OpenAI contact support is not responding

API Feedback
1

Hi everyone,

I’m reaching out because I’ve been unable to get any meaningful response from OpenAI support for over a month now, and I’m hoping someone from the community or OpenAI staff monitoring this forum can help.

Background: In December 2024, I purchased several thousand euros’ worth of API credits. According to my account, these credits are set to expire in January 2026 (one year after purchase). As a consumer in Germany, I contacted OpenAI support (via email at support@openai.com) in late August to inform them that the one-year expiration period conflicts with mandatory German consumer protection law, which requires a three-year validity period for prepaid credits (§§ 195, 307 BGB, German Civil Code).

The Support Experience: I initially received responses from what appears to be an AI support agent, which acknowledged my Concern and stated that my request would be “noted for review by the appropriate department” and “relayed for review by the relevant team.”

After more than two weeks with no update, I sent a follow-up on September 15th (2 weeks later), explicitly requesting:

  • Confirmation that a human employee is reviewing the matter

  • A timeline for a substantive response

  • Escalation to the legal/compliance department

It is now late October, and I have received absolutely no response to my September 15th message.

My Concern: I understand that this involves a legal compliance question, but what frustrates me most is the complete lack of communication. I prefer to resolve this directly with OpenAI support rather than escalate to the German consumer protection authorities.

My Questions:

  1. Has anyone else experienced prolonged silence from OpenAI support on legal/compliance matters?

  2. Is there an alternative way to reach someone at OpenAI who can actually address this?

  3. Are there any OpenAI staff members monitoring this forum who could help get this ticket moving again?

Any advice or assistance would be greatly appreciated.

Disclaimer: I used AI to help rephrase/copyedit this text since I am not a native English speaker.

1 Like
2

Hey @random5, We are very sorry to hear your experience and would like to apologies for the inconvenience. We can surely help you with your request. I would request you to do either of the following:

  • Would you please open a support request using support@openai.com and include your details and most importantly include your forum username (random5) to the ticket so we can trace it.
  • If you already have a request open with us, please send a response to us which includes your username (random5) and we should be able to trace it.

If you can share the subject line of the request open with us, would be very helpful as well to trace and resolve it at the earliest. Thank yoU!

3

Hello,
I responded again to the open request with support@openai.com and provided my username in that email, so you should be able to trace it.

To help trace it further, I also provide the subject id here: Case Id 500VU00000X0fUvYAJ

Thank you so much!

4

Hey Random5, Thank you for opening the request. I can see that we have our team looking into your issue and will respond soon. I will close this thread for now. Thank you!