I have exact same situation. I have been using ChatGPT since 2022 and have all my chats, projects, memories, preferences etc. And OpenAI support tells me to go and create a “new account”. That’s unacceptable.
Hello, I have the same issue and I’m still affected.
Codex sign-in asks me to verify an old French/Orange phone number that I no longer control after normal account authentication succeeds. I can access my ChatGPT account normally and verify ownership through email, subscription/billing details, authenticator verification, and login history.
I already contacted support, but the replies said there was no recovery path and that I would need to create a new account. However, this thread says an account-specific mitigation can be applied for affected accounts.
My support case numbers are:
10073968
10316332
Recent affected attempt:
Date/time: Jun 21, 06:26
Time zone: France
Surface used: Codex Desktop.
Email:
Result: normal account authentication succeeds, then Codex asks for phone verification to the old inaccessible number.
Could OpenAI_Support please review my case IDs and apply the same account-specific mitigation if possible?
same issue, paid for Pro but locked out due to phone # change
Case Number: 10049373
@OpenAI_Support I’ve emailed support@openai.com as requested
Support case number: 10286608
Please review my account for the account-specific mitigation mentioned above.
Thank you.
hey, thanks for helping out in this thread. can you please look at 10163044 . thanks!
Locked out of account codex account, cause can not change phone number,
Reached out to support, case number: 10361950
Pls, help
@OpenAI_Support I am running into the exact same problem. I have just submitted a support ticket regarding this matter, tracking under Case Number: 10368214.
@OpenAI_Support I’ve emailed support@openai.com as requested
Support case number: 10379685
Please review my account for the account-specific mitigation mentioned above.
Thank you.
im facing the same issue: Hi OpenAI Support,
I’m contacting you regarding the Codex client sign-in issue mentioned in the OpenAI Community thread about users being asked to verify an old or inaccessible phone number after normal account authentication succeeds.
I can still access my OpenAI / ChatGPT account normally, and my account authentication succeeds. However, when I try to sign in to Codex, I’m asked to verify an old phone number that I no longer have access to.
Please review my account for the account-specific mitigation mentioned by the OpenAI team.
Details:
OpenAI account email:
Subscription: ChatGPT Plus
Issue: Codex sign-in asks for verification of an old/inaccessible phone number
Codex client used: Codex Desktop / Codex CLI / device login
Time zone: Europe/Lisbo
I can prove ownership of the account because I still have access to my email, normal ChatGPT login, and my active subscription.
Please help apply the mitigation or advise the next secure recovery step.
Thank you.
OpenAI Response:
Hello,
Thank you for reaching out to OpenAI Support.
We understand that you are unable to sign in to Codex because the sign-in flow is requesting verification of a phone number that is no longer accessible, despite being able to successfully access your ChatGPT account and maintain an active ChatGPT Plus subscription.
Because Codex relies on phone verification, if the verification request is tied to your old phone number (which you can no longer access), unfortunately we can’t update or bypass this from our side. To regain access to Codex, you’ll need to create a new OpenAI account using your current phone number. This will ensure you can complete phone verification when signing in to Codex Desktop, CLI, or device login.
We know this isn’t ideal and truly apologize for the inconvenience. If you have an active ChatGPT Plus subscription, please make sure to cancel it from your old account before subscribing again on your new account to avoid duplicate billing.
If you have questions or need help with account management or billing during this transition, just let us know.
Best,
Rustan
OpenAI Team
Same issue. Case number: 10403445
Case number: 10338341 same issue.
Case Number: 10026092
Case Number: 10412148
I encountered the same problem. I hope it can be resolved soon
Case Number: 10422783
Hi,
This affects me too please. Would love some help please. Case 10290134.
Quick update: we reviewed the support cases shared in this thread between my previous message and last night. Will continue monitoring this thread for new cases.
@Lalywr @alonso @dsq86 @simonc1 @panslava @harveyhuang — we applied an account-specific change and reached out by email. You should now be unblocked. Please try one fresh Codex device login at https://auth.openai.com/codex/device. If the old-phone prompt still appears, reply to the support email with the exact attempt time and time zone.
@Maximar @art3my @VitaliiS @phuongho — your cases appear to involve a separate issue, so we did not apply this account-specific change. Your cases will need separate review through support.
Thanks all for flagging!
Thanks for checking.
Could you please clarify what “separate issue” means in my case and what information support needs to review it properly?
My case numbers are:
10073968
10316332
I’m still affected. Normal account authentication succeeds, but Codex then asks me to verify an old French/Orange phone number that I no longer control. I can access my ChatGPT account normally and verify ownership through email, active subscription, billing/payment details, authenticator verification, and login history.
I will reply to support with the exact attempt time, time zone, surface used, and a screenshot, but I want to make sure the case is routed to the correct Codex authentication/account access team, since the standard support replies only told me to create a new account.
Could OpenAI_Support please advise what details are needed for this separate review?
@crosan and @Mielad — I applied an account-specific change intended to clear the old-phone Codex verification loop. Please try one fresh login at Codex device login. If the old-phone prompt still appears, reply in your support case with the exact attempt time and time zone.
@leo0713, @bilel1, @Gixer, and @terringuyen — I reviewed your cases, but I couldn’t apply the same account-specific change. Please continue in your support case for the right next step.
@dudedev — please share your support case number so I can review the correct account privately.
Thanks again for flagging these here and for all your patience!
I don’t get it what I should do next to fix my issue ??