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I’m getting an error saying the number already exi...
# ❓・bug-report
g
A few months ago, I purchased and connected a phone number to your system for my voice agent, and it was running perfectly. I later deleted the number from my Retell account and transferred it to a company called Thinkrr to test their system. I was not satisfied with their service and decided to move the number back to Retell AI. However, when I try to reconnect the number, I’m getting an error saying the number already exists — even though it no longer appears in my phone number list. Could you please help me restore the number back into my Retell AI account? Thank you! https://cdn.discordapp.com/attachments/1455712680160526357/1455712680500531220/TwilioError.PNG?ex=6978a954&is=697757d4&hm=157349df8fbe14c083aa0478afcc92ea1aa842cafa1a2b1088f0db8a4967985e&
c
can you provide a few pieces of information in this format: email: org id: phone number: the issue is likely that they imported the number and it cannot be deleted since it's a wrapper through the platform
g
email: zerotouchaiautomation@gmail.com org id: org_XQ8jgodl0yA34Nug phone number: 1-888-778-9818
c
ill let you know when the team responds
g
Thanks
Any update?
My phone has been down for over 2 months
c
they still haven't responded, hopefully will get back by tomorrow, a lot of the team was off for the holidays
g
thanks
c
can you show proof of ownership? the team responded
g
of the phone number?
Any update?
Hey @Colin - Integrations @ Retell AI have they looked into the issue yet. it has been over 3 months
c
So a different provider owns this number.. you will have to buy a new number
g
what do you mean? I own that number
c
It looks like you imported it via a white labeled version of retell and that account has proprietary over that number
Are you able to delete it from that provider?
g
I'm no longer with the provider. I deleted my account months ago. Is there no other way to delete it from them?
From Twilio support:
Thank you for your continued patience as we work through this issue. I want to clarify that, as previously reported, the problem is occurring on the Retell platform and not with Twilio. While you are currently unable to integrate your phone number with Retell, this does not mean the number lacks voice capabilities—it is fully functional for making and receiving calls through Twilio. The challenge is specifically with the integration to Retell, not with the number’s ability to handle voice calls. As advised by Retell support, you will need to acquire a new phone number for use with their platform. If you would like, we are more than happy to join you and the Retell Support team on a live meeting to work together toward a resolution. From Twilio’s perspective, your number is active and can be used for voice calls independently of the Retell integration. Please let us know how you’d like to proceed or if you have any further questions. We’re here to support you every step of the way.
What white label ?
Why am I still gettign this is error
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