Hi,
I’ve completely lost access to my ChatGPT account after my phone, which had my Microsoft Authenticator app, suffered an irreparable hardware failure. I no longer have access to my MFA codes or recovery codes.
My account was originally registered with another email address, which I successfully changed to my personal email address on August 1, 2026. I was able to log in normally after the change.
I still have access to the email address currently associated with the account, my registered phone number, and I’m willing to provide any information necessary to verify that I’m the legitimate owner, such as details about my chats, generated images, or other account-specific information
I also remember that some time ago, possibly years ago, if I didn’t have access to my 2FA device, there was an option to receive a verification code through my account email. It seems this may have changed since then. I wasn’t aware that losing access to my Authenticator app would leave me with no alternative way to access my account. Had I known this, I would not have enabled MFA in the first place without making sure I had a reliable recovery method.
I have been using this account for several years and have a very large history of ChatGPT conversations there, so losing access would be a huge loss for me.
Could an OpenAI staff member please review my situation or escalate it to the appropriate account-recovery team? I’m looking for a way to verify my identity and recover access, potentially by resetting the current MFA method so I can configure it again on a new device.
I also realize that, as users, we should be more careful about keeping backup options for situations like this. I simply didn’t realize that losing access to my Authenticator app could leave me completely locked out. I really appreciate anyone at OpenAI who takes the time to look into cases like mine. I know account recovery and security issues aren’t easy to deal with, so I’m genuinely grateful for any help you can provide.
Thank you very much for your help.