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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795 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.
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
Done it, sorry...
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 +6

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,
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)!
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 3
Badge
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.
Userlevel 7
Badge +6
Hi @Crisreyglez , @Jacques.Steyn please see above and get in touch with our support team 😉,
I contacted Itunes at the same time I contacted Deezer and they advised me to contact Deezer. I've also notified Itunes that Deezer has advised me to contact Itunes. I've contacted both and neither seem to be helping. You both just keep posting old threads which is no use to me. Can one of you just activate my Premium+ which I've paid for? What can I do?

Thank you
Userlevel 6
Badge +4
hey @Cha Dumnt! Please see above and get in touch with our support 🙂
I have the same program((
As many others I got my premium subscription through Apple store and still have the free account. I don’t have the time to crawl through all the stuff so please fix it. And yes I checked my bank account and money are gone. Thank you.
My payment has been taken but my Deezer keeps asking me to subscribe to premium. I’ve already subscribed
It’s working! Thanks!
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 ☺

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