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Answered

Criminal artists

  • 4 July 2023
  • 4 replies
  • 46 views
J
Rank

My Deezer family account has been compromised, and apparently this problem seems to persist. Frequently change of (a strong) password has not solved the problem so far. My account is used to play music by (mostly) Asian artists which seems to be fake. The purpose must be to trigger some kind of payment each time a piece of “music” is played?? This has not only destroyed my flow history but is also very annoying - and it kills serious musicians trying to make a living.
 

Deezer, please be responsible and add more security. This is a shared responsibility between Deezer and its users. Even after many years with Deezer I am shortly forced to leave with the current level of security..

 

Suggestions:

-Two factor login when linking/using a new unit to play music.

- add a function where you can report obvious fake artists/Tracks played by somebody else misusing your account.

brgds

 

 

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Best answer by Leonídia.Deezer 15 July 2023, 13:01

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4 replies

Leonídia.Deezer
Rank
Userlevel 7
Badge +5

Hi @Jelo, sorry for the answer delay.
An error message appears when the account is compromised this is a security procedure when the system detects suspicious activity.
To prevent any further issues, I have unlinked programs and devices from your account to eliminate any unwanted devices and closed all open sessions on your account.
In order to enhance the security of your Deezer account I suggest that you update your mailbox password.
After that, please reset your Deezer account password through the email I sent to you.
To secure all your online accounts, I advise you to regularly scan your systems for malicious software.

J
Rank

Changing my mail address should not be the way forward. You still need a password to sign in. I constantly change password, password is only used for Deezer,  I constantly delete/unlink attached devices (just to be sure) and  all family members use individual logins. I am changing to another provider -  from my point of view your security standards are no longer acceptable. 

 

Leonídia.Deezer
Rank
Userlevel 7
Badge +5

Hello @Jelo, thank you for your feedback and I'm sorry if we didn't meet your expectations.

When I checked your account, I could notice a notification saying this account having two different profiles using the same account. And that is why you get that alert.

That being said, there many possibilities for why this happened and indeed the multi factor security login would maybe prevent this. But when we get this kind of contacts, means that an email account, Facebook or Google might have been compromised.

Then also there is the downsize of the user experience, as we already have users complaining about so many steps to login on their accounts.
Pretty sure you are aware of this, but anyway let me share this with you. Some security procedures are outside our scope of protection, i.e. if your personal information is illegally acquired online or if your credentials are accidentally leaked on the web.
The most common reasons for suspicious activity are: a malicious virus or key-logging software installed on your computer or device, a phishing email sent by a malicious user using the same email and password combination on multiple accounts and having a commonly used password. See the list here.
To deepen your knowledge on this topic, access this article Activity On Your Deezer Account Help

So that is why we ask for an update of the email on the user account, after we do our internal security process, that includes kill all open sessions.

As I said, I am very sorry to see you leave Deezer after being with us since 2016, so if you reconsider it back, I would gladly help you to go through a new security check with an email update if necessary.

 

J
Rank

Let me get this straight.

I have not received any alarms whatsoever. There are no indications on my user interface that another profile is logging in. I became aware of the problem only when receiving the monthly overview of music played. 
I forgive Deezer that you compromised my mailadress, age etc in December 2022, however, it says something about Deezer and security.

Password used is generated by the IPhone and has not been keyed in :-)

 

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