvane 

Thanks for reaching out. Please follow the info above :wink:

Hi , i paid for my subscription today 01-11-17, they took money but the application doesn’t work!! Can you help me pls??

I appreciate your straightforward answer to a user's question! I am very impressed! I use deezer on my laptop, android and echo dot and it works so smoothly! 

I’m using IOS, i mean that the subscription is not active,as if i am still in free trial.

Hi , i paid for my subscription today 01-11-17, they took money but the application doesn’t work!! Can you help me pls??

 

Userlevel 7
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Hey @roadrunner 007 

Please do get in touch with our support team here and they should be able to help you further :thumbsup_tone2:

When trying to purchase a premium subscription, i get this error however i am actually subscribed on the apple store as deezer is one of my subscriptions.

Userlevel 7
Badge +3

Hi @Luca Farrall please do not subscribe to Premium again.

I’m sorry your Apple iTunes store subscription isn’t active in our system, this might have been a synchronisation problem between the systems. As you were charged by iTunes, I am unable to see the payment as it is Apple's policy to not share any personal payment details with us.

However, here's the solution I can offer:

1) Cancel all your Deezer subscriptions with Apple on your iPhone or iPad
- Go to Settings > iTunes & App Store.
- Tap your Apple ID at the top of the screen.
- Tap View Apple ID. You might need to sign in or use Touch ID.
- Tap Subscriptions
- Tap the Deezer subscription
- Press cancel to confirm 

2) Please send the following via this link here directly to our customer service (not here in public):
A screenshot photo of the cancellation / end date AND the payment receipts you did not receive any service for (must show Apple ID, Transaction ID, date, amount paid).

We will then add the time accordingly to cover for the time you paid to Apple 😉 At the end of that time I recommend that you subscribe directly with us from a PC or Mac via www.deezer.com/offers, so we can handle your subscription easily.

Apologies for the inconvenience caused.

Hi - signed up to the free 3 months but it is not working and still asks me to subscribe but when I go to, it says already subscribed and subscription processing. I’ve signed in and out, it’s been 3 days now

So I paid for a new subscription about 17 hours ago and it’s not working, it still says to renew even though I’ve already paid and money came out of my bank account this has happen before but I recieved my subscription after an hour now it’s almost been a day and I can’t listen to whatever I want to listen to, I did not pay 12.99,,, 14 dollars with tax to not be able to listen to my music, Please fix this

Userlevel 7
Badge +5

Hi @Tbaby 

have a read of this link to see if it helps: - https://en.deezercommunity.com/your-account-and-subscription-5/paid-but-still-being-asked-to-subscribe-2169

 

Let us know how you get on :) 

Userlevel 7
Badge +3

Hello @Lizzy1991 we are very sorry your Apple iTunes store subscription isn’t active in our system, this might have been a synchronisation problem between the systems. As you were charged by iTunes, I am unable to see the payment as it is Apple's policy to not share any personal payment details with us.

However, here's the solution I can offer:

1) Cancel all your Deezer subscriptions with Apple on your iPhone or iPad
- Go to Settings > iTunes & App Store.
- Tap your Apple ID at the top of the screen.
- Tap View Apple ID. You might need to sign in or use Touch ID.
- Tap Subscriptions
- Tap the Deezer subscription
- Press cancel to confirm 

2) Please send the following via this link here directly to our customer service (not here in public):
A screenshot photo of the cancellation / end date AND the payment receipts you did not receive any service for (must show Apple ID, Transaction ID, date, amount paid).

We will then add the time accordingly to cover for the time you paid to Apple 😉 We also add 15 days extra for the long waiting time. At the end of that time I recommend that you subscribe directly with us from a PC or Mac via www.deezer.com/offers, so we can handle your subscription easily.

Apologies for the inconvenience caused.

Userlevel 7
Badge +3

Hello @Tbaby we are very sorry your Apple iTunes store subscription isn’t active in our system, this might have been a synchronisation problem between the systems. As you were charged by iTunes, I am unable to see the payment as it is Apple's policy to not share any personal payment details with us.

However, here's the solution I can offer:

1) Cancel all your Deezer subscriptions with Apple on your iPhone or iPad
- Go to Settings > iTunes & App Store.
- Tap your Apple ID at the top of the screen.
- Tap View Apple ID. You might need to sign in or use Touch ID.
- Tap Subscriptions
- Tap the Deezer subscription
- Press cancel to confirm 

2) Please send the following via this link here directly to our customer service (not here in public):
A screenshot photo of the cancellation / end date AND the payment receipts you did not receive any service for (must show Apple ID, Transaction ID, date, amount paid).

We will then add the time accordingly to cover for the time you paid to Apple 😉 At the end of that time I recommend that you subscribe directly with us from a PC or Mac via www.deezer.com/offers, so we can handle your subscription easily.

Apologies for the inconvenience caused.

Hello,I have a problem. When I emter Deezer it says I need to pay to listen offline etc but I have confermation I have paid. What should I do?

Userlevel 7
Badge +3

Hello @stburazin we are very sorry about that. Please follow the steps in my comment above yours and let me know if you need any further help :wink:

Well my Deezer said “subscribe now and and get rid of ads” but I still had a premium account. I paid anyways the 10th of January 2020, through iTunes. But I know it  went through because the “subscribe now and and get rid of ads” disappeared, and I did not receive emails to renew my subscription. Then last night my Deezer account switched to free.

Userlevel 7
Badge +5

Hi @Dylanhendricken 

 

please have a read of this link to see if it helps: - 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 have subscribed for the free 3 months premium Deezer. But it not working why is that. Every time I want to listen it asked me if I want to subscribe. Then I canceled the subscription but still nothing. I logged out and logged back in. I use IOs

Userlevel 7
Badge +3

Hi @Dylanhendricken I’m sorry your subscription isn’t active in our system, this might have been a synchronisation problem between the systems. As you were charged by iTunes, I am unable to see the payment as it is Apple's policy to not share any personal payment details with us.

However, here's the solution I can offer:

1) Cancel all your Deezer subscriptions with Apple on your iPhone or iPad
- Go to Settings > iTunes & App Store.
- Tap your Apple ID at the top of the screen.
- Tap View Apple ID. You might need to sign in or use Touch ID.
- Tap Subscriptions
- Tap the Deezer subscription
- Press cancel to confirm 

2) Please send the following via this link here directly to our customer service (not here in public):
A screenshot photo of the cancellation / end date AND the payment receipts you did not receive any service for (must show Apple ID, Transaction ID, date, amount paid).

We will then add the time accordingly to cover for the time you paid to Apple 😉 At the end of that time I recommend that you subscribe directly with us from a PC or Mac via www.deezer.com/offers, so we can handle your subscription easily.

Apologies for the inconvenience caused.

Userlevel 7
Badge +5

Hi .

First I would suggest to have a look below and see if it helps :

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

If it doesn't then you can contact Deezer support directly for help :

https://en.deezercommunity.com/get-started-14/tip-contacting-deezer-support-172

Thank you Noam

 

I did try the 1st link didn`t work

 

busy trying to get to the support team

I paid for the family plan through Apple today and received an email saying it was confirmed but my plan still says premium and all of my downloaded playlists are gone? 

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