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I'm blocked at the phone verification step during ...
# ❓・ai-evy-support
j
@AI Evy I'm blocked at the phone verification step during signup and can't get into my account. What's happening: I enter my Philippine number (+63) on the "Secure Your Account" screen and get "We couldn't send the SMS. Please try again later." No code ever arrives. What I've already ruled out: I tried it both with and without the leading 0 (so 09272241783 and 9272241783 with +63 selected), and retried in a fresh browser session. Same error every time. I've seen a few older threads here about the same error on non-US numbers, so I don't think it's my input. Is there a way to get the code by email instead, or can someone verify the account manually? Happy to DM the email I signed up with. Thanks.
a
Thanks for tagging me @jerome. I'll look through relevant sources and get back to you shortly.
### Answer SMS verification during signup is currently limited to US phone numbers only, which is why the code isn't arriving for your +63 number [(1) ]() . This isn't an input issue on your end. As a workaround, you can try switching to email-based verification instead of SMS — select the alternate verification method option on the signup screen [(2) ]() . If that still doesn't resolve it, reach out to support directly at support@retellai.com [(1) ]() for manual account assistance.
​ To learn more, see the sources I considered: [[1] Registration issues](https://discord.com/channels/1186424376300679209/1382762489204314252) [[2] Phone number verification is not working](https://discord.com/channels/1186424376300679209/1400468649680048249) ​
Feel free to tag @AI Evy with additional questions. I also appreciate feedback, it helps me improve.
j
@AI Evy how can I sign up using email? I only see phone number
a
Thanks for the follow-up, @jerome. I'll get back to you soon.
### Answer I don't have information in the available sources about signing up for Retell AI with email instead of phone number. The sources I have cover KYC verification for outbound calling [(1) ]() and enterprise security/compliance topics [(2) ]() , neither of which address the signup flow itself. For help with the signup process, reach out to support directly: [Support]() .
​ To learn more, see the sources I considered: [[1] KYC Verification](https://docs.retellai.com/accounts/kyc) [[2] Why Enterprise Security Matters for Voice AI | Retell AI](https://www.retellai.com/blog/why-enterprise-security-is-important-for-voice-ai-technology) ​
Feel free to tag @AI Evy with additional questions. I also appreciate feedback, it helps me improve.
j
i sent an email to support but no one is getting back to me
@AI Evy i sent an email to support but no one is getting back to me
a
Thanks for the follow-up, @jerome. I'll get back to you soon.
### Answer I don't have information in the sources about expected response times for support@retellai.com or an alternative escalation path beyond that email. Some similar cases in community/Discord threads show users tagging Retell team members directly in the support channels to get traction on stalled verification issues [(1) ]() [(2) ]() [(3) ]() . For example, one user with a blocked SMS verification issue eventually got help after tagging support staff directly and providing details via DM [(3) ]() . Given your case is signup/phone-verification related and email hasn't gotten a response, you could try re-sending to support@retellai.com with your account email and a summary of the issue clearly stated, since that's the documented support contact [(4) ]() . I don't have further information in the sources on guaranteed response times or how to expedite a stuck support ticket.
​ To learn more, see the sources I considered: [[1] Account Verification needed error:](https://discord.com/channels/1186424376300679209/1353434292469895210) [[2] Discord message from @manuel_98813 on 2025-12-29](https://discord.com/channels/1186424376300679209/1186462578310910112/1455341504829722644) [[3] I’m unable to complete SMS verification for my account.](https://discord.com/channels/1186424376300679209/1466896338326130943) [[4] KYC Verification](https://docs.retellai.com/accounts/kyc) ​
Feel free to tag @AI Evy with additional questions. I also appreciate feedback, it helps me improve.
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