ChatGPT for Mac Is Broken — and Support Is Worse Than You’d Expect for a Paid Service

Originally published on Medium on April 29, 2025. Republished here as part of the Reverse Everything archive. This article is preserved close to the original version.

When you pay for a service, you expect it to work — and when it doesn’t, you expect professional support to help you fix it.

Unfortunately, that’s not what happened with OpenAI’s ChatGPT app for macOS.

For months, I battled a critical bug that made the app freeze and consume 100% CPU whenever I tried to change the AI model. After waiting through several app updates and seeing the issue remain unresolved, I finally contacted OpenAI support, hoping for real help.

Instead, despite being a long-time ChatGPT Plus subscriber, I received nothing but irrelevant, generic advice — ignoring clear evidence and wasting my time for over 10 days.

In the end, I had to reverse engineer the app myself to find the real cause — something OpenAI’s own engineers should have done from the beginning.

This is the story of how the ChatGPT Mac app broke, how OpenAI support ignored a paying customer for weeks, and what I discovered when I decided to fix it myself.

In this article, I will cover:

• How a simple action — switching AI models — completely freezes the ChatGPT Mac app.
• Why multiple app updates failed to fix this critical issue.
• How OpenAI’s support provided irrelevant, copy-paste responses for over 10 days, despite clear evidence.
• What I discovered by reverse engineering the app — and the real cause behind the freezing bug.
• Why paying for ChatGPT Plus didn’t guarantee proper support — and what OpenAI needs to fix.

How a Simple Action — Switching AI Models — Completely Freezes the ChatGPT Mac App

When using the ChatGPT app for macOS, switching between different AI models is a basic, everyday action. However, in my case, clicking the model selector at the top of the app instantly caused it to freeze completely. The interface would become unresponsive, CPU usage would spike to 100%, and the only way to recover was to manually force-quit the app using Activity Monitor.

This was not an occasional glitch — it happened every single time under specific conditions.

Below is a video demonstration showing exactly what happens:

As you can see, simply clicking the top model name immediately locks up the entire application. Worse, the app does not recover after freezing — it requires a full restart, which interrupts all ongoing work.

At first, I thought this could be a rare edge case, but after weeks of testing and multiple app updates, it became clear: this is a consistent, critical bug in the ChatGPT macOS client that OpenAI failed to detect and fix.

This issue had even more serious consequences when using the “Projects” feature. Because of the freeze, it was impossible to change the AI model inside a Project. Without realizing the cause, I unintentionally used my highest-tier model message quota — even in situations where a lower-tier model would have been sufficient. When I asked support, they confirmed that Projects default to using the most powerful model available. Since the app froze every time I tried to switch models, I had no choice but to consume my top-model usage. As a result, my access to premium models became temporarily restricted once my quota was exhausted, and no compensation was offered.

Why Multiple App Updates Failed to Fix This Critical Issue

When the freezing problem first appeared, I assumed it was just a temporary glitch that would soon be patched. I kept the app updated, installing every new release as it became available, hoping the developers would fix the issue without needing to escalate it manually.

Unfortunately, despite several version updates over the course of a few months, the bug remained exactly the same. Each update brought minor UI tweaks or model selection improvements — but the core problem of the app freezing when clicking the top model selector was never addressed.

This persistence of the bug raised a serious question: Was OpenAI even aware of this critical failure in their Mac app, or was the issue simply being ignored?

After realizing that the problem had survived multiple updates and was not even acknowledged in any changelog, I decided it was time to contact OpenAI’s support directly.

First Contact with OpenAI Support

After realizing that the bug persisted across multiple app updates, I opened a support ticket with OpenAI. I provided everything a responsible user could possibly offer:

• A detailed written explanation of the issue
• Exact steps to reliably reproduce the freeze
• A screen recording showing the bug in action
• Full device specifications, OS version, app version, and network configuration

Despite providing all this information upfront, the support responses I received were generic and unhelpful. Instead of addressing the clear evidence I had sent, they repeatedly suggested irrelevant troubleshooting steps, such as:

• Flushing DNS caches in Google Chrome (even though I was using the macOS desktop app, not a browser)
• Switching internet connections
• Uninstalling and reinstalling the app
• Signing out and signing back into my account

None of these suggestions made any difference, because they were never related to the actual root cause. It became clear that the support agents were following a generic script without actually reading or understanding the specifics of my case.

What should have been a technical investigation quickly turned into a frustrating loop of boilerplate advice — while the real bug remained untouched.

Wasting Time with Irrelevant Advice

Over the next 10 days, OpenAI support continued to send me standard responses that clearly didn’t apply to the problem I was facing. Each reply felt increasingly disconnected from the detailed information I had already provided.

Among the most baffling suggestions were:

• Flushing Chrome’s DNS cache — despite the fact that the issue was happening inside the standalone ChatGPT macOS app, not in any browser.
• Switching Wi-Fi networks — even though the bug was reproducible instantly on app startup, independent of network conditions.
• Reinstalling the app repeatedly — which I had already done before contacting support, and which I explicitly mentioned multiple times.

Support also kept referencing “server load” and “network instability” as possible causes, even after I clearly demonstrated that the issue was purely local — with the app freezing on user interface interaction, not during any network request.

At some point, it became obvious: Nobody on the support team was actually reading my messages carefully.

Instead of escalating the case to technical staff or engineering, they kept cycling through a predefined troubleshooting checklist that had no relevance to the real problem.

Meanwhile, I was still unable to use one of the core features of the app I was paying for.

Taking Matters Into My Own Hands: Reverse Engineering the App

After more than a week of going in circles with support and getting nowhere, I realized I would have to solve the problem myself. It was clear that no real technical investigation was being done on their side, so I decided to reverse engineer the ChatGPT macOS app to understand what was really going wrong.

Through careful inspection and testing, I eventually pinpointed the root cause: The app’s localization system was broken when handling certain system language settings.

Specifically, if the AppleLanguages system setting included non-standard or unexpected language codes — for example, if it was manually set to something like “uk-US”, “en”, “en-US” — the app would mishandle the internal language selection logic and freeze when trying to render the model selection menu at the top of the window.

The bug had nothing to do with internet connectivity, server load, or corrupted installs. It was purely a local, predictable issue in how the app processed system language preferences on macOS.

To reliably reproduce the problem, I found that running the following command in Terminal would immediately trigger the broken behavior:

defaults write ~/Library/Preferences/com.openai.chat.plist AppleLanguages -array "uk-US" "en" "en-US"

After setting AppleLanguages this way, launching the app and clicking on the top model selector would cause an instant freeze — exactly as I had experienced for months.

To cure the app from freezing, I discovered that the correct fix was to remove the problematic AppleLanguages setting entirely. This can be done by running the following command:

defaults remove ~/Library/Preferences/com.openai.chat.plist AppleLanguages

I figured out this solution by manually comparing the com.openai.chat.plist file contents from my affected MacBook with a fresh macOS installation where only English was set as the system language. This simple but crucial difference was the key to restoring normal functionality.

At this point, it was obvious that the freezing bug had a simple and reproducible cause that OpenAI could have identified easily — if only their support team had escalated my report properly.

Final Thoughts

If you’re experiencing similar issues — whether technical bugs or being ignored by support — don’t stay silent.

Sharing real experiences publicly is the only way to push large companies to take responsibility, improve their products, and treat paying customers with the seriousness they deserve.

Below, I’m sharing the full email conversation I had with OpenAI support to document exactly what happened:

IGHOR:

Hi. For a while, macOS app freezes every time I press on Overview of a project in an attempt to change model.
I have to kill and restart the app to make it work again.
Also it looks like it is not possible to change model in the app, and it uses some high-level model which I’m out of the limit, not by my intention.
Please fix it.

OpenAI Support:

Hello,

Thank you for bringing these issues to our attention — we’re sorry to hear about the app freezing and the difficulty you’re experiencing when trying to change models.

To help us investigate further and provide a fix, could you please share a screen recording showing what happens when you press on “Overview” or try to change the model? This will give us more context and help us replicate the issue on our end.

Regarding model selection: currently, the macOS app may default to a higher-tier model based on recent usage, and we understand how challenging it can be if it results in unexpected usage of your quota. We’re actively working on improving visibility and control over model selection in the app.

We appreciate your patience and are here to help. If there’s anything else we can assist you with in the meantime, please don’t hesitate to let us know.

IGHOR:

Sure, here is the video.
Also I noticed how to reproduce that.
Open ChatGPT, select Project, click on its chat, exit the app.
When app starts and opens right the last chat of Project, it freezes the way you can see on the video.
But if I first click on Project again, and select the chat again, it not freezes.
So the issue reproduced only in startup chat which is in the project.

OpenAI Support:

Hello,

Thank you for providing the video and detailed steps to reproduce the issue. This information is incredibly helpful for us as we investigate and work toward resolving the problem.

Occasionally, our servers may encounter intermittent issues during high-traffic periods, which can affect app performance. In the meantime, we recommend trying the following steps to see if they help resolve the issue:

1. Relaunch the app. This helps the app reconnect to our service and share some important details
2. Switch Network Connection (Wi-Fi / Data connection)
3. Or, uninstall the app and re-download it. Hopefully that will solve the problem.
4. If the problem persists, please provide us with the following information:

- Email address associated with your ChatGPT account\

• Your device model\
• Your device OS (i.e. iOS 16.1)\
• Your ChatGPT apps current version (i.e. 1.2024.227)\
• Any device configurations you have enabled (i.e. VPN, Adguard, DNS)

Providing this information will help us troubleshoot the problem and gather feedback to improve our service.

IGHOR:

Hi.
That didn’t help.
Also, I confirm it is reproduced with any chat that is opened at startup, not just a project chat.
To bypass the bug, I have to switch to another chat and back after the app started.

Your statement regarding issues during high-traffic periods is irrelevant, because It is reproduced 24x7 any time.
Please fix it.

****@gmail.com
MacBook Pro M1 Max, macOS 15.4.1 (24E263)
ChatGPT for Mac 1.2025.098 (1744417605)
No VPN, Google DNS 8.8.8.8

OpenAI Support:

Hello,

Thank you for your follow-up and for confirming that the issue occurs consistently across any chat opened at startup.

We’re sorry to hear that the previous troubleshooting steps didn’t help, and we appreciate the detailed context you’ve provided. Allow us to assist you further.

Since the basic fixes haven’t resolved the problem and you’ve confirmed that this occurs 24/7 regardless of network load, let’s try something a bit more technical: resetting your DNS. This can help clear lingering internet routing issues that might be affecting app performance.

Here’s how to perform a DNS flush in Chrome:
Open a new tab in Chrome.
Type chrome://net-internals/#dns in the address bar and press Enter.
Click the Clear host cache button.
After completing these steps, we also recommend:
Switching models in the ChatGPT interface (e.g., switch to GPT-3.5, then back to GPT-4o) before uploading files or starting your session.
Accessing your account via the ChatGPT web app at chat.openai.com. This will help us determine if the issue is specific to the Mac app.

Restarting the ChatGPT app once more to see if the issue persists.
We understand how frustrating this has been and want to reassure you that we’re committed to helping you get this resolved. Let us know how it goes — we’re here to help.

IGHOR:

Hi, I have no idea how changing Google Chrome settings could help to fix the ChatGPT desktop app, but anyway I did it, and as expected that didn’t help.

> if the issue is specific to the Mac app
I thought you were reading our conversation, I was talking exclusively about the Mac app and also reported to you its version.

As for your recommendations to switching models, that is the problem. If you watch my video I sent you, I can’t do that. It is freezing right at the point I’m trying to switch models.

Are you sure you are not ChatGPT answering me some standard messages? If so, send that to someone who can really fix it.
I feel completely ignored, and you are not providing any useful steps or fixes. I have been suffering for a few weeks already and have been paying a subscription for ages.

IGHOR:

I updated to 1.2025.105 (1745023574).
And I confirm the issue is still there, but also it is permanent for not project chats.
I can’t change the model even after clicking on other chats and back.
With all respect, any kind of server load should never affect the client app to freeze and use 100% of the CPU constantly, so it is for sure a bug in your app that needs to be fixed.

OpenAI Support:

Hello,

Thank you for following up and for confirming that you’ve updated to the latest version of the Mac app.

We truly appreciate your persistence and understand how frustrating it must be to continue experiencing this issue — especially when the app freezes at the point you’re trying to switch models or access non-project chats.

We sincerely apologize if any earlier responses felt generic or disconnected from your specific case. I want to assure you that your messages are being read and taken seriously, and we’re committed to helping you get this resolved.

To troubleshoot this further, would you mind reproducing the issue and sharing a HAR file? The URL of the page (not the share URL) will also help us investigate this further.

To download a HAR file:

1. Open Developer Tools You can do this by right-clicking on the webpage and selecting “Inspect”, or by pressing Ctrl+Shift+I (Windows/Linux) or Cmd+Opt+I (Mac).
2. Head over to the Network Tab Once the developer tools are open, click on the “Network” tab.
3. Check the “Preserve log” box
4. Click the crossed circle button to clear any existing logs from the network tab
5. Refresh the webpage Doing this will allow us to capture the network requests.
6. Reproduce the issue while the network requests are recorded
7. Click the download button, Export HAR, to download, and save the file to your computer: Save as HAR with Content.
8. [Important] HAR files might include personal or other sensitive data. You use a tool like Cloudflare’s HAR sanitizer (https://har-sanitizer.pages.dev/) to remove any personal information before sharing.

Thanks again for your continued patience — we’re here to help every step of the way.

IGHOR:

Hi. How inspecting a web page could help you to fix the Mac app? I don’t use browser and it not freezes there.

OpenAI Support:

Hello,

We’re following up as we haven’t heard back from you and hope you’ve been able to resolve the issue or find the solution you needed.

If everything is sorted, that’s great! If not, don’t hesitate to reply — we’re happy to assist. We’ll be closing this ticket for now, but that doesn’t mean the issue is considered resolved. You’re always welcome to reach out if you need further support, and we’ll gladly help ensure everything is fully resolved.

Wishing you a fantastic day, and don’t forget to stay safe!

IGHOR:

Nothing helps and you give me irrelevant instructions to do in Google Chrome, while I said many times the problem is ChatGPT for macOS app only.
I hope some real people will read that and fix the bug in your app. I still can’t switch models.

OpenAI Support:

Hello,

Thank you for reaching out to OpenAI Support.

We understand how frustrating it must feel to receive troubleshooting steps that seem irrelevant when you’ve clearly stated that you’re exclusively using the ChatGPT macOS app. We appreciate your persistence and the time you’ve invested in describing the issue in detail, and we want to assure you that we are taking your feedback seriously.

While it may appear that generating a HAR file or using browser tools is unrelated to the Mac app, these steps can still provide crucial insights into the network requests ChatGPT makes behind the scenes. The macOS app, like the web version, relies on similar server connections and APIs, so collecting network logs — even via a browser or a comparable diagnostic method — can help us identify hidden conflicts, routing issues, or other anomalies specific to your system. Having these logs can be the most direct way for our engineering team to pinpoint what’s causing the macOS app to freeze.

We apologize if previous suggestions felt generic or disconnected, and we want to reiterate our commitment to fixing the root cause of this issue, we kindly request the following:\

1. HAR File: If possible, please follow the steps provided earlier to generate a HAR file while reproducing the issue. This will help us analyze the network activity and identify any potential causes.\
2. Logs: If the macOS app generates logs, please share them with us. You can check if logs are available in the app’s settings or file directory.\
3. Video Confirmation: If you haven’t already, please ensure the video you shared clearly demonstrates the issue, including the steps leading to the freeze.
   We understand that the issue is specific to the macOS app and not related to Chrome or other platforms. Rest assured, your feedback has been noted, and we are committed to resolving this for you.
   
   If you have any additional details or updates, please share them with us. We will keep you informed as we work on a solution.

IGHOR:

Hi, while you are trying to bring more sense into your previous messages, you are acting unprofessional.
Your HAP File instructions contain invalid steps that I can’t make.

Especially, you are asking to clear logs, reproduce the issue, and save the file. But what? I said many times the issue is not reproducing in the browser. Reproducing it in the macOS app will not affect Google Chrome logs in any way.
I confirm changing models at the bottom side of the app near the text input does not make the app freeze, while clicking the model name on top of the app does freeze it permanently. That is proof that network requests have no relation to the issue.

Also, you are asking for logs in the macOS app, and there are no such options. I can’t find any log setting in the app UI, also what file directory you are talking about? I need to Google myself to find out how to do that? It is not something I expect from paid service support.
And of course, you have my video confirmation already, and you still asking for it?

While you act as if you want to help me, it is I trying to help you to fix the bug, and I’m giving up on attempts to do so.

OpenAI Support:

Hello,

Thank you for reaching out to OpenAI support. We understand how inconvenient it must be to deal with the freezing issue in the macOS app, especially after spending time troubleshooting and still not being able to change models. We can imagine how disruptive this must be to your workflow, particularly with the constant need to restart the app. We appreciate your patience in trying different solutions and providing detailed information, and we’re truly sorry this issue is still ongoing.

To help us narrow down the root cause, could you please try accessing ChatGPT on another device or through a browser (e.g., at chat.openai.com)? This will help us determine if the issue is specific to the macOS app or if it might be related to your account or environment.

If the issue does not occur on another device or browser, it would confirm that the problem is isolated to the macOS app. This information will be valuable for our engineering team as they investigate further.

Please let us know the results, and we’ll continue to assist you in resolving this.

IGHOR:

If you were to read my previous answers, you’d know that I tested it across various browsers and verified that it isn’t reproducible on any other platform except macOS app. So you’re giving me another irrelevant message? Thats why I’m no longer willing to help you fix your bugs. Bye

OpenAI Support:

Hello,

Thank you for sharing this detailed conversation. We sincerely apologize for the frustration caused by the responses you received. It’s clear that your concerns were not addressed effectively, and we deeply regret the inconvenience this has caused.

We understand that the issue is specific to the macOS app and that previous troubleshooting steps were not relevant to your situation. Your feedback about the app freezing when attempting to change models and the lack of proper logging options in the app is invaluable.

We sincerely apologize for the issue you’re encountering with the app. Occasionally, our servers may face intermittent errors during high-traffic periods, which could be affecting your experience. We recommend trying the following steps:
Sign out and sign in to your account.
Uninstall the app and re-download it. Hopefully that will solve the problem.
Let us know if this works. Thank you for your patience and for bringing this to our attention.

IGHOR:

Hi, you are still ignoring my messages. I already said I tried those steps, and it didn’t work.
Also I said it is reproducible 24/7 and the bottom UI model switch does work while the top one not it proves it has no relation to the high load on your servers you are talking about.
So you are still giving me irrelevant instructions.
I received the worst-ever paid service support conversation with you, and you are doing nothing but sending some standard answers generated by ChatGPT to me.

I did your job and reversed your app to find out why it freezes.
I identified that it was because of the broken multi language support in your macOS App.
That is something you have to fix.

To get the issue reproducible on your side, run this:

defaults write ~/Library/Preferences/com.openai.chat.plist AppleLanguages -array “uk-US” “en” “en-US”

If you ask me for the video I already provided or questions I already answered, that will be the last ever bug I report to you.