### Answer Payment methods are scoped per workspace, so adding your card in one workspace doesn't carry over to another workspace even under the same login — each new workspace requires its own payment method to be added separately [(1) ]() [(2) ]() . To fix this, try: 1. Go to the Billing tab in that specific workspace's dashboard [(1) ]() 2. Click "Change payment methods" to open the Stripe payment settings 3. Add the payment method again, entering the details directly in the Stripe portal If the card still fails after re-adding it, this is treated as a failed payment issue. Recommended steps [(3) ]() : 1. Contact your bank to confirm the transaction isn't being blocked and request they allowlist transactions from Retell, then retry the payment 2. If it still fails, get written confirmation from your bank (on letterhead) that Retell is allowlisted, and email it to [support@retellai.com](support@retellai.com) along with your account details 3. Alternatively, try adding a different payment method through the same "Change payment methods" flow If none of this resolves it, contact support via the [Customer Support Portal]() or [support@retellai.com](support@retellai.com) .

​ To learn more, see the sources I considered: [[1] Add payment methods](https://docs.retellai.com/accounts/add-payment) [[2] Retell AI billing: credits, auto recharge, and invoices](https://docs.retellai.com/accounts/billing) [[3] Handle failed payments](https://docs.retellai.com/accounts/fail-payment) ​

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

### Answer I don't have information confirming this is a workspace bug. The available sources don't cover a scenario where multiple different payment methods fail with a "no valid payment" error across workspaces. Since re-adding the same card and trying a different card both failed, this points to something beyond a simple payment method issue on your end. The sources note that if a card fails after being re-added, you should contact your bank to confirm the transaction isn't being blocked and ask them to allowlist transactions from Retell [(1) ]() . If it still fails, get written confirmation from your bank (on letterhead) that Retell is allowlisted, and email it along with your account details to support@retellai.com. Given that two separate cards both failed, I'd recommend reaching out directly to support so they can check your account/workspace for anything unusual: [Customer Support Portal]() or support@retellai.com.

​ To learn more, see the sources I considered: [[1] Add payment methods](https://docs.retellai.com/accounts/add-payment) ​

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

### Answer That's useful information — if the same cards work fine on other workspaces, it does point to something specific to this one workspace rather than a banking-side block. The sources don't cover a scenario where a workspace itself causes valid, working payment methods to be rejected as "no valid payment" [(1) ]() . Payment methods are scoped per workspace and must be added individually to each one [(1) ]() [(2) ]() , but nothing in the documentation describes a workspace-level bug causing this behavior. Given that you've ruled out the card and the bank, this is best escalated directly to support so they can inspect the specific workspace configuration: [Customer Support Portal]() or support@retellai.com.

​ To learn more, see the sources I considered: [[1] Add payment methods](https://docs.retellai.com/accounts/add-payment) [[2] Retell AI billing: credits, auto recharge, and invoices](https://docs.retellai.com/accounts/billing) ​

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

### Answer I don't have information in the available sources describing an alternative to the Customer Support Portal for urgent workspace/payment issues, other than emailing support directly. Since you can't access the Customer Support Portal, try emailing support@retellai.com with your account details, the workspace name/ID affected, and a summary of the issue (multiple valid cards failing with "no valid payment" despite working in other workspaces) . If the portal access itself is broken, mention that explicitly in your email so support can look into both issues together. I don't have further documented escalation paths beyond this in the sources provided.

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

### Answer To manually add funds, go to the Billing tab in your dashboard and click Buy credits [(1) ]() . Enter the amount you want and click Purchase — the charge goes to your payment method on file, processed through Stripe . Since your workspace is having the "no valid payment" issue with multiple cards, buying credits will likely fail there too until the underlying payment method problem is resolved. You'll need that fixed first via support before credits can be purchased successfully.

​ To learn more, see the sources I considered: [[1] Retell AI billing: credits, auto recharge, and invoices](https://docs.retellai.com/accounts/billing) ​

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

### Answer If your workspace only shows "pay as you go" with no Buy Credits button, that means it's on the legacy monthly billing version rather than credit-based billing — legacy accounts don't have a credit balance to top up manually; instead they're billed at the end of each period based on actual usage on the payment method on file [(1) ]() . Since this is a legacy/pay-as-you-go workspace, "manually adding funds" isn't an available action — there's no prepaid balance to purchase . The relevant concern is simply that a valid payment method is on file so usage charges can be processed at the end of the billing period [(1) ]() [(2) ]() . Given this ties back to the same underlying issue (multiple valid cards failing with "no valid payment" on this specific workspace) , this still needs to go through support since the sources don't document a workspace-level cause for that behavior [(2) ]() . Email support@retellai.com with your workspace ID/name and note that you can't access the Customer Support Portal either.

​ To learn more, see the sources I considered: [[1] Retell AI billing: credits, auto recharge, and invoices](https://docs.retellai.com/accounts/billing) [[2] Add payment methods](https://docs.retellai.com/accounts/add-payment) ​

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

### Answer I don't have information in the sources describing a faster escalation path beyond emailing support directly [(1) ]() . Since you've already emailed support@retellai.com, the sources don't document an alternative urgent contact method for this specific workspace payment issue [(1) ]() [(2) ]() . One thing worth noting: other users have reported similar "no valid payment method" errors tied to a broader service issue that was resolved fairly quickly on Retell's end [(3) ]() . If your situation is related to a similar temporary issue, it may resolve on its own — but if it's specific to your workspace configuration, support review is still needed since the docs don't cover a workspace-level cause for valid cards being rejected [(1) ]() . While waiting on a response, you could reply to your existing email thread to bump it and clearly flag the urgency (client-facing calls affected, multiple valid cards failing, portal inaccessible) . I don't have documentation of a separate expedited/urgent support channel beyond that.

​ To learn more, see the sources I considered: [[1] Handle failed payments](https://docs.retellai.com/accounts/fail-payment) [[2] Manage your Retell AI account](https://docs.retellai.com/accounts/account) [[3] URGENT!! No valid payment method](https://discord.com/channels/1186424376300679209/1450510568225247282) ​

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

@Colin - Integrations @ Retell AI Colin is there currently an issue with payments? Regardless of which card we place on file, with or without Link, it's not letting us setup a new workspace

You can DM me or send it on the general chat.

@Omar Ashraf | Community Lead any update on the payment issue?