Is Qobuz Customer Service an Oxymoron?

Sorry to hear about your problem and I have no solution.  Their music available and SQ are excellent but everything else, the support, the "community" gets a D-

The answer to the title thread is yes.  I had a terrible experience with Qobuz and then it was impossible to cancel the subscription.  I finally had to cancel the credit card 

I hope they fix it someday because I like and use the service

@robert1234

Please send your question to support-help@qobuz.com

The email address in your above post is spelled wrong. Please review. 

You can contact Qobuz support in several ways:
    •    By phone (for US customers): Toll-free number (888) 882-8065. Other country-specific numbers are available for Belgium, UK, France, Germany, Spain, Switzerland, Netherlands, etc.
    •    By email: The main customer service email is support@qobuz.com, which 97% of customers use. Another email used is support-help@qobuz.com.
    •    Through their website: On the Qobuz help/contact page, you can use the contact form, access help articles, chat with an agent when available, or leave a message if offline.

please send your question to support@qobuz.com. Please keep us posted. 

@hgeifman + 1 - Spelling counts! 

@robert1234

 please Send your request to BOTH email addresses. Thanks. 

Do these instructions help?

To change your email address on Qobuz online, follow these steps:
    1.    Go to www.qobuz.com and log in to your account.
    2.    Click on your name at the top right of the screen to open “My profile.”
    3.    In the “My Personal Information” tab, click on “Change” next to the email address section.
    4.    Enter your new email address.
    5.    Save the changes.
If you encounter any issues or cannot change your email this way, contact Qobuz customer service for assistance.

More info:

Qobuz does not explicitly state that you need to verify your new email address after updating it online. The official instructions simply say to enter your new email address in your profile and save the changes, without mentioning a verification step. However, some users have reported receiving verification codes or emails with codes in other contexts, but it’s unclear if this applies directly to email changes.
If you want to be certain or encounter any issues, contacting Qobuz customer service is recommended.

@robert1234

Any news about getting your QoBuz account updated with your new email address?   

@hgeifman I finally heard from them yesterday. There was a typo in the customer service email address I posted *here* but not in the emails I sent them. The issue is not getting my account updated with a new email address—I did that (although I never received any verification of the change), but now I cannot log into my account using either my new or old email address. Qobuz asked for a Paypal payment receipt, which I sent them yesterday, because they can’t seem to locate the account either. Waiting to hear back from them. Honestly, I searched high and low but could find a US phone number to contact them—perhaps I missed it. There is no shortage of complaints on line about their customer service. At this point, I will say that my experience is that it has been difficult contact them and the response has been very slow (and still ongoing). I do love the product. Thank you for your assistance. 

@robert1234 

Thanks for your post above  

I agree that the combination of ignored requests, poor communication, and lack of effective solutions has led to widespread dissatisfaction with Qobuz customer support.  I also use QoBuz and like it very much.  

I understand that customer support services are difficult and expensive.  I emailed Qobuz and recommended they review their procedures and see what can be done to make improvements to their customer service.  Thanks. 

@hgeifman 

I’m starting to doubt that Qobuz has any customer service at all. I’ve received a few emails from them, but they aren’t really responsive to the last email I sent so they may be AI. One of them asked how I paid for the account so they could use that to track it. Great, now we’re getting somewhere. I sent them screenshots showing the exact details of the charge with reference numbers on my Paypal account. That was a week ago. No response. I’ve sent a couple follow up emails. No response. Also, the phone number you posted doesn’t work.

I’ve tried to be patient and give them the benefit of the doubt regarding their customer service, but at this point I’d say it’s abysmal. I imagine there’s a way to get Paypal to stop paying them and then I could open a new account. But what’s really riding on this is some 500 albums and a ton of songs that I’ve favorited over the years. It would be crushing to lose that.

Thanks for your interest and tips.

@robert1234

I emailed Qobuz using both of their email addresses and wrote: “Please review this Audiogon post. This is not good PR for Qobuz, and I suggest you contact robert1234 as soon as possible to resolve his issue.”

I included your post above and the link to your Audiogon thread. Thanks!

@robert1234 

One more suggestion:

Changing your Qobuz account email can sometimes cause login issues, especially if the system hasn’t updated your credentials properly or if there’s a temporary glitch. Many users have reported similar problems, including not being able to log in with either the old or new email and not receiving password reset emails.

What You Can Try

• Double-check both your old and new email inboxes (including spam/junk folders) for any Qobuz messages.

• Try logging in on both the Qobuz website and app, as sometimes one works when the other doesn’t.

• Attempt the password reset process again, ensuring you’re entering the exact email you used for your account.

• If you registered via Apple, Facebook, or Google, try logging in with those methods if available.

If That Fails:

If you still can’t log in and aren’t receiving password reset emails, this likely requires manual intervention from Qobuz support. Their help center advises contacting customer service directly if you can’t resolve login or email change issues on your own. Some users have reported delays in support responses, but submitting a ticket is necessary in these situations.  

@robert1234 

I understand that you are frustrated by the QoBuz login issues and that QoBuz has been non responsive.  PLEASE DO NOT GIVE UP.    As I posted above, I emailed QoBuz with a copy of your post and my comments. 

I suggest you log a support ticket in the Qobuz web app:

• Click the icon at the bottom right of the Qobuz web page.

• This opens options to access their contact form, help articles, chat with an agent, or leave a message if chat is unavailable.

• Fill out the contact form or leave your message to submit your ticket.

Are you able to stream and play music from QoBuz?   Assuming yes, it means your account is still available and working.  If not, please mention this in your ticket since it complicates the situation. 

In addition to logging the above support ticket, I suggest you send them another follow up email, mention your previous emails, to see if it gets their attention.   PLEASE DO NOT GIVE UP. LMK.
 

@hgeifman 

I was finally able to log into my account this morning. Before I describe what happened, I note that email to support@qobuz.com bounced back. Also, I couldn’t log into the website or the app or access any music.

The problem occurred when I changed the email associated with the account. There was a typo in the new email address. This was my fault and frankly my up close vision isn’t what it used to be. So, my bad. Yet, at the same time, this is an entirely foreseeable human error that happens from time to time. That’s why every online account I’ve ever used requires verification in the form of an email sent to the new account. Qobuz doesn’t. When I couldn’t log in and tried to reset the password, the reset link was likely getting sent to the new, wrong email address I created.

Again, my bad, but exactly the reason why a company should have customer service. Not having a phone number to call (and visible on the website) when all else fails is just inexcusable. This took more than two weeks to fix and could have been solved in a single five minute phone call.

Thank you for all your help. I’m not sure this problem ever would have been resolved without it and any pressure created by this discussion.

For folks that encounter customer service issues in the future, I recommend you contact: support-help@qobuz.com. Qobuz will respond, but be prepared for a long tedious process.

@robert1234 

Thanks for the above update.   I am happy to hear that everything is working now.