OpenAI Support Request: Trusted Access Verification Loop

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

N/A — this issue concerns ChatGPT Trusted Access for Cyber verification, not the Codex App.

What subscription do you have?

ChatGPT Plus

What platform is your computer?

arm64

What issue are you seeing?

Trusted Access verification completes successfully but verification state does not persist

I am experiencing a verification loop with Trusted Access for Cyber.

I completed the identity verification process three times using my valid international passport. Each attempt reached a successful verification/completion screen. However, after being redirected back to ChatGPT, my account continued to show that identity verification was required.

For the first two attempts, I initiated the verification from a MacBook Pro using Firefox and continued the ID capture portion on my mobile phone. For the third attempt, I completed the entire verification flow on my mobile phone.

After the third successful verification, I was no longer able to initiate another verification. The Trusted Access page now displays:

“We couldn't start verification. You may not be eligible for this verification flow right now. Please try again later, or contact support if you think this is a mistake.”

The most recent successful verification occurred at approximately 2:00 AM WAT (UTC+1) on August 20, 2026.

I have confirmed that I am signed into the same ChatGPT account when accessing chatgpt.com/cyber.

I have also signed out, closed the browser, signed back in, and reopened the Trusted Access page, but the verification status remains unchanged.

What steps can reproduce the bug?

Feedback ID: 01a01d01-e57c-7e53-a914-1ae3abe9bb2b

What is the expected behavior?

After the identity verification provider displays a successful verification result, the successful status should be associated with the same ChatGPT account and Trusted Access should no longer request identity verification.

If additional eligibility checks are required after identity verification, the page should display the appropriate eligibility/status information rather than restarting the identity verification flow.

Additional information

Case Number: 13482862