I am using the Pro 20X plan and I cannot verify the phone number

What version of the Codex App are you using (From “About Codex” dialog)?

Latest version

What subscription do you have?

bro x20

What platform is your computer?

Windows

What issue are you seeing?

To OpenAI Support,

I am requesting that this complaint be escalated immediately to the responsible engineering and product teams.

I am extremely frustrated because it has become obvious that support is not actually reading the reports being submitted. Every response appears to be a copy-paste template instructing users to try another browser, another network, incognito mode, another device, clear cookies, disable VPNs, and other generic troubleshooting steps.

The problem is NOT my browser.

The problem is NOT my internet provider.

The problem is NOT my device.

The problem is YOUR phone verification system.

I have attached a screenshot showing exactly what happens immediately after logging in with my username and password.

The error message appears instantly and automatically from OpenAI's side. It is not triggered by any action on my part, and it appears before I have any opportunity to change settings, modify account information, or perform any troubleshooting.

What makes this situation even more confusing is that this phone number was successfully verified in the past. I previously received the verification code, entered it successfully, and completed phone verification without any issues.

However, the system is now demanding phone verification again even though the phone number is already associated with the account. At the same time, no verification code is being delivered.

The system does not send the code.

The system does not allow me to complete verification.

The system does not provide any meaningful recovery path.

The system does not allow me to change the phone number.

The system simply displays the same verification requirement and blocks access.

This means I am trapped in a verification loop entirely caused by OpenAI's systems.

For more than a week, Codex has been refusing to send verification codes to my mobile number. I have already tried all recommended troubleshooting steps multiple times. I have waited days before attempting to log in again. I have tried different devices, different networks, and different browsers. Nothing changes because the issue is not on my side.

Please do not send another automated response asking me to try something else. There is nothing left for me to test. The issue is entirely on OpenAI's side.

What is even more frustrating is that this is clearly not an isolated incident. Users from multiple countries around the world are reporting the exact same problem. OpenAI operates some of the most advanced AI systems in existence, yet somehow appears unable or unwilling to analyze the large volume of reports demonstrating that this is a widespread platform issue.

The system is refusing to send verification codes.

Users are being locked out of their accounts.

Paying customers are losing access to services they are actively subscribed to.

This is not a user-side problem. This is a platform-side failure.

The most concerning aspect is that support continues treating every report as an individual troubleshooting case instead of acknowledging the possibility of a widespread authentication problem. Many users have submitted detailed reports explaining that verification codes are simply not being delivered, yet they continue receiving the same scripted responses rather than meaningful investigation.

Below are public examples from OpenAI's own GitHub repositories showing that users from multiple countries are experiencing the same verification and access failures:

https://github.com/openai/codex/issues/20161

https://github.com/openai/codex/issues/20320

https://github.com/openai/codex/issues/20351

https://github.com/openai/codex/issues/20813

https://github.com/openai/codex/issues/20884

https://github.com/openai/codex/issues/21189

https://github.com/openai/codex/issues/24843

These reports include users from numerous countries reporting the same inability to receive verification codes and access their accounts. This is clearly a widespread issue and not an isolated case.

Another important point that should not be ignored is that this problem is affecting paying customers across multiple subscription tiers, including Plus, Pro, and Pro 20x subscribers.

These customers are paying substantial amounts for OpenAI services and are supposed to receive a premium experience. Instead, they are being blocked by the exact same broken verification process and receiving the exact same generic responses as everyone else.

This raises a serious question: if OpenAI cannot resolve account access issues even for its highest-paying customers, what exactly are those customers paying for?

A premium subscription becomes meaningless when users cannot even access the service because of a broken authentication system.

The situation has now reached a point where many frustrated customers are openly discussing requesting refunds through their banks and payment providers because they are paying for services they cannot access.

At the same time, user sentiment is becoming increasingly negative. More users are posting critical reviews, sharing their experiences publicly, and warning others about unresolved account access issues.

Many customers who were previously loyal OpenAI users are now evaluating alternative AI providers because they no longer have confidence that these issues are being taken seriously.

This is no longer just a technical problem.

It is becoming a customer trust problem.

Every additional week that this issue remains unresolved increases the likelihood that paying customers will cancel their subscriptions and move to competing platforms.

At this point, the responsibility is entirely on OpenAI to either:

1. Properly fix the phone verification system.
2. Remove this requirement until it can function reliably.

What is unacceptable is continuing to block legitimate users from accessing services they pay for while repeatedly suggesting that the issue is caused by browsers, networks, devices, or user configuration.

I am not requesting more troubleshooting suggestions.

I am not requesting another automated response.

I am requesting a real investigation, a real acknowledgment of the problem, and a real fix.

Please review the attached screenshot, review the account logs, review the growing number of public reports, and escalate this complaint to the appropriate engineering and product teams.

I expect a response from someone who has the authority and technical visibility to address the actual problem rather than sending another standard support template.

Sincerely,

A frustrated paying customer.

What steps can reproduce the bug?

All possible and impossible steps and solutions have been done

What is the expected behavior?

All possible and impossible steps and solutions have been done

Additional information

All possible and impossible steps and solutions have been done