I am posting this as a documented Trusted Access for Cyber verification-state problem and support-process failure. It began on 24 August 2026 and remained unresolved in the evidence available to me on 18 September 2026.
The relevant OpenAI support cases are:
13680006, 13680535, 13683316, 13886534, 13914906, 14185460, 14412595 and 15095234
I am leaving the case numbers visible so OpenAI can trace the complete history. I have removed email addresses, identity-document details, private verification/video links, request IDs and other personal identifiers.
I repeatedly completed the identity-verification flow. It initially displayed a successful-submission message, but the Trusted Access page continued to report that my identity was not verified. I documented four attempts across two devices and supplied screenshots, timestamps, browser/device details, the exact page state and the troubleshooting already completed.
I understand that completing identity verification does not guarantee approval for Trusted Access. My complaint is that I could not obtain a coherent account of whether verification was received, pending, failed, associated with the correct account or ever passed to a separate eligibility decision.
The documented contradictions include:
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Some replies treated the problem as ordinary age verification.
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Early replies repeatedly directed me to retry verification.
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Later replies warned that repeated attempts could leave the identity stuck and told me not to submit again.
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After Support received my screen recording in case 15095234, I was instructed to try verification again.
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Case 13886534 said the matter had been escalated to a specialist, but a later reply said transfer was not possible from that thread.
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Case 13914906 stated that I had been successful with Trusted Access and discussed safeguards and prompt refusals. I had not received Trusted Access.
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Despite requests to link or merge the histories, more cases were created and previously supplied information was requested again.
Across the cases, I supplied screenshots, full-page evidence, dates and times with time zone, device/browser information, account history, exact messages, troubleshooting results and eventually a screen recording.
The screen recording was a reasonable new diagnostic request. However, the initial attachment failed because of its size, a closure warning arrived while the evidence-transfer problem remained unresolved, an external private link was rejected, and I then had to compress and attach the recording directly. Support subsequently confirmed receipt.
After Support instructed me to try again, I made another attempt. At approximately 13:14 Irish time on 18 September, Persona explicitly reported that it could not verify my identity.
I asked whether this represented an identity-document problem, an account-linkage problem, ineligibility or another technical state. The supplied correspondence contains no later answer.
Expected: after the verification flow finishes, the Trusted Access page should show a clear status or next step. If identity verification succeeds but programme approval is not granted, those should be distinguishable states.
Actual: the flow initially reported successful submission while Trusted Access continued to report that identity was not verified. Support then issued conflicting retry instructions across eight cases. The final support-directed attempt produced an explicit Persona verification failure without a documented explanation or route forward.
I am asking OpenAI to:
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Consolidate the eight cases into one master history.
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Assign one human owner with access to the verification and account-linkage state.
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Confirm whether the earlier verification records were received and linked to the intended account.
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Distinguish identity-verification status from Trusted Access eligibility.
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Explain what the final Persona failure means at the highest level that can safely be disclosed.
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Confirm whether an authorised retry, reset, appeal or manual-review route exists.
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Keep the master case open until there is a substantive answer.
I cannot prove what happened internally at OpenAI or Persona, and I am not alleging deliberate misconduct. The records do document eight case numbers, repeated escalation messages, conflicting retry instructions, duplicated evidence requests and no documented technical conclusion.
If you experienced the same “flow completed, status never updates” pattern, please say whether it was resolved. Please do not publish identity documents, private verification links, email addresses, video links, request IDs or unredacted account screenshots.
I am beyond words at this point