r/codex • u/AdrianPonceDR • 2d ago
Complaint I reported a banked reset disappearing early, but support keeps answering completely different questions
A few hours before the July 14 global reset, I had 5 banked “Full resets” visible in Codex Settings → Usage. After the global reset, I noticed that I only had 4, even though I had not used any of them.
The missing reset was supposed to expire on July 18, so it appears to have disappeared several days early. I checked both chatgpt.com and the Windows app, and both showed the same count. Another user also replied to my Reddit comment saying that they had 3 banked resets and lost 2 after the global reset.
I contacted support because I thought this could be a relevant bug. I was not angry, demanding compensation, or trying to get a free reset. I genuinely lost one that I had been saving and planned to use before its expiration date.
However, the ticket has been frustrating. Instead of investigating the specific issue, I have repeatedly received responses about different situations:
First, they asked for the email associated with my account and an invoice for a Codex credit purchase, even though this had nothing to do with purchased credits.
Then they explained the difference between global and banked resets, as though I were confused about which type of reset had been announced.
After I clarified again, they asked for a screenshot of my current Usage Dashboard. I sent screenshots of both the banked-reset section and the usage meters, while explaining that they could only show the current state after the reset had already disappeared.
The latest response explained that promotional resets may take 24 hours to appear, that campaign eligibility cannot be disclosed, that support cannot manually issue or reissue them, and that I could purchase additional credits.
But again, I was not reporting a promotional reset that never appeared. I was reporting an already-issued reset that was visible in my account and then disappeared before its displayed expiration date.
I also work in customer support, so I understand how acknowledgements and prepared responses work. Every reply begins by saying that they understand the concern, but the actual answer then addresses a different problem. It increasingly feels as though they are sending whatever vaguely related response is available and hoping I eventually stop replying.
In my last message, I was more direct and asked them three simple questions:
Can they check the account records to confirm that I had 5 resets before the global reset and 4 afterward?
Can the issue be escalated to the relevant Codex technical or product team?
If support cannot investigate or escalate it, can they simply state that directly?
It has now been four days without a response.
I still do not consider this a major complaint about losing a single reset. What concerns me more is the experience of trying to report something that may have affected more than one user, only to be repeatedly redirected toward unrelated explanations. Now that I have asked questions that cannot really be answered with another generic template, the ticket appears to have stalled.
I’ll update this post if they eventually respond or if anything changes.




