API credit top-ups declined on every card since Sept 25, bank sees no attempts (Case #15792815)

API
1

i have the same issue and this was their response.

"Case Number: 15480374

Hello Richard!

Thanks for sending over the screenshots.

Sorry for the trouble you experienced while processing your payment.

Unfortunately, we don’t have much information about why this is happening, and we can’t push this payment through from our end. We recommend reaching out to your issuing bank or credit card provider for further assistance. Alternatively, you could try using a different payment method.

Let us know if there’s anything else we can help you with.

Best,

Amiel

OpenAI Support"

SMH

2

Same issue here, and support hasn’t been able to help beyond repeating the FAQ.

We’re trying to top up API credits. Our card had worked fine for months, then started declining on Sept 23. On Sept 24 we switched to a different business Mastercard and successfully completed two top-ups. On Sept 25 that card started declining the same way, and we haven’t gotten any card through since. We’ve now tried 3 different Amex cards and 2 Mastercards, and triple-checked the billing info each time.

We’ve called our bank 6+ times. They don’t see the declined transactions at all and confirm there’s no block on their end. That makes me think the declines happen before the charge ever reaches the bank.

Support says they can’t manually approve or push a payment through, and my escalation requests haven’t gone anywhere. Case #15792815.

Has anyone gotten this resolved? If so, what worked? And if any OpenAI staff see this, could someone check whether our account has a payment or risk flag? We’re at a loss here…

3

Since Sept 23, we’ve been unable to top up API credits, and support hasn’t been able to resolve it.

Timeline:
Sept 23: our card, which had worked for months, started declining.
Sept 24: we switched to a different business Mastercard and two top-ups went through.
Sept 25: that card started declining the same way. Nothing has gone through since.

What we’ve tried: 3 different Amex cards and 2 Mastercards, with billing info verified each time. We’ve called our bank 6+ times. They see no record of the declined transactions and confirm nothing is blocked on their side. Since the attempts never reach the bank, the decline seems to be happening on OpenAI’s end or with their payment processor.

Support: We’ve been told support can’t manually approve or push a payment through. We’ve asked for escalation several times without any progress. Case #15792815.

Our services depend on API access, so this is blocking us.

Questions:

  1. Has anyone had this happen and gotten it fixed? What worked?
  2. Could any OpenAI staff check whether our account has a payment or risk flag and escalate the case?
4

Merged the comments from the old September 2025 thread. Apologies it got the order wrong.

I’ll escalate this to get some eyes on it. Thanks for reporting and welcome to the community!