Issue: Phone number stuck in orphaned state — can'...
# ❓・bug-reporth
Hour Table
02/07/2026, 6:18 AMlist-phone-numbers API returns empty []
delete-phone-number/6786072884 returns "not found"
import-phone-number with +16786072884 returns "already exists"
Need the number fully purged from backend so I can re-import in E.164 format (+16786072884)
Account: automate@theswimcenter.com
s
Shehroze -Support @Retell
02/07/2026, 5:25 PMHi @Hour Table
Shehroze -Support @Retell
02/07/2026, 5:34 PMIs this your number ? If yes then delete/edit and send me in dm so I can forward your request to the team
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Omar Ashraf | Community Lead
02/09/2026, 2:26 PMHello @Hour Table , I just test it the list phone numbers and it does return your phone number +1 (678) 607-2884
and on the delete phone number put the phone number in the same format you entered +1 (678) 607-2884
or you just delete it from the dashboard.
h
Hour Table
02/09/2026, 3:02 PMThank you all.
I'm still getting 'User busy' when I call my Twilio number instead of the conversation design built in Retell. What am I missing?
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Omar Ashraf | Community Lead
02/09/2026, 3:07 PMthe phone number must be in the E.164 format
Omar Ashraf | Community Lead
02/09/2026, 3:08 PMand remove these images , it has your information.
Omar Ashraf | Community Lead
02/09/2026, 3:12 PMreconnect your phone number in retell , and make it like this +16786072884
h
Hour Table
02/09/2026, 5:25 PMAlright, I deleted the +1(678) 607-2884 and put +16786072884 and this is what I'm getting
https://cdn.discordapp.com/attachments/1469578127729623070/1470470633812004884/Screenshot_2026-02-09_at_11.24.07_AM.png?ex=698b69ff&is=698a187f&hm=9e4681f51de3de8798e41b3e465d42e92cb6438fb846415489fb5ae1e9fa966f&
https://cdn.discordapp.com/attachments/1469578127729623070/1470470634114121994/Screenshot_2026-02-09_at_11.24.16_AM.png?ex=698b69ff&is=698a187f&hm=dc929fa48dd7a10ddaa1492679ea21f9d0f7f40719b3183b2bba63e0be367ffc&
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Omar Ashraf | Community Lead
02/09/2026, 5:29 PMHello @Hour Table , did you use this phone number in any other platfroms ?
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Hour Table
02/09/2026, 5:31 PMIn the past the number was used on Voiceflow and Vapi but those have been deleted AND I changed the SIP trunking in Twilio to be Retell's.
When I entered 6786072884 and +1(678) 607-2884 in Retell, I would get 1 ring and a 'user busy' message.
But I'm not able to enter +16786072884, this is what I'm getting
o
Omar Ashraf | Community Lead
02/09/2026, 5:31 PMthe other formats are not correct , this is the correct format "+16786072884"
Omar Ashraf | Community Lead
02/09/2026, 5:32 PMand your phone number is already used by another account.
Omar Ashraf | Community Lead
02/09/2026, 5:33 PMthis usually happens when you are using a platform that is using retell in the background, make sure that you remove it from all the platforms that you tried before that my be using us on the background.
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Hour Table
02/09/2026, 6:03 PMYea this is frustrating because I don't have any other platforms using that number. I've deleted the number from Voiceflow AND deleted the account. Same with Vapi. Is there anything else I need to do, or something on the backend of the Retell system that can be done?
o
Omar Ashraf | Community Lead
02/09/2026, 6:09 PMPlease check your dm
h
Hour Table
02/09/2026, 11:32 PMEverything worked, thank you for your help!