Broken account - anyway to get actual help?

API
1

Does anyone know an alternate way of getting support from OpenAI? Our Tier 5 account is currently being rate limited and we’re not anywhere close to our limits. We’ve been rate limited before but this is different. It feels like our account is completely broken. We’re getting a 429 error back but we’re not getting any rate limiting headers back so there’s no explanation for why we’re being rate limited.

We have a separate test account and that account works fine, it’s our production account that’s broken and our service has been completely down all evening. It was a relatively light day load wise so there’s no real explanation for the outage.

I’ve tried messaging support and they’ve replied twice but it’s as if they’re not actually reading the thread. You would think that if you’re spending almost $1,000 a month for a service you could actually get someone to help you when it stops working.

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3

The 429 error has been hitting me too. No rate limiting headers either. 429 continues to occur despite waiting some time. I’m developing an application and have yet to exceed my prepaid limit.

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4

Did this start this afternoon for you? It’s only effecting one of our accounts but it’s the primary account our whole service is tied too…

Lesson learned… Level up multiple accounts to tier 5.

5

Hi @stevenic and @katerina1

Can you share which requests are being rate limited?

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I’d be happy to, but not publicly. Are you able to communicate privately with me?

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It’s the chat completion API. I haven’t tried the other APIs but it’s for every model.

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The text completion api fails as well and the assistants api hangs while loading an assistant. It’s like the account is completely dead.

I have like $500 in prepaid credits on that account plus it’s Tier 5

9

Just found my problem … my auto-recharge didn’t run :frowning: I should have had $500 in credits but instead was -0.34. We spend several hundred a day.

Looks like a bug in the auto recharge

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There appears to be a slight delay, and account balances take some time to update.

Could you share what your threshold is set to for the auto top-up feature?

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If we fall below $250 we should add $500 to get back to $750. We were actually below $250 for over a day. We typically consume $75 - $125 a day on average. Some days are like $10 though as we’re still in preview for our service

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The more concerning part is that we’re spending nearly $1000 a month and the support we get for that is essentially crickets.

I’m seriously considering switching to Anthropic. We got rate limited by Claude during our testing a few weeks back and they had me unblocked in 30 minutes. Why would I pay $5,000 - $10,000 a month to a company that can’t even give me basic support?

I use all of these models a lot and I actually like the output of GPT-4o better then Claude 3.5 Sonnet. The raw answers from Claude are better but GPT-4o is generally better at instruction following. It’s not that much better that it means you don’t have to support me as a customer though.

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It’s only a $100,000/year account but Fireworks.ai and Anthropic have bent over backwards to support us. I can’t even get OpenAI to contact me via email :frowning:

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