Payment issues on Deezer

Payment issues on Deezer
Userlevel 7
Badge +3

Payment problem, multiple or unexpected debit? :money_with_wings:

Please contact directly the customer support team by chat or email.


:exclamation: You are here on a public forum and, for your own safety online, it is important not to share your payment or personal details.

 

Has your payment been declined? :credit_card:

Before contacting the customer support team, please check first that:

  • Your registered payment method is valid for at least 3 more months.
  • The payment method comes from the same country from which you want to subscribe.
  • The payment was refused by your bank, as this can happen for various reasons even if you have the funds in your account.

 

Have you paid but your subscription is not activated? :iphone::computer::desktop:

  • Check that you are connected to the correct account corresponding to your paid subscription.
  • Try to log out and log in again.
  • If the subscription is still not activated, please contact the customer support team with proof of payment.

132 replies

I have had a failed payment message from Deezer. This is probably because I have been issued with a fresh card after the last one expired. Can't understand why because all my other payments have gone through without any problem. Went into account details and there is no method of updating the card details. However my payment method says 'Apple inApp payment. I have tried clicking on this but nothing happens.  Any ideas how I can resolve this. It is many years since I have used an Apple device so if I gave to go through them I am sure to have further problems.

Userlevel 6
Badge +2

Hi @GraGra 
I can see that you have a subscription via Apple. 
As we don’t have control over Apple payments or subscriptions, you’ll need to contact them directly an update your card details in your Apple ID as well.
You can contact them through the following link: https://reportaproblem.apple.com 

Thanks for that but I cannot access my Apple account for various reasons including the fact that my email address  changed some years ago. I haven't had dealings with Apple for many years. Have tried recovering the account but that failed because they just don't recognise me. I am snookered but want to stay with Deezer rather than let the account lapse and go over to Spotify or similar. Why can't I open a new account direct with Deezer? 

Userlevel 6
Badge +2

You can open a direct account with Deezer but first you need to cancel the current subscription with Apple.
In your case I would suggest to start a Chat with Apple support and one of their agents will help you with the cancellation.
Click on https://getsupport.apple.com/ >Billing & Subscriptions> Subscriptions & purchases> View, change or cancel subscriptions> No Thanks, continue> Chat

Please let me know how it goes.

Thank you for your help Jaime. I have now had a chat with Apple following the links you provided and they assure me that the subscription through Apple is disabled. So how can I set up a direct payment to Deezer which allows me to keep my playhouses, downloads etc?

Userlevel 6
Badge +2

I am happy to hear that you were able to cancel it properly.
In order to subscribe directly with us, please Login to your Deezer account from a computer via www.deezer.com/offers, and subscribe to any of our offers.
Once you have subscribed please let me know.
Cheers!

Hi Jaime. Thank you again. I have now subscribed to Premium which is what I have always been on - £9.99 per month. Your system now has my current card details. I hope the problem has now been resolved.

Once again, many thanks for your help.

GraGra

Hi... Just send a previous webform. Only giving a quick update. I cannot pay with paypal as well, same message keep popping and I am not being redirected to paypal account. 

I doubt this has to do with my debit card. Please find a solution and advise. 

Userlevel 7
Badge +7

Thanks @gmk007 

Please refer to your support ticket so that the agent can be made aware as well. Here is the link: https://support.deezer.com/hc/en-gb/requests/new

On our side here in the community, I can forward your feedback at the same time, but you need to check if there's something wrong.

Hi Deezer,

I recently discovered that I was charged for Deezer usage via ITunes and via Deezer itself. I stopped one charge, however I am keen to have the double charges refunded. 
Can you return the charges to my credit card account. Thanks so much?

 

Regards

Diederick

I've tried to different cards and it won't take the payment

Userlevel 6
Badge +2

Hi @diederick22 We don't have control over Apple payments and you will have to contact them for a refund. You can contact them through the following link: https://reportaproblem.apple.com
If you would like to request a refund for any charge from deezer directly, please contact our Deezer Support Team and one of our agents will check on the system the eligibility for a refund.
Thanks:relaxed:  

Userlevel 6
Badge +2

Hi @Basil.Zeilmann please check the info above in this topic regarding declined payments
If the problem persists after that, get in touch with our Deezer Support Team 
Thanks:nerd:

I was charged 2 times in a month and I don’t know how to get my money back

I have tried to pay with mutiple cards and it is not letting me i really wanna restore my account

Hi, I subscribed to annual premium plan with black friday offer. After that, I decided to upgrade to monthly hifi plan with different payment card and did it. But now, I have been charged twice for hifi and premium plan at the same time. How can I cancel annual premium plan?

Userlevel 6
Badge +2

Hi @Gheorghe Cristian you might have 2 different accounts. Please get in touch with our Deezer Support Team with all the relevant information on the payments and one of our agents will be able to help you.
Thanks :relaxed:

Userlevel 6
Badge +2

Hello @mizzjanjan6 check the info in this topic above to see different reasons why your payment might have been refused.
If nothing works, please contact our Deezer Support Team and one of our agent will help with your request.
Thanks:nerd:

Userlevel 6
Badge +2

Hi @isomaniac1 please get in touch our Deezer Support Team and explain what happened to one of our agents and I am sure they will be able to help with your request.
Let me know how it goes.
Thanks

I tried paying for deezer premium and it was 4.99 USD but when paying it doubled to 9.99 USD 

Userlevel 6
Badge +2

Hi @Kelly254 I have checked in our system and the reason why your payment was refused is because the card did not have enough funds at the moment of the payment.
Please make sure that everything is fine with the card and try again. 
If the problem persists please get in touch with our Deezer Support Team and one of our agents will help you.
Thanks:relaxed:

And there's an account of mine with the same annk account no.

I got charged and wanted a refund and was told it was processed but to date nothing reflects in my account

Userlevel 6
Badge +2

@Kelly254 in that case you’ll need to contact our Deezer Support Team and provide information of that payment an one of our agent will be able to help.
Thanks

Hi, deezer I subscribed New Years Eve with my MasterCard. I have since logged in and my card is not registered on my account. When trying to redo the subscription it prompts me saying I have already subscribed for a trial period, and will not give me premium features for the trial? Only a day and a half trial? Please help me figure this out. Also  if I could make a recommendation a customer support team would be better than having to post on a public forum.

Userlevel 6
Badge +2

Hi @Bonne Long I can see that your payment was refused.
Please get in touch with our Deezer Support Team and they will be able to help with your request and let you know what is the problem.
Apologies for the inconvenience.

Reply