Tidal subscription vanished after linking with Plex

[Mugunth_Kumar]

I linked my existing tidal Hi-Fi to Plex and it worked for about a week. But from yesterday, I can’t play Tidal music with Plex or with Tidal app.

Both Plex and Tidal app thinks I don’t have a linked tidal subscription. (Although the Subscription page says, I have one and I’ll be billed again on Sept 18th)

When I login to Tidal, I don’t see any “Active Subscriptions” either (although my latest billing was on 19th August).

Anyone else facing this issue?

Edit:
Tried Disabling Online Media Sources/Music and Reenabling it.
Tried re-authorizing Tidal
Tried delinking and relinking Tidal
Restarted Plex Media Server
Changed my email on Plex to match it with Tidal.

All these doesn’t really work.

[BigWheel]

Please contact billing if you are having an issue with a subscription

https://www.plex.tv/contact/?option=plex-pass-billing

[Mugunth_Kumar]

I did contact and Chris (Plex, Inc.) replied and asked me to post here too.

[BigWheel]

You appear to have two separate Plex accounts. Both with very similar usernames but different emails. make sure you are signed into the right one.

[Mugunth_Kumar]

Weird, I have only one Plex account. I was changing my email to match with Tidal’s.

[BigWheel]

ok maybe someone else happens to have same name as you. You never mentioned which app you are using. did you just mean the web app in browser?

[Mugunth_Kumar]

I run PMS on my iMac and use it to stream media to my LG TV. I also use it on the web browser and on iOS devices (iPhone and an iPad)

I use Tidal too on all these devices directly and through Plex

[BigWheel]

OK let’s just start with the Web app. Can you open it up click on “More” on the left and take a screenshot of the sources available there.

[Mugunth_Kumar]

And clicking on the Music source goes to this screen.

My subscription page shows this that I do have a valid subscription

So I reached out to Tidal and they came back to me with this

Hello, Thank you for this information, I was able to locate your account! We do show the account is billed now through Plex and you will need to reactivate the account. Since we’re unable to see the billing details, Plex will need to reactivate this account. All billing and activation inquiries with your account will be handled through Plex Customer Support. I am sure that they will be happy to assist you with this! PLEX forum link: https://plex.tv/contact/?option=plex-pass-billing… Thank you for understanding, and let me know if you have any other questions, I’m always happy to help!

[Mugunth_Kumar]

Another update from Tidal

Hello,

We do show your account as inactivated by Plex.

Unfortunately, since they now hold the billing on this account we cannot make any changes.

You will want to let the Plex Support Team know that your account needs to be reactivated!

They will be able to update your account subscription through them.

Let me know if you have any other questions!

[BigWheel]

We are looking into it. Can I ask if you were on a Trial with Tidal before starting to be billed by us?

[Mugunth_Kumar]

No, my last billing was for AUD 23.99 on August 19.

[Rick164]

Same problem here since at least yesterday, even tried under my new Tidal account which I’m in the process of transferring playlists to but same issue.
Hoping this is just a bug and not some issue with Tidal partnership agreements.

Also the subscriptions link there used to point to a different page for subscription overview (Pass / Tidal) but now only links to a subscribe for Plex Pass page which is a bit confusing for active Plex Pass users.

[BigWheel]

It is being looked into. I know this is happening to a few other folks recently.

[Rick164]

Any update on this?

Having no music for 3 days now is getting boring

[BigWheel]

All the accounts we know about should have been fixed by the Tidal folks.

@Rick164 looking at your account it appears like the wrong Tidal account is linked not sure if you had a different one at some point. Can you please try unlinking an relinking the Tidal account.

[Rick164]

Tried that today but no luck.
Should be linked to my new Tidal account r***@outlook.com but is showing no active subscription both in Plex web (Tidal menu) or on Tidal subscription area.

[BigWheel]

I’m told you seem to have two tidal accounts; a newer one created a couple days ago with no Tidal Sub and another created a few weeks ago with the sub. We are waiting to hear back from Tidal to see why your account seems to have a different issue than others. I think something got crossed when they were fixing things.

[Rick164]

Thanks

Created a new account as changing e-mail address isn’t possible on Tidal sadly, better to do it early on then to lose any user based recommendations later on.

[BigWheel]

Well as far as I can tell when you linked the Tidal sub with us originally and started being billed by us it needs to stay with that Tidal account. creating a new Tidal account can’t transfer the subscription to the new Tidal account as far as I know.