Same here too. I tried to reset my password but reset email does not arrive.
Somehow I used “Sign in With Google” instead and it went through into the account and reset it from there.
After resetting, I have now lost my old account registered in 2019 and has been assigned yet another new account created in 2025, under the very same email.
How do I reclaim my old account “kahl46” instead of having to live with a new black empty account.
I waited 24 hours and it didn’t even arrive.
@BigWheel I have a working ticket from Plex support but they are telling me I have to contact microsoft. I have done everything I can in my MS Exchange tenant to whitelist plex emails (allow from 192.254.122.79, @plex.tv, @mail.plex.tv) but this blocking is happening upstream from my available settings.
I have asked for them to send the reset link in the support ticket but still have not received the response. What are the options here? I am a paying monthly customer for over 5 years. I opted out of the lifetime plex pass because I want to support Plex. My plex server has been down now going on day 3 due to no fault of my own which is unacceptable. I am sure I am echoing many others viewing this thread.
Hi all, thanks for all the thoughts on this. It seems to be related to volume (a lot of people requesting reset). The Plex team have told my brother @systemshark that O365 is not accepting the mails. We have tried setting a rule in O365 to whitelist the Plex IP that sends the emails, but so far nothing has arrived. So possible O365 has decided globally to throttle this IP, and we can’t control that from an individual tenant setting. I’ll report as I learn more. One work around may be to change to a registered email that is not on O365 but the licence desk is very busy.
Switching accounts doesnt help when your payment is attached to the locked out account
ok, so the emails from plex are coming from 192.254.122.79, and the response from O365 is 4.7.500.
The SMTP error 4.7.500 is a temporary rejection from Exchange Online Protection (EOP), and it typically means: “Access denied, traffic not accepted from this IP.”
This is not a permanent block, but it does prevent delivery until the issue is resolved. It’s usually triggered by:
1. Poor IP Reputation
Microsoft’s global spam filters have flagged the sender’s IP due to:
High spam volume
Open relay configuration
Lack of proper authentication (SPF, DKIM, DMARC)
2. Missing Authentication
3. Rate Limiting or Throttling
I very much doubt 2 is the issue. I poked around the SPF record and it looks ok. Given it was working previously I think it is 1 or 3.
The workaround within O365 is to add the IP to the tenant allow list within the Defender Portal. We tried this and the IP was rejected (shown as not valid) which likely confirms that it is currently on an exclusion list globally. We have sent some suggestions to the Plex admin team to see if we can Delist/confirm it is listed.
note. all of this relates purely to those on o365. My plex account uses an outlook.com email address, and I can receive an email reset message no problem.
I have this problem too. However, I’ve had this same issue with H-E-B emails and others. It seems that if an email sent from Plex or whomever bounces for any reason 2-3 times, the email address gets put on a grey/black list, and Plex won’t attempt to send emails, or office.com won’t accept them. The fix for this when it happened to me with H-E-B IT support whitelisted my email; it wasn’t an outlook.com fix.
O365 finally delivered a valid password reset email. Had to do reclaim server dance several times.
Has plex completely disabled local server user login users?
Hi Folks, I’m re connected! Thanks for Plex team for reset url which is outside of the email systems. The Plex Team have been brilliantly helpful over the last few days.
I’ve also raised a support case with Micrososft inbound messages are boucing from given IP. (#2509120050000###)
Plex and I have been trying to resolve this in the background. They have Billiantly Helpful, and provided traces etc, as I have. The issue is within the Spam Protection Service at Microsoft directly with Hosted Exchange (I have Business Licenses) The issue looks like Plex Service is retrying and Microsoft is treating these messages like a SPAM and refusing the messages at very edge. The problem is made worse as I suspect it’s multiple Tenants At Microssoft and a single server from Plex. Exchange Transport rules etc don’t appesr to work either so I suspect this problem has been below the service, but the Hack event has raised it.
I’m awaiting an update from Microsoft and I will feed this back to Plex.
@systemshark now has access again. Woohoo!!
The licence team were able to provide a password reset link via Zendesk which arrived no problem. We are going to continue to diagnose the non-delivery issue for the standard password reset, to see if we can find a permanent fix for all.
The Plex reset link service is indeed sending a continuous retry to O365, which is a vicious circle once the receiving server bounces it. We need to diagnose what made the O365 SMTP layer sensitive to the Plex reset email in the first place, was it volume or something else. Again we will report back as we find more 
I never get a password reset link as well.
I changed password in plex server after getting email from proton, did not log out existing devices. Now I cannot log in on new device either with old or new password.
I have used reset password link several times but never get any email.
I use my own domain which simplelogin forwards to Proton mail.
I have tested to send email from gmail to my plex registred email ant it works, no problem there.
I really need this to work ASAP, have a lifetime license on plex.
Mikael Andersson
Folks,
Finally got a configuration from O365 which works, lots of the other changes from Microsoft but this is only one which works and is a perminate configureation change in O365.
Within O365 Admin, Go to Security > Polices & rules > Threat policies > Anti Spam
Add a IP Address to connection filter policy (default) and click edit connection filter policy in the “Always allow messages from the following IP addresses or address range” field/textbox add the PLEX IP address of the server 192.254.122.79, (press enter) to force the webpage to accept the IP Address.
See my attached screenshot.
After 2 days fighting with this (I botched my initial password change because my password manager didn’t properly save the new password), whitelisting the IP as suggested here resolved my issue. Sending another request for forgotten password came in within 2 minutes. Thank you!
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