I invited a family member to be a home user on my Plex server. He received the invitation email successfully and clicked accept. He was then invited to log-in. As neither he nor I have any recollection of him ever having a Plex account, he tried to create one but was told that the account name (his email address) was already in use. We assumed he had already created an account years ago and simply forgot, so we went to password reset. It prompts him to enter his email address which he does but the reset email never arrives. As the invitation email to my server arrived successfully, I doubt this is an issue with the email provider and wonder if he has somehow hit a block list on the Plex side. Happy to provide the account email in question via PM if needed.
Is he also using a Microsoft mail account? They are notorious for delaying or suppressing Plex emails.
I’d look in all kinds of spam folders or try a different mail provider.
Yes, it’s a Microsoft mail account. As the reset email comes from the same plex.tv address as the invite email that he successfully received, we don’t understand why it wouldn’t be received. We also went through all mail history and he never set up a Plex account at this address, so how would another user already be using his email address as their Plex account log in? Is this a bug when setting up home users who don’t already have an account?
Please send me his email address per PM.
There appears to be something wrong with the system’s response. The invited account is in fact not already existent.
I have forwarded this issue to the team.
Thank you very much. Will I hear back directly from the team or will the discussion continue here?
This hasn’t been decided yet.
Fair enough. I shall wait to be contacted.
Just following up on this to see whether any progress has been made. I am yet to receive an update via email.
Still don’t seem to have heard anything back. Is there anything I can do instead of just wait? Should I retry creating the account?
I can only recommend you to try to use a different email provider and email address.
I see. In that case, I shall wait to be contacted a little longer. As this family member only has one email account and does not want to sign up with another provider just to use Plex, trying with a different account is not ideal, especially as we have a different family member with the same type of Microsoft mail account who has a fully functioning Plex account. On the flip side, is there any way that we can request for Plex accounts to be deleted? The logic being that if we could delete his non-existent account that the system incorrectly claims exists, the problem might resolve itself.
So, I tried again with the same account and it signed up without an issue. Emails all arrived fine. Looks like there was never an issue with the email provider but there was the initial issue mentioned above where Plex was mishandling new signups as pre-existing. Once that had been cleared Plex side, it seems to have fixed everything. @OttoKerner , thank you for getting the right people at Plex to fix things, even if they forgot to give feedback after it was done! Without your help, this wouldn’t have been solved.
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