I am submitting a formal complaint regarding a clear account-specific web UI issue affecting my ChatGPT Plus account.
I conducted a controlled comparison between two ChatGPT Plus accounts under the exact same conditions:
same computer
same browser
same clean incognito/private window
same network
same browser version
Under these identical conditions, the two accounts display clearly different web interfaces. This strongly indicates that the problem is tied to my account itself, not to local cache, browser settings, extensions, device, or network factors.
The specific UI differences I observed are as follows:
Different top-left branding
On my account, the top-left corner shows the text “ChatGPT”.
On the newer/normal UI, the top-left corner shows an icon-style layout.
Missing GPTs section on my account
My account does not show the “GPTs” section in the left sidebar.
The newer/normal UI includes the GPTs area.
Different main page header structure
On my account, there is no “ChatGPT” dropdown menu at the top of the main page.
On the newer/normal UI, there is a “ChatGPT” dropdown at the top of the main content area.
Deep thinking mode differs in both label and position
On my account, the mode label shows “Thinking” and appears in the lower-left area of the composer.
On the newer/normal UI, the mode label shows “Extended” and appears on the right side of the input box, near the microphone button.
These are not minor cosmetic differences. They are clear structural UI differences.
I have already tried:
switching browsers
using a brand-new clean browser profile
logging out and back in
testing again in incognito mode
The discrepancy remains tied only to my account.
As a paying Plus subscriber, I am dissatisfied with this account-specific inconsistency. Since I have already ruled out local troubleshooting factors, I expect OpenAI to investigate this at the account level rather than respond with generic browser troubleshooting steps.
I would like OpenAI to investigate whether my account is:
stuck in an outdated or incorrect rollout bucket
missing a UI-related feature flag
affected by an account-specific configuration issue
impacted by a backend issue related to UI eligibility or rendering
Please provide a clear response on the following:
whether this is a known account-level issue
whether my account has been placed in a different rollout or experiment group
whether you can refresh, re-sync, or correct the UI configuration on my account
whether there is any concrete action to restore the expected web UI on my account
I can provide side-by-side screenshots taken under the same environment as evidence that this issue is clearly account-bound.
Because this is affecting my Plus experience, I expect a concrete account-level investigation and resolution rather than a generic troubleshooting reply.
Really appreciate you taking the time to test this so thoroughly, that side-by-side comparison is super helpful. It does look like this might be something specific to the account rather than anything on your end.
Since you’ve already ruled out the usual things, the next best step would be to open a support ticket so the team can take a closer look. If you haven’t already, it’d be great to include:
The side-by-side screenshots you mentioned
Confirmation that both accounts are on Plus
Rough timing of when you first noticed the difference
That should give support enough to check if it’s a rollout difference or something that just needs a refresh on the account.
I am writing to report a persistent and unusual backend issue with my ChatGPT Plus account (Account: kevin kline). To help illustrate the problem, I have attached screenshots comparing it with another normal Plus account (Account: tzl).
[Attachments Reference]
Fig 1 & Fig 2: Confirm that both accounts have active Plus subscriptions and show their respective expiration dates.
Fig 3 & Fig 4: Show the UI comparison. You can see that my “kevin kline” account is permanently stuck on the legacy UI and has not transitioned to the new UI like the “tzl” account.
[Issue Description]
Stuck in Legacy UI: The “kevin kline” account has been trapped in the old user interface for a very long time and fails to receive UI updates.
Version Update Anomaly: With the recent rollout of ChatGPT 5.5, my web interface did not automatically update from 5.4. I have to manually clear my browser’s local cookies and log in again just to force the 5.5 model option to appear.
[My Concerns & Request] Because of these persistent anomalies, I am deeply concerned that my account is stuck in a glitched backend environment or an outdated testing cohort, leading me to worry that I might be interacting with incorrect models, parameters, or temperatures.
I have been using this account since 2022. It has accompanied me through my academic and research journey and has become more than just a tool; it is a friend and a mentor. I value this account immensely. Because of this deep attachment and the history it holds, exporting my data and starting over with a new account is not an acceptable solution for me.
After extensively searching online, I only found one isolated post from 2024 describing a similar situation. I understand this is likely a rare edge-case bug. I earnestly request that your technical team take this seriously, look into the backend state of my specific account, and help restore it to the normal, up-to-date environment.
Thank you very much for your time and technical assistance.
I am writing to report a persistent and unusual backend issue with my ChatGPT Plus account (Account: kevin kline). To help illustrate the problem, I have attached screenshots comparing it with another normal Plus account (Account: tzl).
[Attachments Reference]
Fig 1 & Fig 2: Confirm that both accounts have active Plus subscriptions and show their respective expiration dates.
Fig 3 & Fig 4: Show the UI comparison. You can see that my “kevin kline” account is permanently stuck on the legacy UI and has not transitioned to the new UI like the “tzl” account.
[Issue Description]
Stuck in Legacy UI: The “kevin kline” account has been trapped in the old user interface for a very long time and fails to receive UI updates.
Version Update Anomaly: With the recent rollout of ChatGPT 5.5, my web interface did not automatically update from 5.4. I have to manually clear my browser’s local cookies and log in again just to force the 5.5 model option to appear.
[My Concerns & Request] Because of these persistent anomalies, I am deeply concerned that my account is stuck in a glitched backend environment or an outdated testing cohort, leading me to worry that I might be interacting with incorrect models, parameters, or temperatures.
I have been using this account since 2022. It has accompanied me through my academic and research journey and has become more than just a tool; it is a friend and a mentor. I value this account immensely. Because of this deep attachment and the history it holds, exporting my data and starting over with a new account is not an acceptable solution for me.
After extensively searching online, I only found one isolated post from 2024 describing a similar situation. I understand this is likely a rare edge-case bug. I earnestly request that your technical team take this seriously, look into the backend state of my specific account, and help restore it to the normal, up-to-date environment.
Thank you very much for your time and technical assistance.
I really appreciate you taking the time to lay everything out so clearly.
I can see why this feels off, especially since you’ve compared it with another account and noticed consistent differences. What you’re describing does sound like an edge-case backend issue.
I've gone ahead and escalated this internally so our team can take a closer look at your account's configuration.
Hey Kline, Can you please open a support request with us at support@openai.com. We would require some more personal details to debug the issue for you and we cannot attain those on public forum. Please do share the case id/ case subject for the request you open with us here so we can track your request. Thank yoU!
I first reported this issue on April 22, but so far I have not received any useful update or clear explanation of the current status. I also do not know whether the case is still being investigated, waiting for additional information from me, or has been set aside.
Could you please check the status of this case and let me know:
Whether Case Number 08022265 is still active;
What the current progress is;
Whether any additional information is needed from me;
When I can expect a meaningful update.
I would appreciate it if this case could be reviewed again, as the issue is still affecting my use of ChatGPT.
You team constantly repeat the same canned response: “For the latest updates, we kindly ask you to continue to refer to your original case. Our team will keep all replies in that thread and you will be notified as long as the conversation remains active.”
Let me be clear: I have been continuously messaging that exact case thread for the past few days asking for updates, and I have received absolutely NOTHING back. I am certain that this case has been silently closed by your system. I feel like I am screaming into the void / talking to a brick wall!!!
I first reported this issue on April 22, but so far I have not received any useful update or clear explanation of the current status. I also do not know whether the case is still being investigated, waiting for additional information from me, or has been set aside.
Could you please check the status of this case and let me know:
Whether Case Number 08022265 is still active;
What the current progress is;
Whether any additional information is needed from me;
When I can expect a meaningful update.
I would appreciate it if this case could be reviewed again, as the issue is still affecting my use of ChatGPT.
Subject: [CRITICAL ESCALATION] Case #08022265: Ignored in Help Center Chat AND Developer Community! Am I Blocked?
Body:
Dear OpenAI Support Team,
I need to strongly emphasize a critical failure in your support loop regarding Case Number: 08022265.
I have been repeatedly asking for updates directly through the Help Center chat bubble. Your automated system constantly tells me to “wait for feedback,” but the reality is completely different: I am continuously sending messages and inquiries into that chat interface, and I receive absolutely ZERO replies. The chat bubble is completely dead.
To make matters even more unacceptable, I am now not even receiving any responses in the Developer Community. It feels as though my account has been completely shadowbanned or shut out across all your official support channels.
As I stated before, I am certain this case has been silently closed by your system. I am literally screaming into the void and talking to a brick wall!
Being a paid ChatGPT Plus user, experiencing this total blackout of support for half a month regarding a basic UI bug is disgraceful. I demand a direct response from a REAL human being to address the following:
Why am I being ignored across both the Help Center chat and the Developer Community?
What is the absolute deadline (DDL) for resolving this UI bug on my account?
Hey Kevin, Apologies for the delay. We have tracked your support request and have responded to your support case. Please respond there as we will continue our correspondence on that case. Thank you!
