# Personal media not found after purchasing plex pass **URL:** \ **Category:** Plex Media Server\ **Tags:** server-linux, server-synology\ **Created:** [March 25, 2025, 4:03pm UTC](https://forums.plex.tv/t/personal-media-not-found-after-purchasing-plex-pass/910222 "2025-03-25T16:03:58Z")\ **Posts on this page:** 9\ **Page:** 1
**Author:** ![lionel286](https://avatars.discourse-cdn.com/v4/letter/l/d9b06d/32.png) [@lionel286](https://forums.plex.tv/u/lionel286)\ **Post date:** [March 25, 2025, 4:03pm UTC](https://forums.plex.tv/t/personal-media-not-found-after-purchasing-plex-pass/910222/1 "2025-03-25T16:03:58Z")
Server Version#: 6.2 and 7.2 Player Version#: I used to use Plex free with movie and show media on two distinct synology servers (DS1513+ running DSM 6.2 and DS920+ running DSM 7.2) with no problem so far (over 20k movies & 600 show series). My userid used to be “lionel286” and all was well. I then purchased a Plex pass and unintentionally was given a new userid “lionel7346”. Now when I want to add my personal media I keep getting an invitation to install Plex Media Server (which is of course installed on both servers) and even when I download and install them to my servers, I can’t seem to get beyond teh point where I need to install those servers again… HELP!? Update : I found out that my initial Plex id (lionel286) was created with another email than the one I purchased the Plex pass with. Can this be the cause, and if so, how can I fix this? I woudn’t wan to have to rebuild my whole library, if possible… ---
**Author:** ![tom80H](https://sea1.discourse-cdn.com/plex/user_avatar/forums.plex.tv/tom80h/32/19753_2.png) [@tom80H](https://forums.plex.tv/u/tom80H)\ **Post date:** [March 25, 2025, 4:29pm UTC](https://forums.plex.tv/t/personal-media-not-found-after-purchasing-plex-pass/910222/2 "2025-03-25T16:29:59Z")
Sounds like it. You can sign out of the server and claim it with your newly created account. With that, you’ll also need to sign your devices into the new account to benefit from the Plex Pass. ---
**Author:** ![lionel286](https://avatars.discourse-cdn.com/v4/letter/l/d9b06d/32.png) [@lionel286](https://forums.plex.tv/u/lionel286)\ **Post date:** [March 25, 2025, 5:49pm UTC](https://forums.plex.tv/t/personal-media-not-found-after-purchasing-plex-pass/910222/3 "2025-03-25T17:49:09Z")
ummm… thanks for your answer; sorry to ask (this never happened to mer before) where and how do i “claim” my servers? thanks for your (more or less detailed) reply; as far as Plex is concerned, i’m a bot of a novice… ---
**Author:** ![tom80H](https://sea1.discourse-cdn.com/plex/user_avatar/forums.plex.tv/tom80h/32/19753_2.png) [@tom80H](https://forums.plex.tv/u/tom80H)\ **Post date:** [March 25, 2025, 6:03pm UTC](https://forums.plex.tv/t/personal-media-not-found-after-purchasing-plex-pass/910222/4 "2025-03-25T18:03:52Z")
## Unclaim the Servers 1. Sign out of the current (Plex Pass) account – preferably close/restart the browser 2. Open the web app using the server’s local IP address → http://[PMS IP address]:32400/web 3. Given you signed out in #1, Plex should ask you to sign in – do that using the credentials of your old Plex account 4. Go to `Settings` \> `[Server Name]` \> `General` 5. On this page, you should see a box stating “This server is claimed by” with your (old) account name and e-mail address – click the `Remove` button next to that section 6. Repeat 2, 4 and 5 with your second Plex Media Server ## Claim the Severs with the new account 1. Sign out of the old (non-Plex Pass) account and restart the browser 2. Repeat 2-4, using the credentials of the new Plex account 3. On the General settings, you should now see an option to claim that server under the new account 4. Repeat 8+9 with your second Plex Media Server ## Alternative There’s an alternative approach to reclaim a server on Syno. This will be different for the DSM 6 and DSM 7 installs! You can use this if you no longer have access to the old credentials or run into trouble “jumping back and forth” between the accounts. - DSM 6 → [Synology FAQ - Questions, Answers, and How-To's - #31 by ChuckPa](https://forums.plex.tv/t/synology-faq-questions-answers-and-how-tos/490215/31) - DSM 7 → [Synology FAQ - Questions, Answers, and How-To's - #38 by ChuckPa](https://forums.plex.tv/t/synology-faq-questions-answers-and-how-tos/490215/38) ---
**Author:** ![lionel286](https://avatars.discourse-cdn.com/v4/letter/l/d9b06d/32.png) [@lionel286](https://forums.plex.tv/u/lionel286)\ **Post date:** [March 25, 2025, 7:20pm UTC](https://forums.plex.tv/t/personal-media-not-found-after-purchasing-plex-pass/910222/5 "2025-03-25T19:20:31Z")
Thank a lot, I’ll be sure to try that tomorrow! I’ll let you know. ---
**Author:** ![MovieFan](https://avatars.discourse-cdn.com/v4/letter/m/779978/32.png) [@MovieFan](https://forums.plex.tv/u/MovieFan)\ **Post date:** [March 25, 2025, 9:13pm UTC](https://forums.plex.tv/t/personal-media-not-found-after-purchasing-plex-pass/910222/6 "2025-03-25T21:13:22Z")
You can also try contacting billing and ask them to refund your purchase so you can them buy it under the correct account. ---
**Author:** ![lionel286](https://avatars.discourse-cdn.com/v4/letter/l/d9b06d/32.png) [@lionel286](https://forums.plex.tv/u/lionel286)\ **Post date:** [March 26, 2025, 12:51pm UTC](https://forums.plex.tv/t/personal-media-not-found-after-purchasing-plex-pass/910222/7 "2025-03-26T12:51:27Z")
Hi Tom, many thanks : I’ve been able to restore access to my libraries thanks to your very clear and detailed guidance. TOP! ---
**Author:** ![lionel286](https://avatars.discourse-cdn.com/v4/letter/l/d9b06d/32.png) [@lionel286](https://forums.plex.tv/u/lionel286)\ **Post date:** [March 26, 2025, 12:53pm UTC](https://forums.plex.tv/t/personal-media-not-found-after-purchasing-plex-pass/910222/8 "2025-03-26T12:53:09Z")
Hello MovieFan, thanks for your input; if Tom80H’s suggestion hadn’t worked out, I guess your suggestion would have been the ultimate approach… thanks anyway! ---
**Author:** ![system](https://global.discourse-cdn.com/plex/original/3X/2/a/2acb9765406f63293d357b4ec509ec39aa28f2ad.png) [@system](https://forums.plex.tv/u/system)\ **Post date:** [June 24, 2025, 12:53pm UTC](https://forums.plex.tv/t/personal-media-not-found-after-purchasing-plex-pass/910222/9 "2025-06-24T12:53:22Z")
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