Purchased Lifetime Premium ten days ago, but account does not show Premium status

General Discussions
1

I purchased a Lifetime Premium subscription ten days ago on Dec. 20, 2019 and verified the purchase went throught with my credit card. My account status shows the Lifetime Premium purchase also, but my account does not reflect Premium status. How long does it take for Lifetime Premium status to take effect? I’ve also tried logging out/logging in from my Plex account on my web browser, but the “Go Premium” button still shows as well.

Thanks,

RM

2

Maybe Billing are on Xmas leave

3

Make sure that you don’t have a different account for the forums.

You may also need to make sure the same account that is showing the plexpass is the same as what the server is logged in.

Finally you might try to restart the server so it refreshes the plexpass status.

4

Hello,
i am having the same problem.
i only have one account and able to log in fine.
my bank account shows the payment is cleared.
I have done all the common trouble shooting even reinstalling thinking it was a config issue.
Thanks in advance

5

@russellmays, @PlexUser2
Please connect with the billing team as suggested by SE56. Find the link to the contact form below:
https://www.plex.tv/contact/?option=plex-pass-billing

6

Hi,
Thank you for your quick response.
I have reached out a couple days back, just waiting on response.

7

Thanks for the responses. I’ve emailed the billing team twice (about a week apart), but no response. Tried the suggestions with my account (only have one) but there is no indication it is a premium account yet. I’m still prompted to “Go Premium”.

8

Please compare the email address / the plex username on your receipt (which you received per email when you bought the Plex Pass) with the one you are using with your server, under Settings- Server - General

9

I only have one account and email address with Plex. When logged in my account (https://app.plex.tv/desktop#!/settings/account) and under “Payments”, it lists one payment (Type: Sale; Description(Plan): Lifetime; Status: Purchase (Settled); Created At: 2019-12-20). I can send you the transaction ID privately for verification if needed.

10

Is it the same account as you are using now to access the forums?

11

Yes, same account.

12

Forgive me to ask again, but I need to make 100% sure. Could you send me the email address per PM, which you used to buy the Plex Pass?

13

OK, that’s the same. But in the logs available to me, there is no record of a Plex Pass bought recently.
I will forward this to ppl with more access permissions to the records.

14

Got word from Plex Pass support that your request was answered 6 minutes after you sent it. Look in your spam folder(s).

You bought a Plex Pass Gift Code.
That is for giving it to an other Plex user. If you want to redeem it for your own account (which you did not do, yet), you need to go through the process of buying a regular subscription, but enter the gift code during the process. Start here: https://www.plex.tv/plex-pass/

After applying a lifetime code, the user still needs to “Continue” on the form and confirm the subscription (but they won’t enter any payment info).

1 Like
15

I did not receive a gift code by email or other means. I’ve looked at the purchase receipt and order information but do not see it. Where can I find the gift code?

16

The code should be in your email. It shows on the Plex side as ‘delivered’ to the mail server of your account.
A copy of this email was just sent again (and acknowledged as ‘delivered’).
Again, check your “spam”/“filtered”/“irrelevant” folders.

17

I check the inbox and spam/junk folders every day since the order was placed and didn’t receive any email or order acknowledgement. After a couple days, I logged into my Plex account and discovered the order was placed with a receipt, but didn’t receive any messages. Please resend the email or the code to me and I’ll watch for it.

18

It has already been resent. Just now.

19

A service rep from my ISP just contacted me and said that domains ending with .tv have to be whitelisted by request due to their spamming policy. The message you just sent was rejected, and I requested that “plex.tv” be an exception. They’ve confirmed the exception has been made and messages from plex.tv should work ok now. Please resend the message one more time. Thanks

20

Please let me know if you resent the message with the gift code. It hasn’t come through yet.

Thanks