ChatGPT Business Hub identity check failed
If the Persona identity check fails in Business Hub, OpenAI’s help article says to follow the instructions in the email it sends you. If “Try again” is available, select it and submit corrected information, and make sure the business name, address and any registration or tax number you provide match your official business records. If you can’t retry, contact OpenAI Support. We have not seen why a given check fails, and the article does not say, so this page sticks to what is written and says so where it is not.
We are independent of OpenAI. The source is OpenAI’s help article, as of November 2026.
What does the identity check ask for?
OpenAI says you need to complete identity verification with Persona “to publish changes to your business information, connect a product feed, view insights, or create a business agent if your business is eligible.”
The article lists what it may ask for: “You may need a government-issued ID, business registration information, and proof that you’re authorized to represent the business.” “May” matters. We do not know which items any one business gets asked for.
You start it by selecting Verify with Persona, then Continue to Persona, and following the Persona instructions. If you claimed with another method first, the article says you can complete Persona later: open the Business tab, select your profile, find “Complete verification with Persona” in the overview and select Verify.
What does OpenAI’s retry FAQ say?
The article has an FAQ entry, “What should I do if my verification is pending or fails?” Here is the whole answer:
If your claim or Persona verification is pending, wait for OpenAI’s decision or request for more information by email. Review time varies. Wait for the review to finish before trying again.
If a Persona check fails or expires, follow the instructions in the email. If Try again is available, select it and submit corrected information. Make sure the business name, address, and any registration or tax number you provide match your official business records.
Contact OpenAI Support if you can’t retry or Business Hub still shows verification as incomplete after you’ve been told it was approved. Include the step you were on, any error message, and a screenshot with sensitive information removed.
Submitting information to Persona doesn’t mean verification is approved. Features that require Persona verification remain unavailable until it’s approved.
So the order is: wait if a review is pending, read the email, retry with corrected information if “Try again” shows, and go to Support if it doesn’t. The article gives no limit on retries and no waiting time beyond “review time varies.”
What has to match official records?
Per the article: “the business name, address, and any registration or tax number you provide.” They have to match “your official business records.”
In practice, line these up before you retry:
- The business name exactly as it appears on your registration or tax paperwork.
- The address on that paperwork.
- The registration or tax number, copied from the document and not from memory.
The article names what must match. The three bullets are our reading of how to do that. We have not seen what Persona compares against what.
Who can complete the identity check?
The check asks for “proof that you’re authorized to represent the business,” and the Overview says “if you’re authorized to represent the business, you can claim it and complete the required verification.” So the person who completes it needs to be the owner or someone with that authority. The article does not say whose ID is checked or what counts as proof of authority, and we will not guess.
One line from the article applies to teams: each person uses their own ChatGPT account, and “Don’t forward a personal claim invitation to give someone access.”
What do I prepare before retrying?
- The email OpenAI sent about the failed or expired check, since the article says to follow its instructions.
- A government-issued ID.
- Your business registration information, in the form your registration shows it.
- Anything that shows you have authority to represent the business, if you are not the owner. The article does not say what it accepts, so a signed letter from the owner is only something that may help.
- The business name, address and registration or tax number from your paperwork, side by side with what you entered.
Then retry carefully. Do not start a second profile as a workaround. OpenAI’s policy says “Do not impersonate a business, create a fake or duplicate profile, or misrepresent ownership, affiliation, credentials, or endorsements.”
What if it fails again?
We have not seen why checks fail. One thread on OpenAI’s community forum, titled “Business Hub Persona verification failed twice, no reason ...”, reports two failures and no explanation, so you are not alone, and we cannot add a cause without inventing one. If “Try again” is not offered, the article’s answer is Support.
When do I contact OpenAI Support?
The article’s FAQ says: “Contact OpenAI Support if you can’t retry or Business Hub still shows verification as incomplete after you’ve been told it was approved.” Tell it “the step you were on, any error message, and a screenshot with sensitive information removed.” The article also says to contact Support if you see “Contact support: Your listing is locked” on a listing you want to claim.
Want a second pair of eyes?
If you want someone to go through the claim and the identity check with you, see our ChatGPT business profile setup service. We only act on a signed authorization from the business, as set out on the about page. The claim itself is free to do yourself, and the steps are in how ChatGPT business verification works. The troubleshooting hub covers the other common problems.
Ask for the free check if you want to know first whether your business is listed.