Request for usage credit — Codex Windows elevated sandbox defect

Hello OpenAI Support,
I am requesting reimbursement or an account credit for billable token usage incurred while diagnosing and attempting to repair a persistent Codex desktop application failure.
Incident details:
Date: August 8, 2026
Task ID: 019fe27e-0697-72f3-91ca-2465106374ea
Operating system: Windows 11 Home, version 10.0.26200, build 26200
Codex desktop package: OpenAI.Codex 26.803.5235.0
Sandbox configuration: elevated — I intentionally did not downgrade to unelevated
Repeated error: windows sandbox failed: helper_unknown_error: setup refresh had errors
Confirmed technical cause:
Codex persisted C:\ itself as a writable workspace root in the Home project and this task’s managed permission state. During every command, the elevated setup refresh attempted to grant the sandbox group a write ACE on the drive root. Windows rejected that operation:
granting write ACE to C:\
write ACE grant failed on C:\: SetNamedSecurityInfoW failed: 5
setup refresh completed with errors
setup error: setup refresh had errors
The standalone elevated sandbox completed successfully when invoked with zero writable roots, while desktop-task commands failed whenever the task roots—including C:\—were processed. This isolates the problem from PowerShell, the sandbox accounts, firewall configuration, logon rights, private-desktop isolation, and the Chrome extension.
Troubleshooting performed before the underlying error was exposed:
Restarted the Codex application and the computer
Verified the Codex sandbox users and group
Verified that the standalone elevated sandbox worked
Re-registered the Windows application package
Reinstalled the application through Microsoft Store/winget
Ran Reset-AppxPackage after backing up application data
Inspected the configuration, Windows events, application logs, ACLs, and persisted project state
Preserved elevated sandbox mode throughout
Impact and usage:
The rollout contains 50 occurrences of the surfaced helper error. The sandbox diagnostic log records 21 setup-refresh failures. Normal filesystem and browser-control operations repeatedly failed, preventing completion of the requested workflow and forcing extensive diagnostic retries.
Latest task usage recorded at August 8, 2026, 18:52:56 UTC:
Total tokens: 17,202,685
Input tokens: 17,157,827
Cached input tokens: 16,433,408
Output tokens: 44,858
Reasoning output tokens: 15,118
I understand that cached and other token categories may be billed differently. Please audit the task by its ID and reimburse or credit all billable usage attributable to this application defect and the necessary diagnostic and repair attempts, rather than treating every reported token as having the same billing rate.
I have attached the dated sandbox log showing the precise ACL failure. No contents from .sandbox-secrets are included.
I also sent this report to support@openai.com on August 8, 2026. Please associate this submission with that message if it created an existing case.
Please provide a case number, confirm the amount of any credit applied, and let me know whether the defect has been escalated to the Codex Windows team.
Regards,
Tim Wintemute