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Why is my payment being refused?



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Userlevel 1
Hi I have the same problem and have been waiting days for a response on my support ticket. The problem needs to be solved by the accounts team - they need to work out why they are rejecting your payment and rectify it. There is nothing you can do differently that will let it go through. Using different methods of payment will not make a difference.

I'm surprised how long they take to help. It also happened to me when I last upgraded my subscription about 2 years ago. You would think the worst problem they could have is one which prevents customers making payment.
Userlevel 7
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Hi @lindokuhle.tusi unfortunately we cannot see why this is happening. Please see above of what you can do in this case 😉
Monthly payments were taken back by the bank cause of to little money on the bank. I get payed 4 weekly. Now I want to renew and it's denied. Is there something I am overseeing?
Best regards, Robert
Hello,

My credit card was charged by Deezr for the month of December. I have not been subscribed to Deezer for several months now. I would like the amount refunded please.

Reagrds

Alex Zezov
Userlevel 7
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Hi @Robert Coenen please try to follow the steps at the beginning of this topic 😉
I was using a credit card for Deezer payment. I had to discard this card for security reasons. I logged in to Deezer to register a new card to pay for the outstanding fees ( not under my name, I don't have the new card yet )
First Deezer said, it has accepted the new card details, but still tried to process the payment using the old ( wrong card) which was obviously rejected by the bank. I have tried again to register the new card, now even the card registration or Paypal change is rejected.. I have no idea what to do..

Please advise
I was asked to update my payment method and did and then a day later I was switched to the free version? Then I went to re-subscribe and now none of my Visa Cards are being taken??? One is a debit card and one is a credit card. I already called and made sure there was no issue with my bank on the debit card and I have plenty on the credit card to spend...


HELP!
Userlevel 7
Badge +6
I was using a credit card for Deezer payment. I had to discard this card for security reasons. I logged in to Deezer to register a new card to pay for the outstanding fees ( not under my name, I don't have the new card yet )
First Deezer said, it has accepted the new card details, but still tried to process the payment using the old ( wrong card) which was obviously rejected by the bank. I have tried again to register the new card, now even the card registration or Paypal change is rejected.. I have no idea what to do..

Please advise



Hi Karolyn, please see this topic above. I believe you are not able to use this card because its under someone's name 😕

I'm trying to change my payment method to Paypal, because 6 cards I've tried now were rejected, despite having sufficient funds. But when I go to my profile, and to "manage my subscription", it just redirects me back to my account every single time. It feels like Deezer just does not want me to subscribe. Can anyone please help me? Been struggling for days.


I am having the same problem as Jade.waterloo. I have checked everything below and cant see why there is a problem. the same credit card is being successfully used for other subscription services like Constantcontact and mindbodyonline.



Hey there, if your payment is being refused, please contact your bank and make sure there aren't any issues with your card.

If your bank tells you everything is ok, please delete the cache and cookies in your browser and try it again. Try another browser if necessary.

Also, 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 starting a Mexican Deezer subscription.)

- You don't have security apps installed on your computer that are preventing payment details being entered on the Deezer web site. Make sure your settings allow for pop ups and see Deezer as a safe site
Deezer is rejecting my creditcard even though the card is working perfecting with other subscription services such as constantcontact.

I have tried all the suggestions below and it is still refusing the card


"Hey there, if your payment is being refused, please contact your bank and make sure there aren't any issues with your card.

If your bank tells you everything is ok, please delete the cache and cookies in your browser and try it again. Try another browser if necessary.

Also, 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 starting a Mexican Deezer subscription.)

- You don't have security apps installed on your computer that are preventing payment details being entered on the Deezer web site. Make sure your settings allow for pop ups and see Deezer as a safe site
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Userlevel 7
Badge +6
Deezer is rejecting my creditcard even though the card is working perfecting with other subscription services such as constantcontact.

I have tried all the suggestions below and it is still refusing the card


"Hey there, if your payment is being refused, please contact your bank and make sure there aren't any issues with your card.

If your bank tells you everything is ok, please delete the cache and cookies in your browser and try it again. Try another browser if necessary.

Also, 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 starting a Mexican Deezer subscription.)

- You don't have security apps installed on your computer that are preventing payment details being entered on the Deezer web site. Make sure your settings allow for pop ups and see Deezer as a safe siteView original



Your account is activated until the 27th December. Please wait until the end of this period, when your account is Free again and try to subscribe using the card details. If you need any more help, please get in touch with our support team here.
Userlevel 7
Badge +6
I was asked to update my payment method and did and then a day later I was switched to the free version? Then I went to re-subscribe and now none of my Visa Cards are being taken??? One is a debit card and one is a credit card. I already called and made sure there was no issue with my bank on the debit card and I have plenty on the credit card to spend...


HELP!



Please contact our support team here 😉
My card expired and my payment failed. I'm trying to refovthe new details but it keeps wanting to make me open a new account. How can I just fix this I dont want to loose my playlist.
Userlevel 7
Badge +5
Hi @Bennywenny69

Please have a look above and let us know if you still need any help.
I am trying to resubscribe. When I put in my information it tells me something went wrong. I've tried both of my debit cards and also pay pal. This is really frustrating since music is my life and deezer is the best music site. Please help.
Userlevel 7
Badge +5
Hey there @Nelly Ann Grawet

Sorry to hear that. We need to get you back up and running!
Have a look here to see if any of the tips help. You may have to contact your bank to check if there's any block on their side. Sometimes it happens.
If you can't get the problem solved, let me know.
I missed payment and I now don't have the account please activate it again
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Hi there.

When I try to get my free premium acces I see this message:


https://gyazo.com/4b6fdc922030481f2884a0fdb2a200e8

My VISA is ok.
Userlevel 7
Badge +5
Hi @0726376465 I could see that your recent transactions have been refused, but your account is still active. We do not block accounts in that sense. You should be able to use it, but you should change your payment method as the payments are not going through. Please see above for troubleshooting.

Hi @PavelBB since we do not support Russian in the community we are not able to understand what it says in this message. Please try the troubleshootings above if this means your transaction has failed.
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Hi @PavelBB since we do not support Russian in the community we are not able to understand what it says in this message. Please try the troubleshootings above if this means your transaction has failed.


It says: "We were unable to complete your transaction".
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If I try to choose Paypal it shows the same message.
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Still there. Any help?
Userlevel 7
Badge +6
Still there. Any help?


Please try from a computer and if you get the same message, please clear the cache/cookies of the browser.
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Still there. Any help?
Please try from a computer and if you get the same message, please clear the cache/cookies of the browser.


I did this just now. Didn't help 😞
Userlevel 7
Badge +5
Hi there @PavelBB

If you've tried checking the issue with your card/payment provider, then please contact our support team here and they'll be able to check on our end 😉

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