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Yep. I've had an issue with it as well, but then experimented some and yea, that's exactly how it's done. Be in game at the time you make a plate, have that car you want to customise ready and then make the order, it WILL work. The iFruit app was more user friendly, I take it, but it was discontinued and this is now, how we make custom plates. Just follow instructions to the letter and you'll have your custom plate in the game. I have 3 by now. 3 custom plates are prooving, that the website does work. If it didn't, I wouldn't be able to have a single one. I used the iFruit app back on the PS3, but since I started playing on PC, they discontinued it. So yea.
EDIT: it also works on a smartphone, I don't like to use my RAM eater (aka Firefox browser) together with the game, so I'm using the custom plate website on my phone while in game.