### Answer This is a known (though rare) issue where calls can get stuck in "ongoing" status. [(1) ]() [(2) ]() Based on similar cases reported to the Retell team: - Calls stuck in "ongoing" status will automatically be turned into

error_retell

status. [(2) ]() - You will not be charged for calls that exceed expected limits due to this issue—calls more than 1 hour that get stuck are considered Retell's problem. [(1) ]() - The transcript and call data should become available once the call status is resolved. What to do: 1. Share your call ID with the Retell support team so they can investigate and expedite resolution. 2. In previous cases, support was able to provide transcripts directly when users had urgent deliverables. This issue happens rarely, but if it recurs, escalate it to the team. [(2) ]()

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

​ To learn more, see the sources I considered: [[1] Missing Calls - call_start webhook worked but no call_end webhook - not in call history on dashboard](https://discord.com/channels/1186424376300679209/1316827451556499496) [[2] Bug: max_call_duration_ms not being enforced](https://discord.com/channels/1186424376300679209/1459282826846535802) ​

### Answer I understand the frustration with receiving a generic response when you have an urgent, specific issue. For stuck calls like yours, the most effective approach based on similar cases has been to: 1. Post directly in the community forum with your call ID and agent ID—Retell team members like Omar have responded to specific call issues there and can investigate directly. [(1) ]() [(2) ]() 2. Tag the Retell team directly when posting—in previous stuck call cases, users tagged founders and support staff (like @Bing, @Todd, @Evy, @Weijia) to escalate urgent issues. [(3) ]() 3. Include specific details in your request: - Your call ID - Your agent ID - The start timestamp - A clear description that this is a stuck "ongoing" call needing manual termination and transcript recovery In a similar case, a user was able to get transcripts provided directly by support after escalating through multiple channels. Given the critical nature of your 2-hour session, I'd recommend posting in the Retell community forum with those details and explicitly requesting transcript recovery assistance.

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

​ To learn more, see the sources I considered: [[1] Wrong agent picks up when doing an agent transfer from multi prompt agent. the agent also doesn't send call end or call analyzed events to the webhook](https://community.retellai.com/t/wrong-agent-picks-up-when-doing-an-agent-transfer-from-multi-prompt-agent-the-agent-also-doesnt-send-call-end-or-call-analyzed-events-to-the-webhook/584) [[2] No "call_analyzed" webhook for some disconnection reasons](https://community.retellai.com/t/no-call-analyzed-webhook-for-some-disconnection-reasons/387) [[3] Missing Calls - call_start webhook worked but no call_end webhook - not in call history on dashboard](https://discord.com/channels/1186424376300679209/1316827451556499496) ​