Trusted Access for Cyber Failed Verification after Persona verification

ChatGPT Bugs
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1

Hi folks,

I’ve had Trusted Access for Cyber since mid-April this year. My current account’s work email address is not eligible for Advanced Account Security, so OpenAI Support suggested using a personal email address to maintain access to TAC. I created a new personal account today.

After successfully completing the the Persona identity verification as an individual at chatgpt. com/cyber, I keep seeing the following message:

Your identity couldn’t be verified or your account is ineligible at this time. If you think this is a mistake, please contact support.

With the Advanced Account Security enforcement deadline coming up, I need to transition to a new account with TAC and maintain access to models.

I’ve contacted support, but I haven’t heard back on next steps.

Please help @OpenAI_Support.

2

Trusted Access / Daybreak verification: HAR-backed technical-state mismatch and unresolved Support escalation

I have an independent HAR-backed reproduction of this issue, and unfortunately the Support process itself has now become part of the problem.

@OpenAI_Support — Case 13577015

I am a ChatGPT Plus user attempting individual Trusted Access / Daybreak verification.

Persona completed the verification flow and displayed:

“You’ve completed the form.”

ChatGPT then displayed:

“Your identity couldn’t be verified or your account is ineligible at this time. If you think this is a mistake, please contact support.”

I reproduced the problem and preserved a complete HAR of the affected attempt.

What the HAR establishes

Before verification, OpenAI’s own backend reported:

  • individual_eligibility_status: "eligible"
  • plan_type: "plus"
  • plan_eligible: true
  • verification_status: null

OpenAI then successfully created the Persona inquiry.

After completing the Persona flow, OpenAI subsequently finalized the verification as:

  • verification_status: "failed"

while still reporting:

  • individual_eligibility_status: "eligible"
  • plan_eligible: true

Multiple subsequent OpenAI status checks continued returning the same finalized failed state.

So this is not merely a stale frontend error page.

I also want to be very precise about what this evidence does not establish:

I am not claiming that account/plan eligibility means the identity verification must pass.

I am not claiming that Persona’s “You’ve completed the form” screen necessarily means Persona’s authoritative final result was approval.

And I am not requesting an appeal, retry, manual override, or disclosure of verification/risk criteria.

The actual unresolved technical question

Because the ID/camera portion was completed through Persona’s normal desktop-to-phone handoff, my desktop HAR cannot reveal the authoritative final server-side Persona result.

Therefore the question that only OpenAI can answer is:

Does OpenAI’s persisted verification_status: "failed" correctly correspond to the authoritative final Persona result, or was there a technical problem in the finalization/mapping of the Persona result into OpenAI’s Trusted Access verification state?

If OpenAI checks those two authoritative records and confirms that they agree, that is a complete answer for me. I do not need to know why the underlying verification decision failed.

Support has repeatedly answered a different question

My original support interaction explicitly said:

“Escalated to a support specialist.”

I then supplied the technical evidence and asked whether the authoritative Persona result had actually been compared with OpenAI’s stored state.

Since then, multiple replies from different first-line Support agents have repeatedly told me:

  • verification results cannot be overridden;
  • additional reasons cannot be disclosed;
  • retries and appeals are unavailable.

I have repeatedly stated that I am asking for none of those things.

I have asked two straightforward questions:

1. Has OpenAI actually performed the technical comparison between the authoritative Persona result and its stored failed state?

2. If first-line Support cannot perform that comparison, has case 13577015 actually been escalated to the Daybreak/verification team that can?

Neither question has been answered.

This is particularly confusing because OpenAI’s own current Daybreak troubleshooting documentation distinguishes failed/denied verification from a technical verification problem, and specifically tells users experiencing technical verification problems to contact Support.

That is exactly what I did.

Request to OpenAI Support

@OpenAI_Support: please take over case 13577015 or ensure that it reaches the technical team capable of performing this comparison.

I have preserved the original HAR, screenshots, exact timestamps, Persona correlation information and OpenAI request IDs.

I am deliberately not publishing those transaction-level identifiers or the raw HAR on the public forum because this concerns an identity-verification process. They are available privately inside the existing Support case or through an official private upload channel.

There are now multiple recent Community reports involving Persona completion followed by Trusted Access verification failures, and OpenAI has also publicly acknowledged recent technical issues affecting Daybreak access. I therefore think this deserves technical review rather than another explanation of the no-appeals policy.

Again, I am not asking OpenAI to approve me.

I am asking OpenAI to verify that its system recorded the verification result correctly.