Payment Issues

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paid twice trying to subscribe with spotty internet. Ended up paying for two subscriptions and I want to cancel one and reactivate the other.
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Hi there @Tj Myers

You've got to contact our support team here to get that sorted 👍🏼
Hello, why Deezer wants me to change from premimum to family subscription? I've already subscriped to premium but deezer stopped it
Why that?
Hi, I have been trying to re-subscribe to my Deezer Premium account all day but I keep getting the message "We are unable to complete your transaction. For more information, please consult our FAQ." I was paying using my bank card and I checked the details were correct at all times and have more than enough in my bank account for the payment to go through. The billing address on my Microsoft account corresponds with the one on my Google Pay account.

I am using Deezer desktop app on a laptop.
Computer: Acer Aspire E1-531
Windows 10 Education
Processor: Intel(R) Celeron(R) CPU B830 @ 1.80GHz 1.80 GHz
Installed memory (RAM): 2.00 GB (1.84 GB usable)
System type: 64-bit Operating System, x64-based processor

The money goes from my account but then comes back within a minute leaving me with an option to subscribe. I cancelled my premium plan about 7 months ago and I was using a Huawei P8 lite and the same payment method.

But now I have changed and updated my card and recently paid for Spotify Premium with the same card and no issues at all.

Please help me.

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Hi there @Hatem El-Nagar

Do you mean you get an ad for Family? I can see that your account is set as Premium. So I've carried out some maintenance and sent you a password reset email. Please change your password and login as normal. Let me know if the issue persists.

Hey @Hi-Phop

I can see that you've spoken to our colleagues in the support team, which was the right thing to do. I'm pleased to know all is sorted.
Hi, I had to change countries but I'd like to keep my playlists and account. I keep getting told my payment failed. If I resubscribe will I lose my saved lists? Thanks,
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Hi there @isabelle73

Thank you for your patience, first of all. You won't lose your music if you resubscribe, no. The only thing you'll have to do is to redownload songs that were previously downloaded within the app. But even that is easy, by toggling the download button on the lists which were already there. If your payment is failing and you've had to change countries, it's likely that the payment isn't supported. But to be sure, please contact our support team here and they'll help you further.

Cant change my payment method, wont except my new credit card. I've logged all the way out, I've uninstalled app, I've turned off and reset phone, what else do I do to get my premium service back up and running?


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Cant change my payment method, wont except my new credit card. I've logged all the way out, I've uninstalled app, I've turned off and reset phone, what else do I do to get my premium service back up and running?



To talk about payments you'll have to get in touch with our support team here, but if your account is free you have to subscribe again using the new card, not change the card details.

Hi. I’m having a subscription renewal issue using my previous card. Has sufficient funds, no issues with my bank. Please advise asap…..jjgar20

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Hi there @jjgar21 

Sorry that's the case. For payment related issues like yours, it's best to contact our support team here. They should help you further ;)



I was supposed to sign up for my free trial of HiFi. So I logged in using Facebook, clicked on Subscribe and entered my payment details. Voila! I immediately got charged and didn't get to use the free trial. How come?




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That's probably because it hasn't been activated or that you're logged in with the wrong details (due to the FB login). So don't worry, @dennisrodriguez, we can help you. Just contact our support team here and they'll sort that out for you :wink:

I signed up for the free try. Sin then I have not been use this and I have tried to canceled but unfortunately the cancelation did not go through. I check my bank account today just to found out that I have been charged by services the I have not been using. Could anyone help me with my situation. If possible can I get refund of my money? Thanks

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Hi there @nicosei

Sorry about that experience. Perhaps something went wrong along the way.

Our support team can help you with you here - they can look into everything that has happened :thumbsup_tone2:

i created a new account in Canada but i used a credit card from Africa to pay the subscription. The first time they said that i already had an account with my actual email , that i should directly subscribe. So i did but the cut the first time , i made the payment 2 times and they were saying that the payment wasn’t fulfilled and something went wrong . 2h later i had notifications that deezer took the payment for subscription 3 times . 

I’m trying to subscribe to Deezer Premium. I’ve tried using website, and android app. But for each payment method I get the same message: We are unable to complete your transaction.

For more information, please consult our FAQ .



My usual payment went out 3 days ago and ever since then I've been changed over to free from premium. The payment has been successful, no problems at all my end and I have been through everything I have read to try and fix it. Still nothing. I have sent proof of payment via FB and nobody is getting back to me. 

I have charged AED 18.99 in spite of clicking on the option of AED 1.99 for 3 months. How will it be reversed?

Hello i close my Paypal but i activate new with same card, but i can’t change my paynament account how I can do that?

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Hi there @Fran.Camm @Sander Peeters @soft care @MelMav30 @Elejn 

Apologies for the difficulties you've been facing. Please get in touch with our support team here and they should help you further :thumbsup_tone2:

I would like to contact someone at Deezer. How do I do it please ?




Deezer has been asking me recently to enter my card details for payment. I already did this a few years ago, why do I have to say it again? 

I had gotten the family plan and it said there was a free trail. I was charged 62.89 sar in the credit card but in the apple receipt and the receipt in the Deezer it says that’s it’s 27.99