Answered

"We are unable to complete your transaction"


I am trying to resubscribe to the deezer family subscription that was cancelled 3 months ago but the app won't let me use PayPal or pay by card to restart the service, can anyone offer some help or advice
Thanks in advance
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Best answer by Rafael. 9 August 2018, 12:37

Hi, If anyone else have any problem with a payment, please get in touch with our support team here, they will be able to have a look for you 😉
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20 replies

Userlevel 1
I am having the exact same issue... Just refuses to let you pay for deezer...
Userlevel 1
I've even tried different emails, cards and paypals and it still won't work.
Userlevel 7
Badge +1
Hi guys, are you trying on browser on a PC?
Userlevel 7
Badge +5
Hi, If anyone else have any problem with a payment, please get in touch with our support team here, they will be able to have a look for you 😉

I have contacted the Support team countless time and i never got assistance. Ever since deezer upgraded, everything change from good to worse. no one is able to subscribe. At least give us the answer instead of referring us to the support team. I was there, no help given. 

Userlevel 7
Badge +3

Hello @Benitez, sorry that you feel you had this experience with Deezer support. However, for this kind of issues, they are still the right persons to go to, to have it solved. Do you have a current issue that needs attention? We’ll do our best to see that it gets solved.

Have a nice weekend :slight_smile:

same problem here I changed my Visa and wanted to update the payment methods, tried all my new cards which are active but failed. I contacted the support team and informed me to check with my bank. I contacted my bank and asked why you are blocking me from deezer and they replied that they don’t :)

the strange thing is that when I connect my PC from USA by VPN, for example, I am able to perform the payment ?! It seems that payment from UAE is not acceptable due to technical issues.

 

 

Userlevel 7
Badge +3

Hi @abdulrahman I've checked here and I can see you tried to make a payment on the account but that payment seems to have been refused. 

Please make sure that:

  • There are sufficient funds to pay your Deezer subscription
  • Your credit card is able to make overseas purchase (Deezer is based in France)
  • Your card does not expire in the next three months
  • There are no restrictions in place preventing you setting up regular subscription payments
  • Your card is registered in the country you are trying to start your Deezer subscription in. (For example, you cannot use a Brazilian credit card if you are in Mexico.)
  • You are not using a VPN or Proxy Server.
  • You don't have security apps installed on your computer that are preventing payment details being entered on the Deezer website. Make sure your settings allow for pop ups and see Deezer as a safe site.

Thank you and let me know if you need any extra help :slight_smile:

Hi @abdulrahman I've checked here and I can see you tried to make a payment on the account but that payment seems to have been refused. 

Please make sure that:

  • There are sufficient funds to pay your Deezer subscription Yes, there is sufficient funds
  • Your credit card is able to make overseas purchase (Deezer is based in France) Yes, I can
  • Your card does not expire in the next three months No, it does not
  • There are no restrictions in place preventing you setting up regular subscription payments Yes, no restrictions
  • Your card is registered in the country you are trying to start your Deezer subscription in. (For example, you cannot use a Brazilian credit card if you are in Mexico.) Yes, registered
  • You are not using a VPN or Proxy Server. No
  • You don't have security apps installed on your computer that are preventing payment details being entered on the Deezer website. Make sure your settings allow for pop ups and see Deezer as a safe site. No, I can make online payments from other websites form same PC but not from deezer website

 

 

Userlevel 7
Badge +3

Hi @abdulrahman I can see in our system that you are in contact with our customer service and they added some days Premium to your account. Please keep in touch with them to continue finding the solution :slight_smile:

I am trying to resubscribe to the deezer family subscription that was cancelled 3 months ago but the app won't let me use PayPal or pay by card to restart the service, can anyone offer some help or advice
Thanks in advance

I had almost the same payment issue until I tried to subscribe through APPLE Deezer App in my iPad and it was successful. 

same problem here I changed my Visa and wanted to update the payment methods, tried all my new cards which are active but failed. I contacted the support team and informed me to check with my bank. I contacted my bank and asked why you are blocking me from deezer and they replied that they don’t :)

the strange thing is that when I connect my PC from USA by VPN, for example, I am able to perform the payment ?! It seems that payment from UAE is not acceptable due to technical issues.

 

 

I had almost the same payment issue until I tried to subscribe through APPLE Deezer App in my iPad and it was successful. 

I have contacted the Support team countless time and i never got assistance. Ever since deezer upgraded, everything change from good to worse. no one is able to subscribe. At least give us the answer instead of referring us to the support team. I was there, no help given. 

I had almost the same payment issue until I tried to subscribe through APPLE Deezer App in my iPad and it was successful. 

I've even tried different emails, cards and paypals and it still won't work.

I had almost the same payment issue until I tried to subscribe through APPLE Deezer App in my iPad and it was successful. 

Sorry all for repeating my answers but I could not believe the problem of payment was resolved by subscribing through APPLE app deezer in my iPAD. Try it yourself and I hope it works. 

Userlevel 7
Badge +5

Hi there @abdulrahman hasan 

Thank you for sharing your experience!

Next time, you can reply once by adding the '@' and quoting usernames you want to mention :wink:

The reason why it worked for you is because we have made improvements to this process with Apple, after a long journey with unfortunate issues. We hope this experience is now better for all users :metal_tone2:

Hello! I have the same issue. My card is 100% valid, but I’m getting an error "We are unable to complete your transaction" every time. Please, help!

Userlevel 7
Badge +3

Hello @Vlad Borsch we are sorry to hear you are getting this error message. Please make sure that:

  • There are sufficient funds to pay your Deezer subscription
  • Your credit card is able to make overseas purchase (Deezer is based in France)
  • Your card does not expire in the next three months
  • There are no restrictions in place preventing you setting up regular subscription payments
  • Your card is registered in the country you are trying to start your Deezer subscription in. (For example, you cannot use a Brazilian credit card if you are in Mexico.)
  • You are not using a VPN or Proxy Server.
  • You don't have security apps installed on your computer that are preventing payment details being entered on the Deezer website. Make sure your settings allow for pop ups and see Deezer as a safe site.

Thank you and let us know if you need any extra help :slight_smile:

I have the same problem with my transaction(((

Tried everything(((

Userlevel 7
Badge +3

Hello @Irene Grishchenko, please get in touch with out customer support team.

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