Upgrade is still pending... Why?


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I

’m a Deezer premium user now, few days ago i changed my payment method (card/bank), i must cancel any current subscriptions including Deezers’. After new payment method was activated by Apple, Deezer charged me for the due payment (no issues with me) I went directly to pick Deezer Family plan from subscription section at App store and Apple updated my new payment plan and date from 28th to 15th of each month. It’s still saying “pending” in Apple purchase section and Deezer App still working as per old plan (Deezer premium) and due payment is still on 28th. Apple says its the developer’s side issue. I sent to Emails to you on privacy@deezer.com (only available contact method on website) and no response till date. What is the problem?






16 replies

Userlevel 7
Badge +6
Hey @Sherif

Sorry you've experienced the above. Please get in touch with our support team to get that sorted 😉
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Hey @Rudi
Sorry to say that, but support team gave me irresponsible solution then guess what, the second mail they had no solution ;)

1.(The only solution they reached with my case is asking me to wait till the current subscription ends then re-subscribe through website instead of Apple platform, which i used the very first time subscribed with Deezer which is weird because the upgrade is already available on iTunes and App store subscription section as you can see in my attachments)
2.(Which subscription i have to wait till it ends? The first one on 28th or the new one on 15th? check attacked pics for this plz)

I hope i didn’t break you trust in support team abilities and services.

And plz don’t mark it as “solved” case, because it’s not 😉
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@Rudi i posted a detailed reply trying to explain that it’s not solved yet. i say again “it’s not solved”...
Userlevel 7
Badge +5
Hi @Sherif I could see that the support team was in touch with you about this again. Please do as advised and wait until the Premium subscription is over. I am sorry you were not happy with our service, we do our best to solve problems quickly and correctly, I just do believe there was some misunderstanding at the beginning. Apologies for that.

Let us know if you still have problems after the 28th 😉
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Hi @Flo.Deezer yeh i guess so. I expected a solution more than to hold and try. Thanks tho.
Userlevel 7
Badge +5
HI @Sherif that is the only solution I am afraid. We are not able to change this, I am sorry for the inconvenience.
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Hi @Flo.Deezer
I’m afraid that may cost you some subscribers in the future. Did you know because your system doesn’t accepting the upgrade Apple will charge (and refund of course) to have it canceled from Apple purchase history?
I hope it’s going to work on 28th, because if it didn’t, that’s it with Deezer then. I can’t afford charges and refunds every single attempt specially on something that doesn’t work.
Good luck guys and i hope i don’t have to open this issue anytime later. ✌🏼
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Hi again @Flo.Deezer
As you know i was told the waiting till 28th will reset my subscription to Free account and Deezer has nothing to do with the subscription upgrade to family account dated 15th (which has been completely canceled by Apple on 24th to make me able to resubscribe on 28th normally. And they had to process it manually upon my request and charged me then refund is on its way)

On 28th it didn’t reset to Free as promised, but it didn’t and instead Deezer App subscription section says my last payment was made on 15/5/2019 and next payment 15/6/2019 as Deezer premium not Deezer family which isn’t logical and doesn’t even match my payment attempt made on 15th for Family Account.

Support Team (Mufta) is probably using my given info and details to make it seems as my own thing or Apples’.
He is confidant it’s normal.
Am i the only one seeing it not normal nor logical?

plz advice and report this to someone who can investigate it deeply once and for all so i know what i’m supposed to do!
Thanks
Userlevel 7
Badge +6
Hi there @Sherif

I can see that my colleague in the support team is trying to help you out. He should be able to escalate this should you have further problems. But in our community we can privately discuss payment issues.
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Hi @Rudi @Flo.Deezer
Thanks for replying. I can use a quick advice here.
I’m creating a new account to go around this, but what happens to my downloads on my iPhone in case i singed out to login with another account?

second option: what happened to downloads on my phone if i added current account to a new family account?

Your quick response is much appreciated. Thanks
Userlevel 6
Badge +4
@Sherif Hey! If you log out and log into a different account we will transfer all your music onto the new profile but you will need to download your music to your device again. Please get in touch with our support team to get your music copied 😉
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Oh that’s some bad news for someone who paid couple thousand (local currency) on mobile internet bundles to download music on Deezer.
I may wait unless you can edit or modify my subscription date instead. Or may not wait and use another App for music (sorry to say that) But i was left with not too much options.

(I changed my emial and still receive notifications from community on old email) also (every time i press “help” i have to sign in, and it ask me to sign in with phone number which never worked. Only Email works)
Userlevel 6
Badge +4
@Sherif Hey! I have just seen that my colleague in the support team is doing their best in order to sort it out, please make sure you reply their last email ;)

I can fully understand your frustration, unfortunately this happened due to your subscriptions (both Premium and Family) being paid and managed via Apple and not us 😞 We do not have any access to these payments, and we cannot see, modify or refund them. This is the reason why it's taking longer than expected to fix this issue and we apologise for that.

However, here's what I suggest you to do:
  1. make sure all your subscriptions have been cancelled via iTunes, if necessary please get in touch with Apple to make sure they have been both cancelled: https://support.apple.com/itunes
  2. As soon as your Premium subscription expires on the 16.6.19, your account goes into free mode and we will then add the Family month you have paid for
  3. Alternatively, as my colleague explained via email, please let them know via email (not here please!) what your new Deezer email address is, so they will activate your Family subscription on the new account straight away and copy all music 🙂 I know that downloading all music again might be annoying, but it's the only solution we can offer - and anyway, you can connect your device to a WiFi and avoid using data on your mobile 😉
As regards notifications, you will receive them on the email linked to your Deezer account - which is the one you use also when you post something here. You are free to log in using your new Deezer email address on www.deezer.com and when logging in the Community you will start posting with new profile/email and receive notifications accordingly.

Last but not least - please send us a screenshot of the error message you receive when you click on "help" and we'll be more than happy to keep on supporting you 🙂
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Hi @Alessandra.Deezer
All subscription have been canceled previously!

I’m waiting but you can’t predict how long i can do that, since i have been waiting for over a month now!

Support Team’s last email has no options except for waiting!

I’m texting support team via my new email linked to Deezer!

It’s your community that keep sending emails of my previous email not support team!

When i go to “help” from App settings it requires log in every time and always start with log in using mobile number which never worked, so i have to by default pick sign in using email!

That also happens every single time i press subscription on Deezer App (it doesn’t show me anything unless i log in. Every single time)

Thanks for your support!
Userlevel 6
Badge +4
@Sherif Hey! I can see you have a Deezer account on the same email as the one you use to contact our Support Team. Then you have another email, which is the one you use to write on the Community. However, I have just updated your email for the Community to the one you use for your Deezer account, so now you should receive all notifications (from both Client Support and the Community) on the same address ;)

As regards your query, please make sure you always log in using email and password! Also, as my colleague from Support team suggested, the only chance is to either wait for your current Premium subscription to end and then activate Family other to create a new profile with alternative email - in this case our Support Team will be able to activate Family straight away. However, my colleague from Support Team will get in touch ASAP and assist you in case you wish to create a new profile and activate Family straight away 😉
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Hi @Alessandra.Deezer
Alright. Thanks.

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