I sent in a request for a refund and was told to post here. I’m not sure how this will get me a refund for purchasing the app, but this is me asking for a refund for my app purchase. I am aware Plex changed how you can access remote streaming (with no notice, at least that I ever received). As I pointed out to Dez, Plex has violated their own terms of service and has had the audacity to offer a trial to the product I already paid for as compensation. I do not want a trial to a product for a product I already paid for.
This is a direct quote from the TOS posted March 19, 2025 “PLEX MAY MAKE MODIFICATIONS AND/OR CHANGES IN THE PLEX SOLUTION AT ANY TIME AND FOR ANY REASON. OTHER THAN THE RIGHT TO FULFILL ITS OBLIGATIONS UNDER THIS TOS…”
If you look closely it states Plex has the right to make modifications and/or changes other than the right to fulfill its obligation. Myself and Plex made an agreement when I purchased the app that I would have access to remote streaming for a one time fee. Plex is not fulfilling its obligation to allow me to remote stream. Hence my request for a refund for my purchase.
I don’t know your purchase history. From what you describe, you’ve paid to unlock the mobile app. That used to pay for lifting the 1-minute playback restriction on those apps…
I mean no offense, just trying to get some facts straight (not saying you have to like them).
I paid for more than to remove the one-minute playback limit. I paid for unrestricted remote streaming. Also, I bought the app pretty much day one, when I got it it was not available unless you paid for it.
When I purchased the app there was no one minute restriction. The article you linked was updated less than a month ago. Which they did so to try to avoid this very situation. When I got the app you couldn’t even download it unless you paid for it.
So, you paid for a Plex Pass? Sorry, it’s not obvious from your forum account.
If you have a Plex Pass, that’s still including the option to remote stream media.
All you’ve done there is prove what we said in the first place. That page shows the app was free to download and you needed to pay to unlock the app to remove the one minute playback limit. It had nothing to do with remote streaming.
Wrong link, but regardless I paid for the app that is now no longer usable. That in and of itself violates their own TOS. I just want my 5 bucks back is all.
Yeah, sad to say, that purchase was just for unlocking the app. If you were watching locally or remote, you had to purchase this just to use the app.
The apps are now unlocked, but now SERVERS have a restriction that you cannot view content remotely without SOMEONE ponying up to Plex somewhere (server owners really ought to have a Pass by now). (Technically, I think it is the clients that enforce this new rule, but remote viewing was not part of the contract of features you got by paying 5 to unlock the app)
This is the same team spamming my plex home users telling them to buy a plex pass even though I already have one. They dont seem likely to honor any refund policies.
I disagree to the point that paying the unlock fee didn’t include both local and remote viewing.
I’ve checked a few different Plex resources, and they do not call out any specific limitations of local or remote streaming once the app is unlocked. The only limitations mentioned are around one minute of playback for video or audio and watermarked photos, then the same document goes on to explain … “will remove playback limitations when streaming from a Plex Media Server”. No where in the broader doc can I find a reference that stipulates that the app unlock is only for local media, terms to streaming are only used.
Given this, it is entirely reasonable that Plex either grandfather the remote feature for unlocked clients before the cut-off time, or off a remediation.
(coming from the perspective of a previous product owner who sadly has experience with this kind of change, and the associated troubles it causes as people explore the changes and relate to T&Cs)
Yeah I noticed that also, does anyone know how long that “extended trial period” lasts? I doubt it is really a meaningful remedy.
IMHO that is a bit of an admission by Plex they knew this would be an issue, and to try to avoid people yelling too loudly, or perhaps asking for refunds.
At the core here:
Plex offered a once off unlock for the client to remove playback limitations
Plex did not document or claim any limitation once the client was unlocked
So any reasonable user would assume no limitations once unlocked
Here are a few more extracts from the two resources that @tom80H kindly shared:
This last one is interesting, because they use the words “as a free feature”, people who paid for the unlock, that removed limitations on “streaming” (without any specific reference to local or remote) did pay, so they aren’t looking for free.
Plex should have been clearer with the unlock product offer, providing explicit statements around what was included and what wasn’t. If any one can find such a T&C document that has specific statements all good, else Plex needs to grandfather this capability or offer a reasonable remedy.
(I personally paid for an unlock before I chose my Plex Pass lifetime option years ago, so I have no interest in my $5 back, I’ve had more than $5 value over the years)
