"Someone is using my account!" "I get ads when I'm a Premium subscriber" "I get a message saying my account is being used on another device"
Here at Deezer, we care a lot about the security of your personal data. That means we do all we can to ensure all your information is monitored appropriately and safeguarded to the highest standards.
But we can't do everything! You also need to do a bit to make sure you're covered too. Here are a few tips for you to keep everything private and safe:
use different passwords: if you use the same password across different devices and platforms, you're taking a great risk. If one of these platforms/services has a security breach, your other accounts can be compromised as well
use a tough password: it might not be as practical as you'd want, but using a strong password is often considered one of the best ways to stay safe online. Give yourself one or more special characters, use numbers and letters in a varied way
don't get too attached to it: regularly change your password following a similar approach to the one above. If your password has been compromised, this step adds another layer of security
keep things up-to-date: regularly check for firmware/software updates. Generally speaking, the more up to date your firmware/antivirus software is, the more secure your system will be
be careful when opening links: if you open a link in an email that takes you to a page where you’re required to enter any personal details, such as passwords or payment information, make sure the website is legitimate. And don't forget: we'll never ask for your password in an email. Partial payment details may be requested, but only within support situations. For your security, we'll never ask for full payment details
don't forget to logout: whether you’re at work, school, the library, or simply using a device that isn’t your own, remember to log out after using Deezer to prevent others from gaining access to your account.
be a selective sharer*: these days, there're a lot of opportunities to share our personal information online. Just be cautious about what you share, particularly when it comes to your identity information. This can potentially be used to impersonate you or guess your passwords and logins
It's also very easy to reset your password, so you can do this at any time. And if your email address was changed without your consent, please get in touch with our support team.
*note: social media logins like Google or Facebook also have an added risk. If you're changing your passwords, make sure you unlink the account from these platforms first. You can always link them again straight after.
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If Deezer is concerned about my account, then why do I have to login with my account on my family members phones in order to give them access to my Deezer familyplan? Should they not have their own account which i can link to my (parent)account? Ex. Microsoft Family each member has his own email/pwd/xbox account.
If Deezer is concerned about my account, then why do I have to login with my account on my family members phones in order to give them access to my Deezer familyplan? Should they not have their own account which i can link to my (parent)account? Ex. Microsoft Family each member has his own email/pwd/xbox account.
The Family account is 1 account only with a few profiles and It's the user's choice to give access to their family account. We understand that some users would like to have other options of login and we have already passed this feedback on to our devs.
Please vote for this idea! https://en.deezercommunity.com/ideas/874 😉
I'd love to get a 2-factor login, and/or a notification whenever a login from a new device happens. Can we make that happen?
I have just had the same issue as the original query. I have changed my password. Can I assume that this is the end of the problem? Thanks.
Hi there @MJS
What original query are you referring to? Please be more specific so that I can give you an accurate answer.
Hi Rudi.
My issue was that when I last accessed the App on my phone, it seemed that someone unknown to me had accessed and had been using my account. I have now changed my password. I am puzzled however as to how anyone could have cracked both my email address and password. Can you throw any light on how this happened and how it can be prevented in the future? Thank you.
Hi @MJS unfortunately we are not able to find out how this happened. Pleas make sure you use a different password for all your accounts and make it more secure by adding a special character and a number. Should this happen again please let us know.
Hello,
Since few weeks, two unknown devices have been connecting to my account.
Two Iphone and I'm the only one to have access to my account. My account is not link with others (Google, Facebook, ...) and I have a Samsung, correclty referenced in the "connected devices".
The first time I deleted them and changed my password, but it does not fix the problem. They are back everyday.
I made a test : from my computer, I deleted the link with my Samsung. That does not work. My phone was still connected, because Deezer did not ask my password when I tried to connect again with my Samsung and it appeared again immediatly in the "connected devices".
I request a security improvement of the option "unlink device". Thank you.
Hey @Micka-Aile ! Thanks a lot for all information provided. I can hear you and we are working in order to improve our security measures :)
However, here are a few important things you can do to help secure your account details (not just for Deezer, by the way):
- regularly check for malicious software on your devices (if it's a family account, every family member should be reminded)
-do not use the same password / e-mail combination for all online services
-change your password regularly and choose strong password combinations
I apologise for the inconvenience and let me know if you have any further questions. :)
Have tried to get help with another topic - but support has gone quiet on me as my account was hacked and now I've logged in via facebook I'm not able to use my subscription - I want to cancel my subscription ASAP as I'm completely in the dark as to what is going on - I've been with Deezer for years on a family membership and I've never had as much trouble with a subscription service before - please please help!
Have tried to get help with another topic - but support has gone quiet on me as my account was hacked and now I've logged in via facebook I'm not able to use my subscription - I want to cancel my subscription ASAP as I'm completely in the dark as to what is going on - I've been with Deezer for years on a family membership and I've never had as much trouble with a subscription service before - please please help!
Hi there, we don't have access to your account… please get in touch with our support team here, they will be able to help you with it!
I think for the hifi subscription i pay to you i have a right to ask for an explanation - whose are the 2019. most played songs in my account ???! I have never listened to any of these songs!!!! NEVER!!!!!!!
Hi there @GoranS
Thanks for reaching out to us. It could be that your account was compromised during the year. If you still have concerns now, please contact our support team here and they should be able to help
How about dont force your users to go through a 2 minute robot recapcha (even before the login is correct)..
Hi @klemcijada it is a security step to protect your Deezer account from being compromised. You do not have to do that very often. For further information please read the info at the top of this page. Apologies for any inconvenience caused.
Hi, sorry for my bad english, this is google translate. I have security issues with my account. At night, someone connects to my account and listens to the same artist on repeat - Dean Huston. Obviously this is a cheat of listening. I attach a screenshot of the listening history from my linked last.fm account. I disconnected the attached devices from the account, but they are connected again. I can’t change the password for the account, because I no longer have access to the e-mail specified by me in the registration, and it doesn’t allow me to change the e-mail deezer for some reason. Please deal with this, it would be a shame to refuse deezer because of this. Thanks.
Hi there @zorinmic
Thank you for reaching out to us. It was perfectly fine to understand your query.
We can help out, but because you have no longer access to the email of the account, I recommend you to contact our support team here. They can sort that out for you
Hello Dezeer Team
i have a subscription since long time ago and a I already downloaded more than 350 songs but unfortunately i get surprised that today ZERO in my download…!!!!?
which's made me abset due to my lost effort in Music selection and my payments already done.
meanwhile i need u to return back my account under my IOS mail
removed to protect personal details
Regards,
Abdullah BaSaad
Hello @AbuTalah, if your email address was changed without your consent and your downloads removed, it may be because your account was compromised. You should get in touch as soon as possible with our support team.
I changed my password twice and deleted all the connected devices, even though the only connected device was my phone, however, I still get an error message saying someone else is listening on my account. And my history is also filled with artists and songs I have never listened to. Kindly assist.
Hi there @Naaz.M
Sorry to hear that.
I've had a look at your account, carried out some maintenance, and sent you a password reset email. Please change your password, reinstall the Deezer app(s) you may have and log in directly with email and password (not with Google). Let me know if the problem persists
I keep getting albums saved to my account that I haven't listened to and the app also tells me that somebody else is listening. Please help! It's very annoying and it's tempting to cancel my subscription because of it.
Hello @a.archer83071, it sounds like your account is used by someone else. I’ve checked it and been carrying out some maintenance. I have also sent you a password reset email, please change your password, reinstall the app and try to login again. If the issue persists, we might have to change your email address to ensure the safety of your account. Please also have a look to the post pinned to this topic where you will find some useful tips to protect your account.
Don’t hesitate to get back to us if needed
Hello @Kevin Deezer , I’ve done all of the usual security maintenance, but someone is STILL using my account!!! I’ve never ever logged into my account on any device other than my own computer, iPad and iPhone. Never. I’ve had the account since 2014. I’ve changed my password. I’ve changed my user name. I’ve tried to change my email, however each time deezer says “email is unavailable”. I don’t understand this. I’ve removed “chromecast” from accepted browser apps, twice now! But it’s come back! Someone else has been listening to my account daily for the last, approximately, 3 weeks. They’ve added albums to my favorites! Every time I try and use the “recently played” feature to play a lullaby for my baby I am unable to find what I myself recently played! It’s all been invaded by someone else who listens to music I’ve never heard of. PLEASE HELP ME. Thank you.
