My brother @systemshark reset his password within the Plex app. Successfully, and then clicked the “sign me out everywhere” radio button.
Unfortunately, the new password did not sync to the password manager. So he cannot now log back in. When he tries the password reset option, the reset email does not arrive.
We looked in Office.com Exchange Admin centre message tracing, and the email from Plex is not arriving to the org, which means it’s not leaving Plex.
I’m posting this support message since he cannot log in himself, to do so..!
Same here… I response to the security breach alert yesterday, I attempted to change my password and sign out all active sessions.
I did receive reset links hours after requested the reset link request but when I clicked through, it was no longer valid.
Still not getting the reset email in any reasonable time frame now almost 24 hours later.
(I am posting this under a different Plex.tv account)
I just received two password reset emails but both of them gave an error : The token is invalid, please request a new one” when I entered the new password
Same issue here, reported in another topic (Forgot password - Emails with reset link not received?). My email is also on Office 365 (Business), and I happen to be admin of the domain, and nothing in messages tracing either.
I did manage to get through to someone helpful on their billing support, their initial response was that my email server (i.e. Microsoft’s) was throttling their emails - but after a few exchanges they issued a manual reset link over email.
Something odd must be going on - I whitelisted the plex.tv domain (set spam confidence level to -1 to bypass checks), then also added a manual transport for the source IP sending these emails (I had tested the “forgot password” function on a test account I have with a gmail address, and that came in instantly - could tell which IP the email came from by looking at message headers). But nothing has come in. Out of the 7-8 attempts to reset password, I only got one email, some 7-8 hours later (and the token for that one had already expired). Nothing else has come in since then.
But emails from their support desk and marketing emails are fine (same domain), so I’m suspecting something with the sending SMTP server on their side (must be a different server sending reset emails). Not much we can do there, but posting here in case someone from Plex reads this and is nudged to have a closer look!
It can’t be delivered because the outllook backend systems are reporting as busy and won’t accept it. The Systemshark one has so far been auto-re-tried 22 times.
I don’t buy it - “outlook backend systems are busy”? I assume Microsoft aren’t running their Office 365 exchange servers on an old 8086…
How are emails from every other domain coming in just fine to all my Office 365 accounts? Even emails from other Plex services/domains (such as zendesk, when I contacted billing support yesterday) were coming in just fine.
This seems to be only affecting password reset emails with Outlook / Office 365 services (password reset to my gmail test account sent just now worked immediately).
I’d be happy to look at mail tracing and other diagnostics for this specific flow if that might help. But from what I observed yesterday, nothing was hitting the “customer side” of Office 365 connectors from that email address - so it was clearly being blocked/throttled by Microsoft’s “edge” email servers.
@aeroboy you can contact billing as mentioned above by another and see if they can verify who you are. I know they are very swamped with contacts so it make take longer than usual.
It was meant as a jest, in case the sarcasm didn’t come through!
My point is, something “weird” (or different) is happening between Plex servers (and more specifically, likely, those sending the reset emails) and Microsoft’s, which isn’t happening with any others sending to Office 365. This might be throttling (by Microsoft) of the specific server responsible for sending the password reset emails.
As I said before - happy to help with diagnostics if we want to test something for further troubleshooting (though I doubt I can actually see anything if throttling is happening in a layer outside my control).
Also, @BigWheel - do you know if anyone has escalated to Microsoft support? They should be able to tell us if throttling is due to the sending IP being blocklisted or has been marked as a poor reputation source.
I have tried to contact billing from the contact page link on the plex.tv homepage (yesterday) with no response. Is there another channel (chat/phone)?
I am having the same issue. i changed my password after getting an email Plex was hacked but then got another email tonight in French saying my password was changed again. When I type in my email I dont get a link and I am on MS365 too
I had O365/exchange mailflow up all night and nothing arrived at the inbound connector in a timely fashion. I am betting the volume of password reset requests due to the hack alert has something to do with this.
This afternoon I had two inbound password reset emails arrive (I probably requested 8-10 times for the link) but they gave expired token error.
@skydivermorgan - like you, of the multiple reset attempts I also did, only 1 came in, and mailflow shows it was delayed by ~8 hours. The message headers show it was sent at 15:22 UTC:
Received: by recvd-76dbf98688-t9wh4 with SMTP id recvd-76dbf98688-t9wh4-1-68C04627-3D
2025-09-09 15:22:15.224581437 +0000 UTC m=+8376524.828630943
Received: from OTU0NDg3 (unknown)
by geopod-ismtpd-2 (SG) with HTTP
id ucPUmSyyS2SUtk5tSZRAYg
Tue, 09 Sep 2025 15:22:15.047 +0000 (UTC)
Content-Type: multipart/alternative; boundary=7d6008c93b28f665a7c241901965f26e0fc5cae68315d673fc7548d9aa71
Date: Tue, 09 Sep 2025 15:22:15 +0000 (UTC)
From: Plex <noreply@plex.tv>
Mime-Version: 1.0
Message-ID: <ucPUmSyyS2SUtk5tSZRAYg@geopod-ismtpd-2>
Subject: Reset your password
and finally delivered to the first hop at 23:55 UTC:
Received: from o2.sg0.plex.tv (192.254.122.79) by
AM4PEPF00027A60.mail.protection.outlook.com (10.167.16.68) with Microsoft
SMTP Server (version=TLS1_3, cipher=TLS_AES_256_GCM_SHA384) id 15.20.9115.13
via Frontend Transport; Tue, 9 Sep 2025 23:55:18 +0000
The rest are internal routing hops, and message was delivered to my mailbox within 2 seconds.
This is a vicious circle - O365 users are performing multiple resets since emails aren’t arriving in a timely fashion, piling up the number of emails that need to be resent, and that just adds to the volume spikes that Microsoft is most likely detecting as low reputation and throttling it.
Assuming the IP has good reputation (a quick check I did seems to indicate it does), and if Plex don’t have a different IP pool to send from, then it may be required to have Microsoft delist the IP from throttling. Plex would need to open a ticket with them including IP, timestamps, SMTP 4xx error codes, and then hope someone responds in a timely manner.
@BigWheel Until Plex can resolve the issue with O365, what can I do to get attention to the Zendesk billing support ticket to get support to send the password reset link to be delivered before it expires?
