Hi OpenAI team and community,
I’m escalating here because I’ve been going in circles with support — every reply is a copy-paste asking me to “resend the recording in an accessible format,” even though I’ve already sent it in every format imaginable. Case number + recordings available on request (DM staff / reply to the ticket).
The bug (backend sync issue):
- Settings → Organization → Identity → Status: “Approved” (green checkmark)
- ChatGPT Apps → my app → Submit tab → “Submit for Review”
- Error: “Failed to save app changes. Please fix the following errors: individual verification is not complete.”
Identity is approved, but the submission flow doesn’t recognize it.
App: Dream Interpreter by Nomly
GPT ID: g-69dcc3a2f9cc8191ad22c0f1313fc74e
Domain verified: nomly.space (TXT record)
MCP server: ready on Cloud Run
Reproduction:
- platform.openai.com → Settings → Organization → Identity → “Approved”
- platform.openai.com → ChatGPT Apps → “Dream Interpreter by Nomly”
- Submit tab → “Submit for Review”
- Error: “individual verification is not complete”
Environment checks already done (per support’s request): logout/login, clear cache/cookies, Chrome + Safari + incognito, VPN off, extensions disabled, mobile network, second device, new API key, multi-day wait. Issue persists.
Timeline of what I’ve actually sent to support — not “weeks of silence,” but a loop of templated replies:
-
First message: Dropbox link with the screen recording + screenshots + full written description of the bug.
→ Response: templated “we can’t access the recording, please resend in an accessible format.” -
Second message: added Google Drive (public link) AND attached the recording directly to the email in both MOV and MP4 formats.
→ Response: templated “we still can’t open the recording — we only see a PNG.”
(No idea how they see a PNG when I sent actual video files + cloud links.) -
Third message: uploaded to YouTube as unlisted (no login required) AND re-included all previous links and attachments.
→ Response: same templated “we can’t access the recording.”
So at this point support has: a Dropbox public link, a Google Drive public link, a YouTube unlisted link, MP4 + MOV directly attached, screenshots, and a full written description with repro steps. 3 cloud providers + 2 direct attachments + screenshots + written description. If none of that is accessible on their side, the problem isn’t my sharing permissions — it’s either the ticket tooling stripping attachments, or the replies aren’t being written by anyone who actually tried to open them.
I’m not including the links or the case number publicly here for privacy (the recordings show my account details). Staff: happy to DM everything — recordings, case number, request IDs, HAR files, browser logs, anything else that helps.
Has anyone else hit this verification loop? Is there a way to get this into an engineer’s queue instead of the templated-response loop?
Thanks.
