Hi Retell team, I believe there is a bug in our account, as we received an email with this subject line even though we are in FULL compliance with Retell's ToS: *Urgent: Action Required Within 48 Hours (Risk of Account Suspension) - Please Clarify Your Agent's Use Case * I submitted all of the required docs & clarified our agents' use case 2 DAYS AGO (within a few hours of getting the email). We are a legitimate company in the legal industry with a legitimate use case (as outlined in the email you asked us to send). We only transfer calls to our in-house call center staff & are fully TCPA compliant with PEWC certs to prove it. Can somebody please review the information we sent over to prove our compliance with Retell's Terms of Service? TL;DR: OUR AGENTS HAVE BEEN DOWN FOR 2 DAYS REQUESTED DOCS FOR VERIFICATION WERE SENT 2 DAYS AGO VIA EMAIL RESPONSE WE ARE IN FULL COMPLIANCE WITH RETELLS ToS Thanks in advance (details below). ----- Organization Id: org_TMnHViunv6aC0fDz Impacted Agent Id 1: agent_7b38dfb530e2189ea113bf5d1d Impacted Agent Id 2: agent_bf6edd1e3f8b4b0138a2b23cfe Emails Used to Send Verification: advocate.center.ghl@gmail.com robert@advocaterightscenter.com ----- @HY @Colin - Integrations @ Retell AI @Colin Yuan (Retell) @Joshua - Solutions Director @Evy @Shah - support @ Retell AI @Omar Ashraf | Community Lead @Florian - support @ Retell AI @Chirag - support @ Retell AI @Shehroze -Support @Retell @support

Ok I share it with the team

Thank you @Shah - support @ Retell AI!

Hi, could you check again. It should be resolved now

@Shah - support @ Retell AI the SAME issue happened with my client account. We've spent almost 10 grand with you guys, been working with him and Retell for over a year and out of NOWHERE we got suspended. @Shah - support @ Retell AI can you please check emails from carlos@rankunlimitedseo.com ASAP? We have several clients with you guys, I've sent in ALL the documents you need to prove the legitimacy of the business, we're calling existing customers, the information is being forwarded to their OFFICE to finalize bookings, tax receipts, certificates of insurance etc. ALL included. I know your support is slow but this CAN'T take days to verify, especially when we have several clients with you guys, and we're already having to pause/cancel service because of this !!!

Ok I will send it again to team

thank you please let us know as soon as it's done so we could update the client that their service is OK. @Shah - support @ Retell AI

Hey @Shah - support @ Retell AI , you helped us with this last week - everything was approved after we submitted our verifiecation documents. However, the issue is happening again, and our account has been suspended. Even though none of our agents have changed? Would you mind looping in a team member again? Our email is: advocate.center.ghl@gmail.com Org ID: org_TMnHViunv6aC0fDz Thank you!

Ok I report this to team to look

@Shehroze -Support @Retell, thank you!

@Shah - support @ Retell AI the SAME issue happened with my client account AGAIN. I've sent in all the documents (business insurance, tax receipts, business license, etc.) And your whitelisting system glitched out again!! @Shah - support @ Retell AI AI can you please check emails from carlos@rankunlimitedseo.com ASAP? We have several clients with you guys, I've sent in ALL the documents you need to prove the legitimacy of the business, we're calling existing customers, the information is being forwarded to their OFFICE to finalize bookings, tax receipts, certificates of insurance etc. ALL included. I know your support is slow but this CAN'T take days to verify, especially when it's happening for the 2ND TIME, AFTER whitelisting. We have several clients with you guys, and we're already having to pause/cancel service because of this !!! Is there a direct, faster more premium way to reach your support so we fix this error? @HY @Colin - Integrations @ Retell AI @Joshua - Solutions Director @Evy @Omar Ashraf | Community Lead @Florian - support @ Retell AI @Chirag - support @ Retell AI @Shehroze -Support @Retell @Bing - cofounder@Retell AI

Hi @sw2026sw I report this again to team to look