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I’m unable to complete SMS verification for my acc...
# ❓・bug-report
m
Hi team, I’m unable to complete SMS verification for my account. I keep getting either: “We couldn't send the SMS” or “You have exceeded the maximum number of phone messages per hour” This happens with valid Cyprus mobile numbers (+357). I’ve waited over an hour, tried different devices and networks, and the issue persists. This blocks me completely from onboarding. Is there an alternative verification method or can someone manually reset the SMS limit on my account? Thanks in advance. https://cdn.discordapp.com/attachments/1466896338326130943/1466896338674384996/Screenshot_2026-01-30_215528.png?ex=697e692c&is=697d17ac&hm=57b48a2ed85838be2732597f0f328952dbb787f4d56e00675b7ad17c369442de&
s
Hi @madmax
m
hello
Can we find a solution ?
s
I send this issue to the team and comeback
Can you dm me the number from which you are trying
Delete from here
Send in dm
Hello @madmax Currently, some countries are not supported on our platform unless the business has more than 10 people. If you believe you qualify, please submit your business verification via email at support@retellai.com, and we will review it to lift the restriction.
m
I am not is there any other way i really want to use the platform?
I have a friend living in UK - Germany
o
Hello @madmax , please provide your passport Image to this email , support@retellai.com
and tell me what email you used, and I will forward it to the team to unban your number.
m
Amazing so i can use the platform if i send my passport ?
I can provide a verification document, but I will send a watermarked and redacted copy for security reasons. Please confirm this is acceptable and that you will not store or share it.
o
Sure, but we need you to be holding the passport.
m
Hi, I’m definitely interested in getting verified and using the platform. I’m just a bit concerned about sending a selfie with my passport over email for security reasons. Do you have an official verification flow on your website or a trusted third-party provider (like Onfido, Veriff, Stripe Identity, etc.) that I can use instead?
o
Yes, we use Persona to allow outbound calls but right now your country is not supported for sending sms , to allow your phone number we need to verify your identity, If you have business documentation that will be better.
Send an email and they will check if the selfie is required or not.
m
Okay thank you
Hello how are you doing ?
I send the documents as he asked me
But i dint reiceve any reply can you check it please i will really appreciate thanks
c
@Omar Ashraf | Community Lead @Shehroze -Support @Retell @Colin - Integrations @ Retell AI @Shah - support @ Retell AI Hello, i am having the same issue as madmax. I am based in the UK. My business partner - also based in the UK - created his account with the SMS verification easily. So i don't understand why I have this issue? Please can you help me.
j
can someone help? Im having the same issue as madmax
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