We have a call that was created via POST /v2/create-phone-call and received a 201 with a valid call_id, but the call never actually connected. It has been stuck in registered state for over 3 hours with no transition to ongoing, not_connected, or error. Call details: - Call ID: call_2ca35e9d24bc8f07d975a66e48b - Created at: 2026-02-20 ~14:01:34 UTC Current state from GET /v2/get-call: - call_status: registered - total_duration_seconds: 0 - combined_cost: 0 - No start_timestamp, no end_timestamp, no recording_url, no disconnection_reason Expected behavior: - The call should have either connected (ongoing → ended) or failed (not_connected / error) - The registered_call_timeout disconnection reason exists in your docs, suggesting a timeout mechanism — but it never fired - No post-call webhook was ever sent to our endpoint Impact: - The call is invisible in the Retell dashboard despite the API returning it - Our system has a stuck followup that can't auto-recover because the API still says registered Questions: 1. Why did this call get stuck in registered without timing out? 2. Is there a known issue with calls failing to leave registered state? 3. Can you manually close/cancel this call so the webhook fires?

Hi @Jo

ok thanks @Shehroze -Support @Retell

Hi @Jo are you using dial to sip method?

No, we're using the standard POST /v2/create-phone-call endpoint (PSTN outbound), not dial-to-SIP or register-phone-call. The call was created, got a 201 with a valid call_id, but never left registered state.

@Jo are you using telynx ?

no, twilio

Hi @Jo Are you still experiencing the issue? There was a Cloudflare outage around that time. If you have any other call id it will help more

Only one call concerned

So It can be because of the cloudfare outage

alright, but shouldnt it have timeout since then ? The thing is I never got any webhook for it. Some retries might be pertinent in that case no ?