I got an email today that my plex pass had an issue being renewed and they wanted me to update my credit card info. I had recently gotten a new card so I went to their site to update the credit card. I updated the information and submitted it, to which plex declines the card saying “GATEWAY RESPONSE: FRAUD”
Great… so I call chase (my credit card company) and ask them why they are blocking it to which they reply “we aren’t blocking anything. something is wrong on their end, we don’t even see plex trying to charge you.” sigh ok…
So I reach out to Plex to which they confirm that their “processor” is blocking my payment and they don’t know why and they aren’t going to do anything about it. Their suggestion is to use paypal.
What kind of garbage support is this? You’d think that people trying to give plex money they would actually help you out, but apparently this isn’t the case.
Anyone have any suggestions? Is there a plex alternative since apparently Plex just doesn’t want my money anymore?
Further update… I have been paying plex since 2017. They have just now decided that my username “must be fraud” so they no longer want my business. Plex is a joke. Their support is a joke. Kick out a paying customer for the stupidest reasons ever. What a joke of a company.
Hello,
We are sorry for the situation. As mentioned, your account/name (not the specific card) was flagged as a potential fraud risk. Security is important to us and we would rather have a false positive than have a user’s payment method compromised.
Another alternative as mentioned would be to sign up through our mobile app. The app stores use their own risk detection methods and may not trigger the same result as our website.
Well your username is strange to say the least. Is it surprising that a company changes their policy in some way?
Just contact billing support and get your case resolved.
Nope. Sorry, billing just got back to me. They don’t care. That was their final answer. They just booted a paying customer for over 2 years. Worthless company support and stupid business model. Kick out a loyal paying customer. Who the hell would sign up for a payment processor that they have zero control over? What idiot at Plex made that business decision?
Kelvin (Plex, Inc.)
Nov 8, 1:05 PM PST
Hello,
It is not your username that is being flagged, it is your real identity, the one associated with the credit card. We use a company called Braintree to handle the actual processing of payments with all the various credit card companies and banks. They use a system to check if there has been activity on a person’s credit accounts that may indicate risky activity, when this occurs, they will not accept payments from that person to prevent unauthorized activities.
For example, if you report that you lost a credit card to one bank, there is a potential that you may have lost other credits too and have not contacted those banks. Accepting payments from these other cards could be considered a higher risk of fraud. These decisions may change over time as other activities influence the potential risk factors.
Unfortunately, we are not informed of the actual reason for the decline, nor are we able to override these decisions. The only resolution is to use an alternative method as previously mentioned. Sorry for the inconvenience.
A small inconvenience? I now have to find another media management system for my home. That’s small to you? You heard me say they don’t care and aren’t fixing the issue, right?
Can’t. I require the plex pass features for my setup. Mainly the accounts set up to separate kids movies and grown up movies. don’t really want my 4 year old turning on total recall. So, do you have a way I can set up these profiles for free? If so, sure, I’ll stop paying them gladly. Especially over their lack of customer support.
I have a centralized server on my vmware farm. Wouldn’t this mean I would now have to burn two guests for two different servers? If not, then I guess I could do this. I have roku satellite devices on my TV’s so there isn’t a PC at each TV.
Plex Home makes it all appear easier, and it may be, but all the bits are there for you, or me, to do many of the same things. Some care will need to be taken if you have limited the streaming quality - that will now happen on the app - and speaking of apps, you may have to buy a few, but hey - think of all that savings?
My Goddie, Plex just paid for a trip to Disneyland for everybody - and all because they think you’re a criminal…
ok, thanks for that idea. I’ll have to look at the comparison of features and see if the profile piece is the only thing I need. We do use it on our mobile devices quite a bit - especially the woman while she’s walking around the house, so if the free version limits the quality in some way then that might be an issue.
this is such a stupid problem to have. no company should ever refuse money from someone wanting to give it to them. But I guess here we are…
