Suspended for high volume calls
# ❓・bug-reportg
Girish Jiromar
12/24/2025, 1:57 PMEvethough I have already done the kyc verification for outbound calls, Our company's retell ai account was suspended for high volume calls after the first 5 calls and was told to talk to support via email, the support has been unresponsive via email for the past 7 days now een though we contacted them from multiple email addresses including the email address used to create the retell ai account(girishjiromarbrj@proton.me) aswell as an email address on our company's domain to prove that we truly do work for the company we mentioned we did in the agent's prompt(girishjiromar@currency-protection.com).
Workspace ID:
org_KMb66qVP7IGj4Bvx
Email used for retell's account: girishjiromarbrj@proton.me
Company's email: girishjiromar@currency-protection.com
Even contacted support via discord, nobody is willing to help there aswell aswell.
I'm a paying customer with long term plans to use retell's service and the fact that I've been completely stopped from making progress with my business/producing because of the account suspension and support's unresponsiveness is very demotivating.
Sent proof from company's emial to show that I really do represent the company I'm working on.
@User @User @User @User @User @User @User
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Omar Ashraf | Community Lead
12/24/2025, 2:01 PMHello @Girish Jiromar , I've informed the team about, and they will check it and I will let you know.
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Girish Jiromar
12/24/2025, 2:05 PMHi @Omar Ashraf | Community Lead, you're the only person I've been able to reach for the past two weeks now. Thanks for replying.
How long do you think it will take the team in question to check the issue aswell as whitelist/unsuspend our account so we can move on?
Because I really like retell's platform interms of building and have already gotten used to it but my team is considering other platforms if resolving this issue will take another week or so
Girish Jiromar
12/24/2025, 2:16 PM@Omar Ashraf | Community Lead ?
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Omar Ashraf | Community Lead
12/24/2025, 2:17 PM1-2 Business days
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Girish Jiromar
12/24/2025, 2:26 PMWill check back tomorrow, thanks
Girish Jiromar
12/25/2025, 11:01 AM@Omar Ashraf | Community Lead It's been 1 business day now, no update from you or the team so far.
I just want to make sure if the department in question is still willing to check and unsuspend our account(org workspace id: org_KMb66qVP7IGj4Bvx)
Girish Jiromar
12/25/2025, 11:07 AM@Omar Ashraf | Community Lead @Chirag - support @ Retell AI @User I've already sent an email from my company's email address(girishjiromar@currency-protection.com) as proof that I really do represent the company i built the agent for aswell as clearly stated the agent's use case both on the agent's prompt and also via email like requested, has been more than two weeks now, no actual help whatsoever so far. Just delays to give hope which prevents us from moving forward.
FYI, I've already done the kyc verification!! I'd really appreciate it if our account created with the email girishjiromarbrj@proton.me could be unsuspended/whitelisted/put off hold from your end as soon as possible.
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Omar Ashraf | Community Lead
12/25/2025, 2:00 PMHello @Girish Jiromar , team is checking it , I will get you an answer today.
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Girish Jiromar
12/25/2025, 7:09 PM@Omar Ashraf | Community Lead Still waiting for your response so we can FINALLY move onto production after two long week!!!!
Girish Jiromar
12/26/2025, 4:49 PM@Omar Ashraf | Community Lead Can I please get a clear answer on whether we will be able to move forward with this or not?
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Omar Ashraf | Community Lead
12/26/2025, 6:50 PMPlease check your email
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Rajesh
05/06/2026, 10:43 PM@Omar Ashraf | Community Lead my account is on hold for high volume and I have an urgent demo
Rajesh
05/06/2026, 10:43 PM@Omar Ashraf | Community Lead I have shared all the information