"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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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.
@Pia.Deezer@Rudi I’ll accept your help too! Thank you!
Hello @TrellyQ, thank you for reaching out, I've checked your account, carried out some maintenance, and sent you a password reset email. Please change your password, reinstall any Deezer apps you've got and log in again, directly with email and password. And let me know if this keeps happening, in which case you should contact the support team so that they help you change your email address.
Have a great day
@Kevin Deezer thank you. I replied to the email I received before seeing your post. I have since changed my password again, however once logged back in I found that the Chrome app “Chromecast” was AGAIN authorized. I did NOT authorize this app. I’ve been removing it daily. I’ll let you know what happens later on today. Thank you again.
Hi there @TrellyQ
Thanks for coming back and reporting your experience here.
In order for you to change your email address, which I recommend based on what you've explained, you'll need to contact our support team here
@Kevin Deezer for the first time in a few weeks my Deezer “recently played” list is only what I myself have recently played! Thank you for your assistance. Touch wood, everything seems to be functioning normally. Thank you!
Hi @TrellyQ we’re glad to hear that Enjoy your music and please get in touch in case you ever need help again
My account had been hack was link to 3 devise i am not aware of and loads of rubbish music is now cluttering my deezer
My account had been hack was link to 3 devise i am not aware of and loads of rubbish music is now cluttering my deezer
Hi there, I'm sorry about it! Please change your password as soon as possible, I sent you an email. If your account is linked to Facebook or Google, change their password too. Let me know if it helps!
Hola @Kevin Deezer , la verdad es que estoy muy desconcertado con la seguridad de deezer, ya hace bastante ratos me vengo quejado del problema con mi cuenta, cambie la la clave en mas de una ocasion , he hice todas las sugerencias que dicen aquí y ninguna da resultado.
En mi caso en particular me siguen pareciendo diariamente el mismo dispositivo conectado que no es mio. Investigando creo que encentro cual es problema y uno es el logueo por numero telefónico, por esta razón solicite que actualizaran mi numero telefónico a lo cual soporte me responde que ya lo han actualizado pero en mi perfil aun se visualiza un numero que no es el mio.
La verdad me dieron una respuesta indicando que el problema no era de deezer sino de un tercero, por lo cual abrí nuevamente el caso reclamando mi derecho he indicándole que mi obligación (factura) es con deezer no con el tercero que mencionan en la respuesta.
Y aun hoy estoy esperando una respuesta dando solución a mi requerimiento ya que siento que se esta violando mi privacidad.
I work in IT, here are my tips to keep your accounts safe.
Use Google Chrome or Lastpass password manager.
Never use same password anywhere else.
Use password generator with at least 10 of length. Change your passwords from time to time at least on critical devices like computer and your phone where your passwords may be stored with all other personal details to grab. Protect your privacy installing uBlock Origin.
Do not share your account with anyone.
Keep your laptops and phones locked all the time (passcode is the best).
Use two-factor authentication (2FA) if possible. To log in you need password and your phone to receive verification code or questions which you need to do before log in.
Keep your operating system like Windows or Android, virus protection and firewall always up to date, use browser with browsing protection, like Firefox and Chrome.
I hope this helps.
apparently someone else is listening to music at the same time as me? I've cleared all linked accounts/devices, changed password and cleared the cache, problem still happening. ongoing problem for last 3 days
Hey @Wiley11 I have unlinked all devices and also closed session in any device Deezer might be opened. Also sent you a password reset link. Please read the article above in order to keep your account safe. Let me know how it goes
Hello,
This popup comes all the time:
My deezer account is on listening mode on other device. I have only one device.
Tried everything, changed password, uninsralled, reinstalled, all for nothing.
Please assist, this is very frustrating.
Hi @Sunny.Genin
I’ve made some adjustments in your account (unlink devices and closed Deezer in any device where it might been opened) and also sent you a password recovery link. Please read the information above in this topic and proceed to reset your password. If problem persists do not hesitate to contact me again
every day I see there are some tracks added to my favorite tracks list but it is not me. I was remove all account connections but it does not help
Hi @Khachik Shahzadyan I have done some maintenance in your account and closed session in all devices where the account could be open and I sent you a password request link to your email. Please click on the link and enter a new password and check the tips above in this page. If the problem persists, do not hesitate to contact me again.
i have the feeling my account has been hacked.
I've changed my password and email address but it keeps playing songs i do not listen to and the app throws me out when someone ( i do not know) is listen to strange songs..
also i have deleted all the Connected devices but still nothing changed..
Can someone help me?
Hi @ChrisN I have killed session in all devices where the account could be open and I sent you a password request link to your email. Please click on the link and enter a new password.
If the problem persists, do not hesitate to contact me again
When I try to play anything it cuts out and I get a message saying my deezer account is in listening mode on another device. I am the only one using it tho and my phone is the only device connected to my account. Have I been hacked? I have tried to remove my phone from my devices but I can’t find an option to do so. I’m a member since 2014 and I’m thinking to switch to Spotify because this is so frustrating I change my password a several times and still saying the same
Hi @Marcos Guzman I have killed session in all devices where the account could be open and I sent you a password request link to your email. Please click on the link and enter a new password. If the problem persists, do not hesitate to contact me again.
Hello,
since this morning apparently someone is using my account…
ive changed my password but it did it again a few minutes later so the issue isn’t resolved.
Please help !
Hi @jaiinbeety I have killed session in all devices where the account could be open and I sent you a password request link to your email. Please click on the link and enter a new password. Also make sure to read the info above in this topic.
If the problem persists, do not hesitate to contact me again.
It’s done !
I will let you know if it happens again. If not, thanks for your help !
Could someone check my account I can’t play music on my phone, after some seconds it is saying that other device is using my account, but it is not.. I was removed all connected devices but the issue not solved
Hey @Khachik Shahzadyan
Apologies for the poor experience.
I've carried out some maintenance to your account and sent you a password reset email, just in case.
Please change your password and try again! Let us know how it goes
Enjoy your music and please get in touch in case you ever need help again
