Old chats won’t load &new chats freeze (poss conversation-history corruption or stuck session token)

[winged ginkgo]

Hello,
I have an active ChatGPT Plus subscription, and for several days my account has been unable to load any old conversations. New chats start generating a response but freeze halfway through.

This happens on:

• Windows, Mac, and mobile
• Chrome, Edge, Firefox, and Incognito
• The iOS and Windows apps
• Even when another person logged into my account from a different city and device

The OpenAI status page shows no outages, so this seems to be a problem specific to my account, not my devices or network.

I believe my account may be affected by one of the following known issues:

1. Corruption in my conversation history on the backend
2. Stuck or invalid session tokens associated with my account
3. An experimental feature flag (A/B test) assigned to my account that is breaking conversation rendering

Can you help? Anyone can tell me where to report it?

I already sent a ticket via email via the chat at https://help.openai.com/ but I read that it's not a reliable since response times are incredibly long.

If you can recommend me another channel here in Discord to get solutions I also appreciate it. Thanks!

[trail furnace]

Hi @winged ginkgo. I'm kapa.ai, your friendly support bot. I will try to answer your question by searching through the knowledge base. :wave:

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Based on the information in the knowledge sources, you’ve already taken the right troubleshooting steps (different devices, browsers, networks, and even having someone else log in from another location). Since the issue persists across all platforms and is specific to your account, it’s likely a backend or account-specific problem.

Here’s what you should do:

1. Contact OpenAI Support (Best Practice):

   • The official and recommended way to report account-specific issues is through the chat bubble at the bottom-right of help.openai.com. When submitting your request, include:
     • A clear description of the issue
     • Steps to reproduce
     • Timestamps (with time zone)
     • Screenshots or screen recordings (avoid personal data)
     • Mention that the issue persists across devices, browsers, and locations
   • If possible, record and attach a HAR file capturing the error, as this helps the support team diagnose account-specific or backend issues more effectively. Instructions for recording a HAR file are provided in the support article How can I contact support?.

2. No Alternative Official Channels:

   • There is no mention in the knowledge sources of a faster or alternative support channel (such as Discord) for resolving account-specific technical issues. The help center chat is the primary and official route for such problems.

3. What to Expect:

   • Response times may vary, but providing detailed information and a HAR file can help expedite the process.

4. Status Page:

   • You’ve already checked status.openai.com, which is the correct step to rule out system-wide outages.

Unfortunately, the knowledge sources do not mention any Discord or other community channels that can resolve account-specific backend issues. The support ticket via the help center remains the best and only official method to escalate your case.

If you haven’t already, make sure your support request is as detailed as possible and includes a HAR file to help the team investigate your account’s backend state. If you need to follow up, you can reply to your existing ticket for continuity.

Summary:

• Use the chat bubble at help.openai.com and provide all relevant details and a HAR file.
• There are no alternative official support channels for account-specific issues.
• Be as detailed as possible to help the support team resolve your issue efficiently.

How can I contact support?

Note: you can ask me a follow up question by @ mentioning me again :speech_balloon: