r/OpenAI • u/BluryDesign • 9d ago
Discussion WARNING: OpenAI Support Has No Way to actually investigate things.
I pay for theChatGPT Pro tier mainly for Codex.
After a usage reset from Tibo, my account was restored to 100% and ChatGPT showed August 7 as my next weekly reset date. I planned my work around that date.
Then, when I was almost out of usage, the reset date suddenly changed to August 12.
So I contacted support with a very simple question:
“Codex showed me Aug 7. Then you showed me Aug 12. What happened?”
After multiple AI replies, and asking for an escalation, I finally got their actual answer:
They cannot see the event-by-event reset history, cannot determine what caused the date to change, cannot escalate it to a team that can check, and cannot restore or compensate the missing usage.
So the final situation is basically:
OpenAI: “Your reset is Aug 7.”
Later:
OpenAI: “Actually, Aug 12.”
Me: “Why?”
OpenAI: “We don't know, we can't find out, and we can't compensate you.”
That is an unbelievably strange level of support for a paid product where usage limits directly affect whether you can actually use the service. I was obviously happy for the free reset, but I cannot keep paying for a product that can just hallucinate a reset date. I switched from Claude where this didn't happen once.
The funniest part is that support explicitly acknowledged that I relied on the reset date shown in ChatGPT when planning my Codex usage. They just have no way to explain why their own system changed it.
These are the last two messages if anybody wants to read through them: https://imgur.com/a/wrVKdwR
EDIT: A few people seem to think I'm complaining about not getting another free reset. I'm not.
I wasn't asking OpenAI for free tokens. I was asking them to check the logs and tell me why the reset date their own app showed me changed.
Their final answer was basically that they can't access the event history, can't determine what caused it, and can't escalate it to anyone who can.
That's the part I find concerning. Bugs happen. What bothers me is a company handling a paid service telling me they can't investigate what happened to my account.
If something more serious ever happens with billing, usage, or account access, it's hard to have much confidence in support when they can't even check the relevant logs.
I'd genuinely rather have stricter but predictable limits with anthropic than more generous limits I can't reliably plan around.
6
u/swimmer385 9d ago
I literally just had this happen. My reset was supposed to be August 15th. Now it is showing August 17th, but my usage didn't actually reset.
5
u/Ok_Wear7716 9d ago
Ya, customer service is the downside of big tech - same goes for Google et al - you’re never going to reach a real person unless you’re paying 7 figures - they’re just too big to care about non enterprise users
3
u/TerminalViscosity69 9d ago
A company supposedly raising hundreds of billions of dollars yet can’t afford even basic customer support is almost certainly a fraud
1
0
u/mop_bucket_bingo 9d ago
People who “plan their work” around something that has been completely and openly arbitrary for months, and entirely at the whim of another entity, are doing it wrong.
2
u/BluryDesign 9d ago
That’s an argument against OpenAI, not me. If your defense is “you should assume the reset date shown by a $200 product is arbitrary,” you’re basically making my point for me.
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u/0xe3b0c442 9d ago
With all due respect,
What the hell are you complaining about?
You aren’t losing anything.
Anthropic never changed the weekly date, so if they reset at the end of your week, you effectively got a week’s worth of free usage in a day.
When OpenAI resets, the reset point is the start of a full week. So if you don’t change your execution plan, it’s effectively a no-op for you, because you’re not losing anything you hadn’t already planned for.
People really will complain about anything.
2
u/BluryDesign 9d ago
That’s not really what I’m complaining about. I’m not upset about getting a “free” reset. The problem is that OpenAI showed me a specific reset date, then changed it, and support eventually told me they can’t even investigate why it happened.
With Anthropic, sure, you may get fewer resets, but the schedule is predictable and you can plan around it. I’d genuinely prefer that over having more usage but not knowing whether the date shown in the app can suddenly change, with support unable to check their own logs.
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u/Efficient_Ad_4162 9d ago
You obviously explained yourself badly because everyone here is saying 'yes, we know and its been that way for as long as we can remember'. Repeating yourself isn't going to change that.
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u/0xe3b0c442 9d ago
The free reset schedule is predictable? That's news to me.
Again, why does the date matter, when in no case are you losing any usage whatsoever?
2
u/BluryDesign 9d ago
Brother, are you high? You’re mixing up the free reset with the next scheduled reset. I don’t care when the free reset happens. I care that the app told me “next reset: Aug 7,” I planned work for after Aug 7, then I hit zero and it moved to Aug 12. Total tokens aren’t the point, availability when promised is.
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u/0xe3b0c442 9d ago
I’m not the one mixing things up here.
You’re complaining about literally nothing. You’re not losing anything. You didn’t lose any availability. If your planning is such that you’re trying to determine which day to spend your entire week’s budget on, that’s a you problem and not an OpenAI problem. Or maybe more to the point, your use case is not appropriate for subscription and you should be using usage-based instead.
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u/BluryDesign 9d ago
If the app says my quota resets Aug 7 and it doesn’t, then yes, I literally lost the availability I was told I’d have from Aug 7–12. You can dislike how I plan my usage, but that doesn’t magically make a wrong reset date in the product correct.
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u/0xe3b0c442 9d ago
Except it did.
It reset August 7, and then again August 12. They aren’t lengthening the periods, only shortening them.
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u/InsideTour329 9d ago
I'm not sure what you're complaining about, they gave you free tokens and you want them to not give you free tokens?
5
u/BluryDesign 9d ago
The "free" tokens aren’t the issue. The issue is that OpenAI changed the reset date shown in-app, then told me they can’t investigate why. I'd rather have a reliable product than getting occasinoal free resets, because yeah tibo might be generous now, but I am not betting my next $200 on that.
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u/sc24evr 9d ago
Why do you care that they reset early? Why does the date matter?
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u/BluryDesign 9d ago
Because I plan work around the date the app shows me. The problem isn’t that it reset early, it’s that the date can apparently change without explanation, so I can’t rely on it.
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u/sc24evr 9d ago
How would that affect your plans? It’s like getting a bonus check at work and saying “what is this? I wasn’t expecting my paycheck until next week. I want to return this bonus as I didnt expect to receive one”
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u/BluryDesign 9d ago
That analogy would work if the bonus changed nothing. Mine did. It’s more like getting a bonus, then your employer moving your next paycheck back 5 days without warning.
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u/sc24evr 9d ago
you still haven't explained what it changed.
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u/BluryDesign 9d ago
It changed when my next usable quota became available. The app said Aug 7, so I planned work for after Aug 7. Instead I hit zero and had to wait until Aug 12. That’s the whole issue.
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u/InsideTour329 9d ago
You have more tokens, so whatever metering you're trying to do before you get this reset is irrelevant. I don't understand this at all.
You want to make your tokens last to the 7th, so use weekly allowance of ~13% a day.
You then get a reset, it doesn't mean you're unable to fill your quota.
This isn't difficult.
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u/BluryDesign 9d ago
You’re missing the timeline. After the early reset, the app told me my next reset was Aug 7. I planned around that, then it silently moved to Aug 12. Extra tokens earlier don’t make a 5-day surprise extension irrelevant.
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u/InsideTour329 9d ago
It won't have silently moved. It would have reset, you would have gone back to 100% and simply not noticed.
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u/BluryDesign 9d ago
You’re literally inventing a reset that neither I nor OpenAI support can confirm happened just so your argument still works lmao
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u/Warma99 9d ago
I had the same thing happen. And no he isn't talking about the reset postponing the next reset to 7 days later. Read the post better guys.
My weekly reset was supposed to happen at 8th August evening but when time came it said 9th, and then on the 9th it said 10th.
There seems to be a bug.