Hi, I've added a payment method, a payment card, t...
# ❓・ai-evy-supporty
YS CRM
12/15/2025, 2:16 PM@AI Evy Hi, I've added a payment method, a payment card, that is, but it says "The payment method on file is a prepaid card, which is not supported. Please update your payment method to continue". Why doesn't it work?
a
AI Evy
12/15/2025, 2:16 PMThanks for tagging me @YS CRM. I'll look through relevant sources and get back to you shortly.
AI Evy
12/15/2025, 2:16 PM### Answer
Retell AI does not support prepaid cards as a payment method. You'll need to use a standard credit or debit card instead. [(1) ]()
To update your payment method:
1. Go to the "Billing" tab in the Retell Dashboard [(2) ]()
2. Click "Change payment methods"
3. Add a new non-prepaid credit or debit card
If you continue experiencing payment issues after switching to a supported card type, you can contact support at [support@retellai.com](support@retellai.com) .
AI Evy
12/15/2025, 2:16 PM
To learn more, see the sources I considered:
[[1] Retell | Terms Of Service](https://www.retellai.com/legal/terms-of-service)
[[2] Handle failed payments](https://docs.retellai.com/accounts/fail-payment)
AI Evy
12/15/2025, 2:16 PMFeel free to tag @AI Evy with additional questions. I also appreciate feedback, it helps me improve.
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YS CRM
12/15/2025, 2:17 PMWhat does pre-paid mean?
YS CRM
12/15/2025, 2:18 PM@AI Evy What does pre-paid mean?
a
AI Evy
12/15/2025, 2:18 PMThanks for the follow-up, @YS CRM. I'll get back to you soon.
AI Evy
12/15/2025, 2:18 PM### Answer
A prepaid card is a payment card that you load with funds in advance before using it—unlike a standard credit or debit card that draws from a credit line or bank account. Common examples include gift cards, reloadable Visa/Mastercard prepaid cards, and some virtual cards.
The Retell AI sources don't define "prepaid card" directly, but the Terms of Service specify that you must provide a valid credit card for billing and authorize charges to that card. [(1) ]() If you mistakenly provide a debit card, charges can be applied to it, but prepaid cards are not supported because they may have insufficient funds, spending limits, or restrictions that prevent recurring billing.
To resolve this, use a standard credit card or a debit card linked to a bank account (not a prepaid/gift card) .
AI Evy
12/15/2025, 2:18 PMFeel free to tag @AI Evy with additional questions. I also appreciate feedback, it helps me improve.
AI Evy
12/15/2025, 2:18 PM
To learn more, see the sources I considered:
[[1] Retell | Terms Of Service](https://www.retellai.com/legal/terms-of-service)
y
YS CRM
12/15/2025, 2:46 PM@AI Evy is it possible to make a legal entity as an account owner, instead of a personal ownership?
a
AI Evy
12/15/2025, 2:46 PMThanks for the follow-up, @YS CRM. I'll get back to you soon.
AI Evy
12/15/2025, 2:46 PM### Answer
### Answer
Yes, a legal entity can be the account holder. The Terms of Service define "You" or "Customer" as either a natural person or a legal person (company/organization) . [(1) ]()
If you're accessing or using Retell AI on behalf of your company, you certify that you have the authority to accept the agreement on behalf of that company.
To set this up properly, you would typically:
1. Sign up using a company email
2. Ensure the billing information reflects your legal entity's details
3. The person creating the account acts as an authorized representative
If you need specific guidance on configuring your account for a legal entity or have compliance requirements, you can contact [support@retellai.com](support@retellai.com) . [(1) ]()
AI Evy
12/15/2025, 2:46 PMFeel free to tag @AI Evy with additional questions. I also appreciate feedback, it helps me improve.
AI Evy
12/15/2025, 2:46 PM
To learn more, see the sources I considered:
[[1] Retell | Terms Of Service](https://www.retellai.com/legal/terms-of-service)