Unable to unsubscribe from promotional emails

General Discussions
1

I changed my email address within my account about 9 months ago. Today I noticed that the Plex Pro Week '22 Day 1 email was sent to both my current and former email address.

I tried to unsubscribe using the link in the email sent to my old address, but I receive the below error.

The user ID from the unsubscribe URL does not match your account user id.
Please click here to load the email preferences from your signed-in account, instead.

It seems that somewhere, my old email address has still not been updated. How can I either get it updated or stop being sent these to my old address?

2

Thanks for the report!
I am told your old email has now been removed manually from the list, so you should not receive any further mail on this one.

3

Hello Otto, I’m having the same issue. Would you be able to have them remove my old email from the notifications as well? It’s rfaz@protonmail.com

Thanks

4

Done.

5

I have the same problem. I changed my email after the breach a few weeks ago and I’m still receiving the Pro Week emails at my old address. If I try to unsubscribe I get the same error message.

Could you remove my old email address?

6

Same issue here, could you remove my old address?

I believe a non-working unsubscribe link is illegal in both EU and US. If an unsubscribe option is missing there has to be a clear explanation of how to contact you to do this an alternative way.

Might be better to fix the unsubscribe flow (instead of people having to find this forum on their own and removing it manually) so it works for everyone, and also to avoid any legal issues in the countries you operate in.

2 Likes
7

Any update on this?

Just wanted to confirm the Plex team is aware of this and actively working on making the unsubscribe link work as intended, before I report this to the FTC (For the CAN-SPAM violation) and my local data protection authority (for the GDPR violation). I’ll make the report at the end of my work day, so please get back to me before that.

8

Just wanted to add that this text on the support page is not okay:

We have documentation, answers to common questions, guides, friendly forums, and more. Support questions submitted through the contact form will go unanswered.

So for issues (like this one) that don’t have a direct solution in their documentation, there is no way to contact Plex, except a community forum? I think, at least in the EU, having no way to contact a representative for support and complaints is also not allowed.

1 Like
9

It is in the pipeline to get removed.

10

Done.

1 Like
11

Did you forward my concerns about the GDPR/CAN-SPAM violations and are they working on a fix?

12

Yes, developers are aware and are investigating.

13

Thanks. Can you (or anyone else) get back to me if the unsubscribe link is fixed? In case of data protection violations that should ideally be today, even if it is just a newsletter, these issues are really serious imo.

14

You have been removed.

15

Thanks. Am I getting informed when it is fixed for everyone? I am just about to report this to the relevant authorities, but I’ll hold off if a fix is incoming.

1 Like
16

I’Ve told you already above the issue is under investigation.

17

Yep, you did. Wasn’t my question though.

18

May I also be removed? Thanks.

19

I made the report to both the FTC (CAN-SPAM) and the Dutch AP (GDPR), since I don’t feel this is taken seriously.

Since this is mostly a service for self-hosters I think it’s weird Plex doesn’t take issues concerning privacy laws seriously.

At which email can I send a complaint to Plex? (Since the official support page says questions will go unanswered)

Can you answer my actual questions, or can any employee?

I don’t really believe this is under investigation, since I can find reports of more than two years ago regarding this exact issue. Seems like Plex has known about it for at least that long, and elected NOT to solve it, while knowing that’s actually against the privacy laws.

21

Done.