Four weeks without a working ChatGPT Android app, three support cases, and still no confirmed engineering review

ChatGPT
1

@OpenAI_Support

I’m posting again because my previous Community threads were automatically closed after 24 hours, and I still cannot get a substantive response from OpenAI Support.

The ChatGPT Android app has been unusable on my Pixel 8 Pro since approximately September 11–12.

I now have three support cases for the same unresolved problem:

  • #15094636

  • #15872308

  • #16179209

The technical failure is fully reproducible:

  • Pixel 8 Pro, Android 17

  • ChatGPT Android 1.2026.265, also reproduced on 1.2026.251

  • Fresh installation works while logged out

  • Google authentication completes successfully

  • The app immediately crashes when the authenticated ChatGPT home interface loads

  • The crash logs report java.lang.IllegalArgumentException: Unknown color

I have already provided Support with full ADB crash logs, logcat output, exact build information, timestamps, and reproduction steps.

I have also completed extensive troubleshooting, including multiple clean reinstalls, app and Android updates, network-related tests, and most recently changing my Android font scale to the standard 1.0 and rebooting the phone. The same crash persisted.

The support process has now become a separate problem.

Support has acknowledged receiving the diagnostics and recording my request for urgent engineering review. But I have never received confirmation that an Android engineer has actually investigated the crash.

The last substantive Support response was October 1. After six days without a response, I followed up again on October 8, explicitly requesting a human status update. Nearly another 24 hours have passed without a response.

I am a paying ChatGPT Plus subscriber. I use ChatGPT daily, and I have spent a substantial amount of my own time diagnosing and documenting this application failure.

I am not asking the Community to troubleshoot my device, and I do not need another generic checklist.

I am asking @OpenAI_Support to help get this existing, well-documented issue in front of someone who can actually investigate and resolve it.

Specifically:

  1. Has Android engineering reviewed this crash?

  2. Is there an internal bug report or engineering investigation associated with these cases?

  3. Who owns the investigation, and what is the next concrete step?

  4. Can someone provide a meaningful status update rather than another automated acknowledgment?

I understand that software bugs can take time to resolve. But nearly four weeks without a functioning app, three support cases, extensive diagnostics, and no confirmed engineering involvement is not an acceptable support experience.

I need someone to take ownership of this issue and help get it resolved.

2

@OpenAI_Support

I’m at the point where I’m literally crying out of frustration.

I am BEGGING someone at OpenAI to please help me.

I’ve been dealing with this for nearly a month. I’ve spent countless hours troubleshooting, collecting logs, documenting the problem, and repeatedly contacting Support. I’ve done everything you’ve asked me to do.

And nobody is helping me. Nobody is responding. I keep getting sent through the same automated escalation process, only to end up back in a conversation where nobody answers.

I don’t know what else I’m supposed to do.

Please. I just need an actual human being to acknowledge this, take ownership of my case, and help me get this resolved.

I’m not asking for another automated response. I’m asking for help.

3

Different technical issue here, but the support experience is painfully familiar. I supplied extensive technical evidence and requested 5 escalations; the response ultimately came back to “ChatGPT can make mistakes.”. They did not read a damn thing!
That does not address a documented technical problem or explain whether anyone with the relevant expertise has reviewed it.
My unresolved forum discussion then automatically closed after 24 hours, shortly after someone contributed a substantive reply.
Apparently the PRO PLAN customer must investigate the problem, document it, pursue escalation, and then campaign to keep the discussion open.
We understand that software has limitations. We’re asking someone to assess the evidence, explain those limitations, and take ownership of the next step.
“It makes mistakes” is an observation. It is not a support resolution.