Case #16853508
Hello,
I am a paid ChatGPT Pro subscriber and I am currently locked out of my account because I lost access to both of my registered MFA (TOTP) methods. I am asking for help with the one-time email recovery / MFA recovery process, and for this case to be reviewed by a specialist.
For privacy, I will provide my account email and any billing or ownership verification information privately through official OpenAI Support if requested.
WHAT HAPPENED
- My account uses Microsoft sign-in (Continue with Microsoft / windowslive).
- I accidentally deleted both OpenAI/ChatGPT TOTP entries from my authenticator app. My account has exactly two MFA factors, both of type “totp” — no passkey, no SMS/WhatsApp, no push notification, and no email MFA.
- On October 9, I contacted OpenAI Support through the Help Center and the case was escalated to a support specialist (“Escalated to a support specialist; you can expect a response in the coming days”).
- A support agent (Lj) replied asking me to confirm I had not noticed any unauthorized activity. On October 10, I confirmed: both security changes (the accidental removal of my own authenticator entries, and my own password reset that same evening) were made by me. I also provided my last successful login time as requested.
- Since then I have had no further response. On October 16 I was notified that a newer case was closed as a duplicate and told to continue in the existing thread, but the existing thread still has no update.
MY SITUATION
I can still sign in with my Microsoft account and password successfully; I am only stopped at the OpenAI MFA challenge screen, which shows only two identical “Authenticator app” entries and no other option. I have no recovery codes and no other device with an active session.
Current status: completely locked out of a paid Pro account.
WHAT I AM ASKING FOR
A one-time email recovery login (or any MFA recovery step) so that I can sign in and register a new MFA method. I am not asking to bypass account security — I am willing to complete any ownership verification required, including password verification, email ownership verification, and providing the TOTP factor IDs on the account.
I understand the team is handling many similar cases, and I appreciate any help. I have been unable to reach a resolution through the existing support thread for 7 days, which is why I am posting here.
Thank you.