No download button despite having plex pass and being admin

[clem_mld]

Server Version#:1.41.9.9961
Player Version#:2025.22.0 (1195)
Hello everyone !

For the context : I have a Plex account that I have created years ago but went unused.
Recently I got a Synology NAS and started using Plex again. I got it setup on that NAS, and installed the clients on my iPhone, iPad and Apple TV. I also bought 1 month of Plex Pass 2 days ago with it.

Now, here is the issue : the download button is missing on all of the installed clients. All of them are running the latest App Store versions (tried uninstalling and reinstalling) and nothing solves the issue. I used the Cloudflare DNS of both my local server and my iOS devices, still no luck.

One interesting thing I have seen is that in the iOS app, when going to Settings → Player Experience, all options (except for Auto Play) are greyed out with the Plex Pass icon, which (I think) means it thinks that I don’t have Plex Pass (which I have). So I think there is clearly a bug here.

Is there anything I can do ? And if not, does anyone know if the team is at least aware or working on the issue ?

Thanks in advance

[tom80H]

I take it you’re trying to download media from your own server, do you?
Can you verify you’ve purchased the Plex Pass membership for the account you’re using for your server (and clients)? This should be listed at the bottom of the Personal Information section of your account preferences.
https://app.plex.tv/desktop/#!/settings/account

If it’s not listed there, double-check the e-mail confirmation from when you bought the membership, comparing the e-mail address against the one used in your Plex account.

If that’s not sorting it, your best shot will be to contact Plex‘s billing team.
https://www.plex.tv/contact/?option=plex-pass-billing

[OttoKerner]

A “Remote Watch Pass” is not a full “Plex Pass”.

[clem_mld]

Oh indeed, I only have the Remote Watch Pass, sorry about that. Thank you so much for your time.