My account was stolen, how?

General Discussions
1

I just found out that my Plex account was stolen. Back in June, I purchased the lifetime Plex pass. I use Plex only about once or so a month so I’m not in it every day. So today, I went to login and I couldn’t. Come to find out, after I tried requesting a new password and couldn’t, when I searched my inbox, I found in my Office365 DLP filter an email indicating that somebody had gained unauthorized access into my account and was somehow able to change the email to their own. That email was on February 7th so I can’t click the reversal link anymore. That reference code Plex puts in there is why it got caught by the DLP filter too. I guess it tricked the engine. So now I have no 120 dollar Plex pass but a receipt that says I should… …That I’ve only used for less than a year. :frowning:

This morning I contacted Plex billing and I have yet to hear back from them. I sent them everything needed to prove my ownership of the account.

  1. The original receipt from the Plex Pass purchase
  2. The email showing the unauthorized login activity
  3. The email that shows somebody changing the email to their own.
  4. A description of the problem at hand and the facts to back it up…

I just really want my software back! Plex, please help!

Keep in mind that the account I’m posting this from IS NOT the account that has the PLEX membership. I had to create another account with a different email address just to post this for any Plex employees or moderators that see this.

2

Plex Billing is the way to go.
Give them some time to process your request and keep in mind we’re approaching the weekend.

3

What’s a normal response time from them? I sent the email at 7:30 AM today. They said it would be within one business day and not on the weekends. Ok sure. But I was hoping I’d at least have an acknowledgment by EoD.

4

They have just been short staffed the last couple days. I’ll poke someone to take a look.

5

Thank you. I am back in my account and have followed the directions on the email including enabling MFA so this shouldn’t happen again. Very much appreciated! :grinning:

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