### Answer When your Retell account is placed on hold, you should contact support@retellai.com to resolve the issue [(1) ]() . Based on similar cases, accounts can be placed on hold for reasons including high volume calls requiring verification [(1) ]() [(2) ]() , or potential violations of Retell's Terms of Service [(1) ]() . The resolution process typically involves: - Emailing support@retellai.com with your organization ID - Providing any requested verification information - If your agent was flagged for policy violations, you may need to update the agent's prompt and reimport it as a new agent In previous cases, the Retell team has been able to lift holds relatively quickly once the issue is reviewed [(1) ]() [(2) ]() .

​ To learn more, see the sources I considered: [[1] Our account is on hold because of high volume - urgent fix required](https://discord.com/channels/1186424376300679209/1475139574190702694) [[2] Your account is on hold for further verification due to high volume calls](https://discord.com/channels/1186424376300679209/1345033885158867035) ​

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

### Answer Yes, you can contact a real person at Retell AI by emailing support@retellai.com [(1) ]() . Based on a similar case, after sending your email with your organization ID, you should receive a response from the Retell team . In the example case, the user was told they would "receive a response shortly" . If you need faster resolution, you can also request to escalate your ticket after providing all requested information .

​ To learn more, see the sources I considered: [[1] Message: Verification Needed:Your account is on hold for further verification due to high volume cal](https://discord.com/channels/1186424376300679209/1478132747942756453) ​

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

### Answer Based on the available information, for non-enterprise support, real-time assistance in this Discord is currently limited [(1) ]() . According to a message from Retell staff, "non enterprise support is currently limited to community for the most part" . For direct support with your account hold issue, your best option remains emailing support@retellai.com with your organization ID . If you need priority support with faster response times, Retell recommends connecting with a solutions partner, which you can do directly via the dashboard or on the website .

​ To learn more, see the sources I considered: [[1] Discord message from @hoosierroofcare_26849 on 2026-01-27](https://discord.com/channels/1186424376300679209/1186462578310910112/1465760485726093345) ​

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