Poor support quality, contradictory answers, unresolved issue for 2+ weeks
We have been Plausible customers and ran into a technical issue after a routine domain migration — events were being silently dropped with `X-Plausible-Dropped: 1`. After over two weeks of back-and-forth with their Chief Customer Officer, the issue remains completely unresolved.
The support quality was genuinely disappointing. In one reply we were told that requests from a datacenter/Hetzner IP are filtered *regardless* of the `X-Forwarded-For` header. In the very next reply, we were told the opposite — that events *will* be accepted if `X-Forwarded-For` is set correctly. These two statements directly contradict each other and no clarification was offered.
What's more, Plausible's own documentation describes a debugging feature (`X-Debug-Request: true`) that would have immediately identified where the problem lies. This was never mentioned by support, despite being the most obvious diagnostic step for a proxy forwarding issue.
The most basic question — why did the exact same proxy setup work before our domain migration and not after — was never answered across the entire exchange.
For a product that positions itself as developer-friendly and transparent, the support experience has been the opposite. We are now considering a refund for our prepaid subscription. If you rely on the proxy setup for tracking and host on infrastructure providers like Hetzner, be aware that you may hit a wall with no meaningful support to fall back on.
