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Paid but still being asked to subscribe


Userlevel 1
Have you upgraded your account? Are you still seeing adverts and being asked to subscribe? Try these quick fixes.

If you paid via Itunes, please check this topic

Just set up your payment?


It can sometimes take a couple of minutes for the system to update your account status after making a payment.

Please wait five or so minutes and then follow the steps below to log out and then log in again.
On the app:
  1. Navigate to My Music
  2. Tap on the Settings icon
  3. Then click on Manage my account
  4. And then Log out
On Deezer.com:
  1. On the left hand bar, click the Settings icon (gear wheel) ⚙
  2. Click Log out at the bottom

There may be a problem with the payment


It’s really easy to see if there has been a problem with your payment - check your email! We’ll let you know if anything hasn’t worked.
You can also check your bank statement to see if you were charged by Deezer. If not, chances are there was a problem with the payment and you can just subscribe again.

Has the subscription lapsed?


Have a quick look on your Subscription page for any notifications:
On the app:
  1. Head to My Music
  2. Tap on Manage my account
  3. Your My Subscription Plan should be at the bottom
On Deezer.com:
  1. Head to My Music and click on the Settings icon (gear wheel)
  2. Click Account Settings
  3. Your subscription plan information will show under My Information

Logged in with the right account?


It’s possible to create multiple Deezer accounts, you just need a different email address for each account. Please check that you’ve logged in with the correct account that has your paid subscription.

If you’re not sure which email you used to create an account, an easy way to test is:
  • Try recovering the password for each of your email addresses
  • If an account exists, you’ll be sent an email with a new password.

Still not working?

🚨
Very occasionally, a bug might come up. Have a look at our News and Announcements section just in case something is affecting you. Otherwise, contact us here.

1452 replies

Why has deezer changed my account to free subscription when i pay monthly by direct debit
Userlevel 7
Badge +6
Hi @COBeirne, I checked your account and saw that all payments were refused by Paypal which is why the subscription was cancelled automatically. You can of course subscribe again. But should there still be problem, please contact paypal directly to ask why this happens 🙂
I switched to premium membership a little bit earlier today, and the activation process came in handy. But the ads are still coming. Could it be because I used my secondary email address while I was a member before? (Do you always have this ad addressed to [removed to protect personal details] ? However, I used my primary email address when switching to premium today: [removed to protect personal details]. I'm very happy if you can help us solve this together.
With love...
Userlevel 7
Badge +6
Hi @Kamil Pilawski, I just saw that my lovely colleagues from our support have already dealt with your case. It's a know issue with some Itunes payments, but we're able to help 😉
Userlevel 7
Badge +7
Ddi you pay via Apple store?
no i did not pay with the apple store, i paid by credit card and the acceptance letter came to my side. then the activation information came.
Welcome [removed to protect personal details]!
You now can enjoy a world of unlimited music.

Start taking advantage of your Deezer Premium+ offer now:

• Superior sound quality: 40 million tracks with unlimited listening.
• No connection necessary: on your computer, smartphone or tablet.
• No restrictions: unlimited skips, no ads.
• Infinite discovery: recommendations available everywhere.
Purchase information:
Transaction date: 21-11-2017
Transaction ID: [removed to protect personal details]
Amount: 0,99 TL
Payment method: Kredi kartı - MASTERCARD
Next Payment 21-02-2018
Next payment amount : 9,99 TL

Hi Alev,
Congratulations! Your account has been activated, you’re now a member of the Deezer Community.
Why not ask some questions, make some suggestions (we’re all ears), share some banging tracks or join others on the forum.
Enjoy!
The Deezer Support Team
I payed for premium but my music wont load
Userlevel 7
Badge +6
Hi @Daniel.Silva.Jr., how did you pay and did you get the confirmation for the payment?
Userlevel 7
Badge +6
Hi @Alev, the subscription is active but you're not logged in to the right account. Please log out and back in with the hotmail address 🙂
Userlevel 7
Badge +6
Have you upgraded your account? Are you still seeing adverts and being asked to subscribe? Try these quick fixes.

If you paid via Itunes, please check this topic

Just set up your payment?


It can sometimes take a couple of minutes for the system to update your account status after making a payment.

Please wait five or so minutes and then follow the steps below to log out and then log in again.
On the app:
  1. Navigate to My Music
  2. Tap on the Settings icon
  3. Then click on Manage my account
  4. And then Log out
On Deezer.com:
  1. On the left hand bar, click the Settings icon (gear wheel) ⚙
  2. Click Log out at the bottom

There may be a problem with the payment


It’s really easy to see if there has been a problem with your payment - check your email! We’ll let you know if anything hasn’t worked.
You can also check your bank statement to see if you were charged by Deezer. If not, chances are there was a problem with the payment and you can just subscribe again.

Has the subscription lapsed?


Have a quick look on your Subscription page for any notifications:
On the app:
  1. Head to My Music
  2. Tap on Manage my account
  3. Your My Subscription Plan should be at the bottom
On Deezer.com:
  1. Head to My Music and click on the Settings icon (gear wheel)
  2. Click Account Settings
  3. Your subscription plan information will show under My Information

Logged in with the right account?


It’s possible to create multiple Deezer accounts, you just need a different email address for each account. Please check that you’ve logged in with the correct account that has your paid subscription.

If you’re not sure which email you used to create an account, an easy way to test is:
  • Try recovering the password for each of your email addresses
  • If an account exists, you’ll be sent an email with a new password.

Still not working?

🚨
Very occasionally, a bug might come up. Have a look at our News and Announcements section just in case something is affecting you. Otherwise, contact us here.
I got the promotion for $ 9 pesos for 3 months and when I wanna use the app is asking me for subscription !

I paid a week ago !!

Please help me !
Userlevel 7
Badge +6
@lentos I can't find the payment. Please send your paypal email address here and we'll have a look 🙂
The abonement was paid 6 days a Go an my Account stay as free and no deezer+
This morning deezer was working fine, and I had a premium account (I've been subscribed since June 2017) and this evening it told me I was not subscribed and I was using a free account, despite the fact that I have paid for this month. Also, the app keeps on crashing and won't play any music.
Why I hear pjublicity every few songs for a kind of abonnement on Deezer ? I pay almost 10 euro a month. I don't need this publicity. Please stop it immeadatly..!

Jefke.
Userlevel 7
Badge +6
@Carlos Ospina, I moved your topic to this one. Please check the points mentioned and let us know, should you still have issues 🙂
I am being charged for premium but when I log into the account it states that it is the Free package and I am getting the usual noise and adverts on Flow. It was working ok up to last weekend; I have done all the usual stuff resetting password download app etc but now fed up and considering Amazon. ..
I have premium so why won’t it play a whole album it always comes through as mixed artists?
My settings show that I have the free subscription and yet I am charged $9.99 + tax to my credit card. Please explain
Why is my account on Free when I’ve been paying my subscription fee for the premium+?
Userlevel 7
Badge +7
Maybe this topic will help you :

https://en.deezercommunity.com/your-account-and-subscription-5/paid-but-still-being-asked-to-subscribe-account-not-upgraded-2169
I am paying 9-99a month I can only get deezer music with my phone when I try to play it through my sonos speaker it comes up my deezer information is not valid
Hi. I paid today 7,99€ , but wen i open deezer i must paid . I dont understand it . Pleas check it !
Thx
I recently logged out of my deezer account and when i logged back in its telling me that i have a free account?! I have payed every month for the past year or longer so why has it suddenly changed?! This is so annoying as i never have had any issues with deezer up until recently! More and more tempted to join Spotify again!
Userlevel 7
Badge +6
@Yourmum, I moved your topic to this existing one. The payment via credit card was refused by your bank. But I saw that you've paid with paypal now and your account is back to Premium+ 🙂

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