case #14291884
Hello,
I need help recovering access to my main ChatGPT account, which has an active ChatGPT Plus subscription.
I have already been waiting for help from OpenAI Support for almost a week, but unfortunately the issue has still not been resolved.
For privacy, I will provide the account email to OpenAI Support privately.
What happened
On 23 July 2026, my wife tried to log into my account from her iPad and accidentally created a passkey during the login process. I have the email notification confirming the passkey was created on that date.
On 3 September 2026, I changed my password and selected “Log out of all devices”. After that, I could no longer log in normally with email + password. The system required the passkey.
My wife was still able to access the account from her computer by scanning the QR code with the same iPad where the passkey had been created. We then removed the passkey from the ChatGPT account’s security settings.
However, after deleting it, normal login still did not work.
I subsequently changed the password several times, which eventually logged out the last remaining active session. I am now completely locked out.
Current problem
When I enter my email and password, I immediately receive:
mfa_factors_not_found_in_session
The error occurs before the normal MFA selection screen.
The ChatGPT app on the iPad shows “Error connecting to server”, while other devices have shown various 400/401/403 errors.
I have tested multiple devices, browsers, incognito/private mode, cleared cookies/cache, tried password login and Google login. My second ChatGPT account works normally on the same devices, so the problem appears to be specific to this account.
What I need help with
Could an OpenAI staff member please check whether my account has an incorrect or stuck MFA/passkey state and help restore normal email + password login?
The passkey has already been removed from the account’s security settings, but authentication has not recovered.
I have access to the email address associated with the account and can provide appropriate information to verify ownership through official support.
If the account cannot be recovered, I would also like to know whether there is any official way to transfer my existing ChatGPT Plus subscription to my second account, since I have already paid for the subscription but currently cannot use it.
I can provide screenshots, screen recordings, and the original passkey creation notification if needed.
I would really appreciate assistance, as I have already been waiting almost a week for Support to resolve this issue without any result, while my paid ChatGPT Plus subscription remains inaccessible.