### Answer To recover your Retell AI account, here are your options: If you have a password issue: You can reset your password through the login page. [(1) ]() If you can't access the phone number for OTP/MFA: The phone number associated with your account for MFA cannot be changed directly through the dashboard—only Retell support can update MFA phone numbers for security reasons. Steps to take: 1. Email support@retellai.com with your account details and explain your situation 2. Include verification documents such as: - Access to the registered email account - Company invoices or payment receipts (if applicable) - Any additional verification documents 3. Request the specific account change you need (phone number update, access restoration, etc.) Additional support channels: - Visit [Contact Sales]() for account-related assistance - Visit [GitHub]() for technical resources What specific issue are you experiencing with your account? This will help me provide more targeted guidance.

​ To learn more, see the sources I considered: [[1] URGENT: Account Access Recovery - Phone Number Change Required](https://community.retellai.com/t/urgent-account-access-recovery-phone-number-change-required/557) ​

Feel free to tag @AI Evy with additional questions. I also appreciate feedback, it helps me improve.

### Answer Overflow calls disconnecting instead of routing to your Retell AI agent typically points to a telephony or SIP configuration issue. Here are the key areas to check: 1. Verify Your SIP/Telephony Configuration If you're using custom telephony with SIP trunking, ensure your origination settings are correctly configured to point to Retell's SIP server. [(1) ]() - Retell SIP server URI:

sip:sip.retellai.com

- Check that your telephony provider's call forwarding/overflow rules are correctly routing to this URI 2. Check Inbound Call Logs Review the SIP connection logs in your Retell call logs—they can help diagnose why the connection is failing. [(2) ]() 3. Common Causes for Disconnection - **Origination settings misconfigured**: Verify your SIP trunking provider's origination URI is pointing to Retell correctly [(1) ]() - **Authentication issues**: If using credential-based authentication, confirm the username/password are correct - **IP whitelisting**: Some providers require whitelisting Retell's IP block:

18.98.16.120/30

(all regions) ,

143.223.88.0/21

, or

161.115.160.0/19

(certain US traffic) 4. Conditional Call Forwarding Setup For overflow handling, ensure your telephony system is set to forward calls to the AI agent after a specific ring duration or when the line is busy/unanswered. [(3) ]() Next Steps: - Check logs in your telephony provider's dashboard for error details - Verify the agent is correctly bound to the imported phone number - Test with a direct inbound call to rule out overflow-specific routing issues Could you share more details about your telephony setup (e.g

., Twilio, Telnyx, Vonage, or another provider) ? This will help narrow down the issue.

​ To learn more, see the sources I considered: [[1] Custom Telephony Overview](https://docs.retellai.com/deploy/custom-telephony) [[2] Debug call transfer failure](https://docs.retellai.com/reliability/call-performance) [[3] Call Routing & Overflow Management with AI | Retell AI](https://www.retellai.com/blog/managing-overflow-calls-and-after-hours-routing-with-retell) ​

Feel free to tag @AI Evy with additional questions. I also appreciate feedback, it helps me improve.