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Switching from premium to family subscription

  • 24 January 2020
  • 11 replies
  • 125 views

I am trying to switch from a premium subscription to a family one. Everytime I go to 'manage subscriptions' and click on the family one, it looks like it comes up with a pop up box but then it automatically disappears. I've tried numerous times, but it still says I'm on a premium account. I can't seem to get it to work. Any ideas? 

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Best answer by Gareth Sawbridge 24 January 2020, 19:10

I have exactly the same problem. I spoke with online chat who told me to cancel my Premium account, which I did, and then try later, which I have. Still not worked.

 

I’ve tried it in the browser, Android app and Mac app.

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11 replies

I have exactly the same problem. I spoke with online chat who told me to cancel my Premium account, which I did, and then try later, which I have. Still not worked.

 

I’ve tried it in the browser, Android app and Mac app.

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Hi there @Gareth Sawbridge @Joelliott77 

Thank you for your patience. I can see that this topic fell off our radar - apologies for that.

I can also see that you're both on Family subscriptions at the moment :wink: let us know if you have any other questions :thumbsup_tone2:

 

I have the same problem - there is no “switch profile” in my account, so I found advice here to cancel my plan first.  I have now just done this and am in the “cool off period” but still cannot subscribe to family from the “subscribe” button at https://www.deezer.com/en/offers/family.  The error is unhelpful - “We are sorry, but you are not eligible for this offer.”. 

Deezer, this really should not be so difficult, it should take 1 minute to change my account, not bash my head against it for half an hour, be required to cancel first, and then still have no solution and need resort to community support like this.  

 

 

Well I am not and I got baited and switched last month. I have been on a family plan since last June. I forgot to update payment info and upon renewing the family option to which I'd been able to renew was nowhere in site. That is a very deceptive practice. I have been stuck now for 29 days or told to create a new acct in order to be switched back . This hi definition plan ends tonight I'm sure as before this option will not be made easily accessible. I use to love this app now I'm wondering is it worth after using it for over 7 yrs

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Hi @Honey901  &  @BR_Dunedin 

 

contact support here I’m sure they will be able to assist!

Ok, I got a resolution.  Because I signed up on my phone and payed via the app store, Deezer can’t let me change my subscription through the website.

So that does make sense.  However of course it would be nice if that information was available in the account detail section - few of us would remember the technicalities of how we signed up or consider that it’s important…

So the answer is, if you want to change your subscription and you signed up by installing the app on your phone, then the only way to change your sub is to cancel it and wait for it to lapse before re-creating your account.

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That's absolutely right @BR_Dunedin. We've been trying to improve that experience for quite some time now, so thank you for your feedback. I'll let the teams know about your comments :wink:

Hello,

 

Wanting to suscribe to Deezer Family, I canceled my Premium offer that went til the 17th of April (today indeed).

Now, when I have a look at my account, I can see that I am on Free Mode. But when I want to suscribe to the Family Option, it says that I’m not eligible for this offer.

Do I have to wait one more day to switch ? Or is there another solution in order to suscribe to this offer?

Thanks a lot.

 

Regards,

Userlevel 7
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Hi @iceknight1987 sorry, your Premium subscription via the iTunes Store first had to expire. I can see in our system that you successfully subscribed to Deezer Family in the meantime :slight_smile: Have a nice weekend

same problem for me. should i wait the whole month ( until june 16) so my premium account will expire and only then to try and switch to famely account?

Userlevel 7
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Hello @gilgil yes, please first make sure your Premium subscription is cancelled for sure, then wait for the Premium subscription to expire, one day later you can activate Family with the same Deezer account :slight_smile: Please let us know if you need any further help

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