Paid Account Unusable, No Customer Support Response

API Bugs
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1

Dear OpenAI Support Team,

I am writing to bring your urgent attention to a critical issue that has been ongoing atleast since Tuesday, September 3th. Despite my efforts to reach out to your customer service multiple times, I have received no resolution. The OpenAI Platform’s Playground, chat, assistant, and API are completely non-functional for my account, rendering the service unusable.

To clarify, I am not a new user. I have successfully managed an OpenAI account for my client for over six months and am fully aware of how the platform should operate. The new account I created should have Free Tier access, and I have also deposited $100 into the account. However, the account remains unusable—my balance shows $0.00 of $100.00 spent, and I am consistently met with the following error message:
“You’ve reached your usage limit. See your usage Dashboard and Billing settings for more details. If you have further questions, please contact us through our help center at help.openai.com.”

To further investigate, I created a separate test account, which also should have Free Tier access, but encountered the same issue. I even asked a colleague in India to create an account to rule out location-based problems. Unfortunately, he is facing the exact same issue.

The most concerning part is the complete lack of response from OpenAI’s customer support. Despite being a paying customer, I am stuck with a chatbot that offers only vague, self-explanatory instructions, and promises that a team member will contact me “at some point.” Whether that means tomorrow, next week, or next month is anyone’s guess. As a business dependent on reliable AI services, this lack of communication is deeply frustrating and unacceptable.

I trust OpenAI understands the importance of customer trust and prompt support—especially for paying users. I urge you to address this issue immediately, as continued inaction may unfortunately lead to broader negative attention. I look forward to your swift resolution.

Sincerely,
Marko Cieslak
Prio1 Ltd

5 Likes
2

I am facing the same issue please help

3

I too am facing a very similar issue to this. I am seeing many people post this issue since September the 3rd which was the date I started noticing this problem as well. I have multiple open chats going which have essentially quit responding, usually in the middle of screen output, and are not responsive when I click the stop button to the right of the user input field. A click simply does not register. This eventually happens for all chats that I open. FWIW, I’m playing complex table top RPGs with really complex worlds, characters, and interactions to keep track of. CGPT usually does well for a dozen or so turns, but it seems to stop responding once that particular chat/game world reaches some level of complexity. These are all just observations. Hopefully OAI can fix the problem soon since so many people are experiencing the issue. They should have plenty of examples to chose from. I’ve reported my Chat ID’s to the Support Bot already.

4

Same here. 6 failed runs today. 1 on august 16th. None others since April.

5

I’m having a similar issue with my paid account which has been ongoing for the last 36 hours, I’ve attempted to login at least a dozen times, restarted my computer twice. Through all of it I have not seen a single error, or otherwise traceable issue reported by ChatGPT, to help me identify the issue.

6

Hey folks, Gokul here from OpenAI Support. Thanks for flagging this, and I appreciate your feedback on the frustrations with reaching out to Support. We’re committed to improving the experience, and I apologize for the issues you’ve encountered.

Regarding the issue, this was flagged as a bug earlier this week by multiple users and has since been fixed. Could you please try accessing the API or Playground again and let me know if the problem persists? If you’re still experiencing issues, could you DM me your org-IDs?

2 Likes
7

It hasn’t been fixed for me. I have the exact same problem as the OP. I was using Playground just fine, with almost $100 credit in my Tier 3 account. But now, with every request in Playground chat, I only get the message “You’ve reached your usage limit. See your usage dashboard and billing settings for more details. If you have further questions, please contact us through our help center at help.openai.com.” I tried the help chat and got nowhere. I will try to DM my org-ID to you (although I’m having trouble figuring out how to DM here).

1 Like
8

Hello,

I’m having this issue as well, I’d love to DM my org ID to get it sorted, but apparently I’m not allowed to do that as I only joined this forum to try and get this issue resolved.

Help?

9

Experiencing the same issue here. Topped up $25, updated API keys, explicitly allowed the GPT models I want to use, and I’m still being told that I’m “exceeding the current quota”. This is despite there being absolutely no usage showing on the dashboard.

The request I’m sending to initialise the call is extremely simple:
{
“model”: “gpt-3.5-turbo”,
“prompt”: “Summarize this simple text.”,
“temperature”: 0.7,
“max_tokens”: 50
}

Received a general email update from Romain Huet, Head of Developer Experience, on Friday saying:

" Hello,

Due to a bug on our end, API tier upgrades from August 20, 2024 did not occur and you may have run into usage limits since then, such as HTTP 429 or exceeded quota errors. This bug is now fixed and we’ve automatically upgraded your tier. There’s no further action needed on your part.

We’re sorry for the delay. You can see your current tier in organization settings and read more about tiers in our docs. Thank you for building with the OpenAI API and if you have any other questions, please don’t hesitate to ask."

However, nothing has changed on my end. Updated API Keys, cleared cookies, refreshed page etc. and still experiencing the exact same issue.

Very frustrating.

10

Chat gpt is certainly still experiencing it, i am unable to use most chats currently and restarting my pc only get it to work for maybe 1 - 2 responses before returning to the same output error this has been waiting on as response for 20 minutes

Screenshot 2024-09-09 190411
Screenshot 2024-09-09 1904111173×332 13.5 KB

1 Like
11

Hi Gokul,

Please help in this.

Concern : Organization stolen or missing from account
Name : Kiran
Details :

I have not deleted or made any changes in organization settings. That is why i am surprised. We have been paying atleast 4k dollars invoice at each month.
Yesterday i logged in the account, and i see this disaster.

It seems that my previous organization is deleted or unavailable. Because now I see only 1 organization called as ‘Personal’ which does not have any previous payment method and invoice history and usage settings.

I have use help section to raise my query but no response from yesterday morning.

12

I’ve totally been there too. I had a similar issue with my OpenAI account where everything just stopped working, and getting any response from support felt like pulling teeth. It was super frustrating!

In the end, it turned out to be a bug on their side, and once they fixed it, things started working again. I’d say keep checking for updates from OpenAI and don’t give up on reaching out if you’re still having problems. Just stay persistent and keep documenting what’s going on. Hang in there!

13

I also payed and they didn’t renew my subscription. And asked me to submit the details through a chatbot and no direct customer support even though it’s not the first time I was subscribing to plus.

14

We all wait for a solution it seems