False-Positive Deactivation & Instant Appeal Auto-Rejection Bug

ChatGPT Support
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Hi staff! There appears to be a severe automated system glitch affecting my ChatGPT Plus account.

Account Details:

  • Tier: ChatGPT Plus (Paid Subscriber)
  • Region: Australia (Subscription successfully renewed and charged just a couple of days ago)

The Issue:
My account was suddenly deactivated with zero warning due to an automated flag regarding “CSAM” policies. This is a massive, absolute false positive. I am an author, and I was using my account to co-write mature adult romance/erotic fiction and discuss adult entertainment. The only characters involved in any sexual scenarios were all aged 22 and above.

The System Bug:
When I received the notification, I immediately submitted a formal appeal via the official intake form explaining this context. Maybe 15 minutes later, I received a completely automated form rejection stating the decision was upheld and that no further appeals would be considered.

It is mathematically impossible for a human to have manually reviewed my extensive account history so quickly. The automated safety classifier has completely miscategorized benign adult creative writing, and the automated appeal system has locked me in a loop where I cannot provide further information.

This bug has trapped an immense amount of completely benign, crucial personal data, including an active job-seeking history thread and months of cultural research projects. Furthermore, I have been locked out of a service I was just billed for.

A few weeks ago, I initiated a standard user data export due to UI lag, which also failed to deliver.

Could an official OpenAI Staff member or Moderator please escalate this case to the internal Trust and Safety team for a manual override? I am happy to provide my deactivated account email or relevant ticket details safely via DM.

2

Hi @seeyoshirun, thanks for laying out the details. I can definitely see why this would be frustrating, especially if you believe this was a false positive and you've lost access to important conversations and data shortly after your subscription renewed.

If you've already submitted an appeal, could you post your case ID or ticket number here (please don't share your account email publicly)? That will make it easier for us to help monitor the status of your case and check further if needed.

Hopefully we can get a better picture of what's happening once we have that reference. Looking forward to your update.

-Mark G.

3

Thank you so much for looking into this! I really appreciate a human taking a look at this case, as the automated 16-minute rejection loop (I checked, that’s how long it was between the email confirming my appeal and the email confirming the appeal denied) completely blocked me from explaining the context of my adult creative writing project.

The ticket number is just the thing in the subject line of the email confirming my appeal, right? In that case, the ticket number is [C-fs4xLSZkkxPj].

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Thanks for the extra details, @seeyoshirun. I can definitely see why the automated appeal experience was frustrating, especially when it didn't leave room to explain the context of your creative writing project.

We've matched this up with case 10839943, and we'll continue the conversation there so everything stays in one place. To keep the process streamlined, we'll be closing this thread while we follow up through the case.

-Mark G.