https://retellai.com/?utm_source=discord&utm_medium=seo logo
Powered by
Our account is on hold because of high volume - ur...
# ❓・bug-report
f
We recently received a notification in the app stating that our Retell account has been placed on hold and that we should contact support@retell.ai Our account was put on hold due to a high volume of calls. I have already reached out to support@retell.ai and provided the requested information. However, I am only receiving generic AI-generated responses, including the same reply even when I specifically request to speak with a human representative. We need to resolve this issue before Monday so we can continue operating our system without interruption. Please assist us in getting this matter resolved as soon as possible.
s
Hi @Fateema
What is the mail which you have used
f
Sent to: support@retell.ai Send By: fatima@evolvkc.com
s
@Fateema can you send your org id
f
org_hlacWL7KjqAYEJI7
s
Ok I report this to team to look
The hold has been lifted @Fateema
f
Awesome, thanks
s
I have notify the team to look
Hi @Fateema Your account was suspended so the calls were not connecting, but this should be resolved now that your account has been unsuspended.
f
"error": { "message": "403 - \"{\\\"status\\\":\\\"error\\\",\\\"message\\\":\\\"The agent associated with this call failed due to potential of violation of Retell's Terms of Service. Please look for an email from support@retellai.com for more details.\\\"}\"", this is from today
s
Hi @Fateema did you get any email regarding this from retell
f
Nope
s
Can you share the agent id
f
this is what I got from retell We have lifted the hold on your account and resolved the verification issue. Please let us know if you encounter any further problems.
agent id agent_f751a56ee09690cfcba902ffb5
s
Ok @Fateema I report this to team to look
Hi @Fateema Team Checked the agent, and the agent was flagged for a transfer scam because it requested an immediate transfer without properly identifying the company or purpose. Team also reviewed recent calls, and in some calls the agent does not state that you were calling on behalf of their company (you only asked if person was available). Please update the agent's prompt accordingly, then export the flagged agent (using the three dots on the top right) and reimport it as a new agent to resume service.
f
okay
PreviousNext
Powered by