Sticky Answered

Itunes Payment - Account not upgraded


Userlevel 2
Hi , i paid for my subscription today 01-11-17, they took money but the application doesn’t work!! Can you help me pls??
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Best answer by Pia.Deezer 26 September 2019, 19:00

Hello @Rayshawwn 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.
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841 replies

Userlevel 2
I’ve just got a new phone and I’ve logged into my account and it’s telling me I have a free subscription which I don’t I’ve paid £12.99 and do every month
My payment went through on my apple account but I can’t access my premium access anymore. My iPhone, webpage it’s the same thing. Please advise.
Hi,

I've bought the premium plan on the appstore but my account still on the free mode, I have tried to uninstall and reinstall the app, and it doesn't work, I have tried to upgrade the account again but it says that it is already a premium account. What can I do? I will have to cancel the account if it still charges the monthly fee.

Thanks
Ivan
I paid for the Deezer subscription but it is not working in the app. It says “You’re already subscribed” when I click the “Subscribe” button but it won’t let me listen to music offline and listen to the music I want. I already paid so it should let me do that. I don’t know what’s going on.
Userlevel 3
Badge +1

Hi @Rocigleez, please follow the steps in the reply pinned to this topic, and you will be able to sort it out.

Have a great day! :wink:

I have the same problem as thr most of these people here. I bought Deezer Premium over iTunes, not knowing that there’s an issue.
Would be really nice if someone could fix that.

ID:684150611
Userlevel 7
Badge +5

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 :) 

Done it, sorry...
Userlevel 7
Badge +7

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

Userlevel 7
Badge +7
@marta.cerasoli Please read through the first post of this article. This should help 🙂
Userlevel 7
Badge +7
I suggest the have a look on the post below , maybe you'll find an answer until someone will contact you ...

https://en.deezercommunity.com/your-account-and-subscription-5/paid-but-still-being-asked-to-subscribe-account-not-upgraded-2169
Userlevel 7
Badge +7

Hi there, this is indeed an error, but you can just send the confirmation of the payment to us here and we'll be able to fix this for you ☺I want to contact to support team
where ? Pls I need help urgent


It's hyperlinked on "here" above ;)

Only our support team will be able to check your account...
Iv been charged £12.99 twice today, for my subscription that still doesn't work! I want a full refund imidiately
I'm having the same problem but I paid through cricket. I've gone though my setting and it's telling me my subscription with cricket was cancelled.
i have done a assignature of premiun plan on may 2017 and i never received the service that Deezer had promised to me , i have paid R$ 1.99 for 3 months and R$16,90 for others 3 months by my credit card.
My assignature have a status of free service , Deezer never changed my status and never give to me the service they promised, and i 'll cancel the service on my credit card imediately. I want to receive everything a have paid and never get .Please my bank will contact you . I had a lot difficulty in cancel these premiun plan . contact me by email [removed to protect personal details]
Userlevel 7
Badge +7
Hi
First of all , I don't understand why you didn't contact Deezer on May already . I mean , if you had this issue since May which is 7 months ago , why not contact them and check that?
If you want to cancel your subscription you can do it using the following instructions :
https://en.deezercommunity.com/your-account-and-subscription-5/tip-cancel-your-deezer-subscription-account-116

You can contact Deezer below :

https://twitter.com/deezerhelp
subscription paid - no premium services
I already subscribe, but the app does not detect payment,

This is the se come year in a roe that you take the money renew for Deezer and i can not use it. Be sure that i can use it or give back my money please 

Userlevel 7
Badge +7
Hi @Neil James

I'm guessing you've subscribed via apple store if it's that much? My advice to you would be to unsubscribe via apple store and resubscribe via deezer.com (saving you 3 a month)!
Userlevel 3
Badge +1

Hello @Hani Arafat, have a look at the tips pinned to this topic in order to solve that issue :slight_smile:

Have a good week!

Userlevel 3
Badge +1

I had a premium Deezer account which doesn’t expire until April even though I’ve paid to upgrade to family the funds came out, so according to the Deezer app I’m still on premium but in my subscriptions in Apple it says family one isn’t talking to the other and my families profiles aren’t accessible you can see them but you can’t choose them

Hi @burdo1745, you will find above how to solve that issue.

Have a good one :wink:

Hey I have found that my deezer account won’t let me listen to music even though I have paid for the premium pack I don’t know what’s wrong but can anyone help me
Userlevel 6
Badge +4

Hello @kimvandenberg, hello @drfernandocalvillo 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 +7

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 6
Badge +4
Hello @Rayshawwn 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.

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