Unable to send verification code to my already verified phone number

ChatGPT Support
1

My company has recently created a company-managed profile for me. However, I can’t login to the Codex desktop app as it wants me to add a phone number. One that is already added to my personal profile. I have opened two cases (15639604 and 16019869) with Support but they have proven helpless.

Here is my experience:

  1. When I click “Continue to sign in”, it opens a URL ending “…/choose-an-account” in a new browser tab
  2. Here I have tried different things with my multiple attempts (with the same outcome):
    1. I have tried selecting the only profile it keeps pre-filled — my professional one. I am assuming that is because I am successfully logged in on the web, so it may keep cookies now. This was not an option when I started with a clean Safari session, but the end result was the same, so that has nothing to do with my issue.
    2. There is “Log in to another account” button. On click it loads URL “…/log-in-or-create-account” which is the screen Safari showed with a clean session.
      1. Here I tried logging in with my email and password. It asks for a code from my Authenticator app.
      2. I have tried logging in with my Google Auth profile. This path asks for a Passkey I set.
  3. Regardless of whether I tried option 1, 2.1, or 2.2, the next screen I see is a page “…/add-phone” with no option to skip that step.

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The phone number is from Bulgaria, which is supported (again, it is already added to my personal profile). Unfortunately, their one-and-only Plan B is through WhatsApp, which they don’t support as a channel for Bulgaria.

Support have twice told me that the verification must be completed on that screen and there is no way around it. Which would’ve been fine if the system was sending me the text. They seem to have closed the first case, probably as “Resolved”, so if you are reading other topics where Support reps have posted “…I see your case is Resolved now”, it probably isn’t.

My company is now holding off transitioning from Anthropic’s Claude until they hear what my resolution would be. If we won’t get access to Codex, then we are all keeping Claude.

2

Hey @dani.el.mm1 - I know it’s frustrating when the verification text doesn’t arrive, especially when you’ve confirmed that the number is valid.

We’re aware of this bug and are currently looking into it. We’ll share an update as soon as we have more information.

- Saisha

3

Hi @dani.el.mm1, we checked the logs for your attempt and found that our SMS provider blocked the verification text. These blocks normally last 12 hours, though they can be renewed. Can you try requesting the code once more now? If it still fails, please let us know in case 16019869.

4

Thank you for looking into it!

I have emailed under 16019869. Unfortunately, the text message is still getting blocked, even after the 12 hour wait.

I will give it another go in Monday but I doubt the outcome will be any different than what I got this last Monday (I wasn’t trying to verify the phone number every 12 hours over the weekend).

I hope you find some insights on why is the SMS provider blocking the verification text. I can’t recall adding any sms providers to a blocklist. I know Twilio, for example, are doing some sort of checks to prevent SMS from going out if the user has unsubscribed. They also have a way to remove a phone number from the unsubscribed lists manually, so please check if your provider has a log and a similar option.

5

I see the number of views here is growing, so I will post an update for the community:

I have tried verifying the phone number today (Monday, 3 days after the last attempt) and I got the same error. I haven’t heard back from the Support team after my last message here.

6

Thanks for trying again. We’ll follow-up in private case 16019869!