I've paid for Deezer but I'm still being asked to subscribe/ Paid but still Free

I've paid for Deezer but I'm still being asked to subscribe/ Paid but still Free
Userlevel 7
Badge +4

Have you paid for your subscription? Are you still seeing adverts and being asked to subscribe? :free:
Do not panic and please try the following quick fixes.
 

Have you just set up your payment? :calling:


Sometimes, it can take a few minutes for the system to update your account status after making a payment.
Please wait a couple of minutes and then follow the steps below to log out and then log in again.
On the app:

  1. Tap on Favorites :heart:
  2. Tap on Settings ⚙
  3. Then click on My account
  4. And then Log out

To log out of deezer.com and desktop app, click on your profile picture (top right)  and select Log out.

There may be a problem with the payment :credit_card:

It’s really easy to see if there has been a problem with your payment: check your email!
We’ll let you know if anything hasn’t worked.

You can also check your bank statement to see if you were charged by Deezer. If not, chances are there was a problem with the payment and you can just subscribe again.
 

Has the subscription expired? :stopwatch:


Have a quick look on your Subscription page for any notifications:
On the app:

  1. Head to Favorites :heart:
  2. Tap on Settings ⚙
  3. click on My account
  4. Then click on Manage my subscription

On Deezer.com and Desktop app:

  1. Click on your profile picture (top right)
  2. Click on Account Settings
  3. Your subscription plan information will show when you click on Manage my subscription

Logged in with the right account? :thinking:


It’s possible to create multiple Deezer accounts, you just need a different email address for each account. Please check that you’ve logged in with the correct account that has your paid subscription.

If you’re not sure which email you used to create an account, an easy way to test is:

  • Try recovering the password for each of your email addresses
  • If an account exists, you’ll be sent an email with a new password.

If you paid via Itunes, please check this topic 

 

Still not working?  🚨 :sos:


Sometimes a bug might come up. Have a look at our News and Announcements section just in case something is affecting you. Otherwise, contact our Deezer Support Team.


154 replies

Hello.i subscribe yesterday for Deezer premium and it’s not working.how it’s possible that?i wait for feedback.thanks
Userlevel 7
Badge +8
Hi @Hogea Adrian



please have a read of this link it should help :)



https://en.deezercommunity.com/your-account-and-subscription-5/paid-but-still-being-asked-to-subscribe-2169



Let us know how you get on 🙂

I used to have an premium account from Guatemala. now i live in the United states just tried to subscribe to premium again and was charged. Why is there a different price for US $9.99 and GUA $5.99? for 3 months. My card got Charged and my subscription still displays free user. I need this taken care of.

Hi. I paid for my premium acciunt but it still says I am on free mode. I am finding it difficult to support Deezer now! 

Userlevel 7
Badge +4

Hey @Palesaomnisi@gmail.com  I can see that your subscription has ben activated.:relaxed:
If the problem persists please contact our Deezer Support Team 

I just joined Deezer and subscribed to the Premium account, with a three month trial. No ads on Deezer via my mobile or laptop, but I am getting ads on the desktop version. How to solve?

Hi, I paid my premium account still being free, I already try login out and re-opening my account but still the same, Can u help me pls? 

I was charged twice and the app still doesn’t work!!! I payed for the Deezer premium but My Deezer is still on the free version 

Userlevel 7
Badge +8

Hey @voltairine 

Please see the topic above for more info.

Hi @Santiago Heredia Puerta 

I encourage you to contact our support team here :thumbsup_tone2:

Userlevel 7
Badge +4

Hi @___denaaa___ 
It seems that your apple subscription has not been activated. Please check the following topic

Congratulations, just paid a Deezer HI-FI subscription for a promotion of 37.40EUR (approximately). Well, I wrote you have already participated in the promotion at this price, and "do not worry, the funds were not withdrawn" but the card is withdrawn funds, what to do? Never thought that this could be with deezer = (

 

Original Ukraine:

Вітаю, тільки що оплатив підписку Deezer HI-FI  за акцією в 37.40EUR (приблизно). Ну мені написало ви вже примали участь в акції за цією ціною, і "не хвилюйтеся кошти не було знято" але з картки знято кошти, що робити? Ніколи не думав що таке може бути з deezer =(

Congratulations, just paid a Deezer HI-FI subscription for a promotion of 37.40EUR (approximately). Well, I wrote you have already participated in the promotion at this price, and "do not worry, the funds were not withdrawn" but the card is withdrawn funds, what to do? Never thought that this could be with deezer = (

 

Original Ukraine:

Вітаю, тільки що оплатив підписку Deezer HI-FI  за акцією в 37.40EUR (приблизно). Ну мені написало ви вже примали участь в акції за цією ціною, і "не хвилюйтеся кошти не було знято" але з картки знято кошти, що робити? Ніколи не думав що таке може бути з deezer =(

I'm sorry, but I already received a message from the bank that it blocked the transaction and returned the money.
Thanks.

 

Original Ukraine:

Вибачте, але я вже отримав повідомлення від банку про те, що він заблокував операцію і повернув гроші.
Дякую.

I am a premium member and was getting asked to upgrade. 
Logging out and back in fixed this issue for me.
For me, this problem was only happening on the android app, not the browser (chrome player)  
Thank you! 

-Kyle 

I pay for Deezer, yet when i select a track, it just ignores me and does nothing. I can play the song from the play button and then queue a song to play next, press next and it plays but i cant select it in the playlist directly to play...why not? This only started happening yesterday. Been using Deezer for about 4 years.

Userlevel 7
Badge +8

Hey @Donovan.Paul.Froon 

Please see the topic above for more info.

In the meantime, also log out, reinstall the app and log back in again, confirming your credentials to make sure everything is ok. Let us know how it goes :thumbsup_tone2:

Hello,

Just paid for premium subscription but I cannot access premium subscription content, and it keeps telling me to subscribe to Premium.

The charges have been made to my account already.

Kindly advise.

Thanks.

Userlevel 7
Badge +8

If the info above doesn't help @RodgerThatt, please reach out to our support team here:

 

Приветствую!Установил Дизер Hi-Fi на ноутбуке,оформил подписку,всё работает.На смартфоне,с этой же учётной записью,постоянно реклама и подписки нет.Что делать?

Hi my subscription has changed to the free trial but I pay for my monthly subscription. I’ve logged on to it and it even says I have a paying subscription. I can’t listen to my music. 
please help

Userlevel 7
Badge +4

Hi @Jenna Marie I have check on our system and your premium subscription via Apple is active.
If you don’t have access please log out and log in again with the email linked to the account and the corresponding password.
If the problem persists please get in touch with our Deezer Support Team 

Hello,

yesterday i have subscriber to the deezer family bundle and the amount was deducted from my card however i cannot open my songs and my downloads .

is tgere a way you can check if tge payment has arrived and fix this issue for me

I am paling every month for a premium account. But since a few days i cant play music on my Phone anymore. In the app on mybphone it tells me that i only have the free account

 

What is going wrong?

Userlevel 7
Badge +4

Hi @Dandouna123  I can see that the problem was sorted by customer support and the subscription is active now :relaxed:

Userlevel 7
Badge +4

Hi @Edou Schotanus You might have more than one account and logged into the wrong one. Please check the info above in this topic and if the problem persists, please contact our Deezer Support Team  and one of our agents will be able to help after you provide relevant information of the account such as copy of the payment or any email you may have use to create the account.
Let me know how it goes :slight_smile:

I paid the annual hifi subscription through fawry but hasnt been reflected yet.. i got the payment confirmation from fawry through email and looks like everything is alright however on the deezer app it still shows the free account.

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