Hi @edwinarbus,
I’ve had a very similar experience with customer service and wanted to share my story while adding further documentation for reference.
I’ve been locked out of my API account for several weeks due to an issue with OpenAI’s handling of Apple Private Relay emails. The system required email verification, but a bug on OpenAI’s side prevented the verification emails from being sent. With no way to switch to a functional email address and support often redirecting users to Apple (which didn’t help), or not responding at all, I was left completely locked out for a very long time.
During this time, my prepaid API credits expired—credits I couldn’t use due to no fault of my own. Despite repeated attempts to reach out to customer support, I’ve yet to receive a resolution. It feels deeply unfair to have my prepaid credits consumed without receiving the services I paid for.
For additional context, here’s further documentation from other OpenAI API users detailing similar problems since January:
Urgent Assistance Needed - Issues with Apple Hidden Email on OpenAI Account. This thread also highlights accounts where credits were used up or services possibly unable to be ceased, with users unable to fix the issue or get a resolution from customer service despite reaching out.
I’m kindly requesting that my expired credit balance be fully restored. It’s critical that OpenAI resolves these issues promptly—not just for me but for the many others impacted. If this remains unaddressed, I may have to escalate the matter further.
Thank you for your understanding, and I hope OpenAI takes swift action to make this right.