Can't create ads because unable to upload business icon

ChatGPT Bugs
1

This is for Chatgpt ads.

I was gonna create my first ads to give this a shot, but I can’t do it because it requires me to upload my business icon.

Then I went to upload icon, but kept failing as got “Failed to update account info.”

I used Codex to debug this a bit and it’s possible that my business is not verified. But I’m struggling to understand where do I start the verification process? All I can see in “Setting → General” is a dropdown selection for “verification / advertiser type” between individual vs. business, but nothing else.

This is pretty unintuitive onboarding experience to be very honest.

2

Additional technical details from debugging with Codex:

The image upload succeeds with HTTP 200, but saving the logo fails on this request:

POST /v1/ui/ad_account/brand_metadata
HTTP 422

"Brand onboarding wait requires approved identity provenance"

This suggests the logo save is blocked by a verification prerequisite, rather than the image upload itself failing.

However, under Settings → General → Verification, I only see an Advertiser type dropdown (Business / Individual). I cannot find a “Start verification” button or any instructions for completing verification. My account role is Admin.

I appear to be stuck: saving the logo requires approved verification, but there is no visible way to start that verification.

Has anyone encountered this and found a solution? Is there another place to initiate verification, or does OpenAI Ads support need to fix the account’s verification state?

3

Have you fixed this problem?

4

Nope. Are you hitting the same issue?

5

yes, same issue. ask OpenAI support team for help, but not yet been resolved.

6

Hello @TZLLC :waving_hand:

Thanks for reporting this.

The upload completes successfully; the failure happens when Ads Manager saves the icon to your account. The error alone doesn’t tell us whether you need to complete verification. Support needs to check the account’s review state.

Please open help.openai.com and use the chat bubble at the bottom right. Share this thread link, your Ad Account ID, the email you use for Ads Manager, and the time of a failed save with your time zone. If available, include the failed request’s X-Request-ID. Keep those account details in the private support conversation.