# Support Help **URL:** https://community.retellai.com/c/support-help/6.md?page=2 [Latest](https://community.retellai.com/latest.md) · [Categories](https://community.retellai.com/categories.md) · [Tags](https://community.retellai.com/tags.md) **Page:** 3 --- ## [I am getting some browser console errors while trying to connect the web call in my application](https://community.retellai.com/t/i-am-getting-some-browser-console-errors-while-trying-to-connect-the-web-call-in-my-application/3606)
**Author:** [@megh.shah](https://community.retellai.com/u/megh.shah)\ **Replies:** 2\ **Last updated:** [September 5, 2026, 1:01pm UTC](https://community.retellai.com/t/i-am-getting-some-browser-console-errors-while-trying-to-connect-the-web-call-in-my-application/3606 "2026-09-05T13:01:51Z")
connected to room web\_call\_25e320f92a8ebfa29672504a462 7903-ac507f85ad985740.js:1 \[WebCallModal\] call\_ready fired — agent\_audio track subscribed and attached f9be0dd7-f04d-4ea9-81db-d203b43ac7f0:1 The AudioContext enco… --- ## [Anyone integrated Retell with Booksy for live availability + booking?](https://community.retellai.com/t/anyone-integrated-retell-with-booksy-for-live-availability-booking/3448)
**Author:** [@thevoiceagent](https://community.retellai.com/u/thevoiceagent)\ **Replies:** 4\ **Last updated:** [September 5, 2026, 9:30am UTC](https://community.retellai.com/t/anyone-integrated-retell-with-booksy-for-live-availability-booking/3448 "2026-09-05T09:30:13Z")
Building a barbershop voice agent on Retell — booking, upsells, FAQ all working. Stuck on Booksy: no public API, so I reverse-engineered their anonymous customer API. Shop/service/price data comes back fine with zero aut… --- ## [Inbound one-way audio — SDP codec answer diverges by backend stack (BYOC, +902168882917)](https://community.retellai.com/t/inbound-one-way-audio-sdp-codec-answer-diverges-by-backend-stack-byoc-902168882917/3600)
**Author:** [@Maytras](https://community.retellai.com/u/Maytras)\ **Replies:** 3\ **Last updated:** [September 4, 2026, 8:23pm UTC](https://community.retellai.com/t/inbound-one-way-audio-sdp-codec-answer-diverges-by-backend-stack-byoc-902168882917/3600 "2026-09-04T20:23:33Z")
Production-critical, ongoing since Sept 3→4 night. Already opened ticket #58155 (auto-ack only so far). Symptom: caller hears complete silence on all inbound calls, agent hears/transcribes caller fine. Outbound unaffect… --- ## [Account on hold for "further verification due to high volume calls" — agents can no longer take calls](https://community.retellai.com/t/account-on-hold-for-further-verification-due-to-high-volume-calls-agents-can-no-longer-take-calls/3602)
**Author:** [@support12](https://community.retellai.com/u/support12)\ **Replies:** 7\ **Last updated:** [September 4, 2026, 6:31pm UTC](https://community.retellai.com/t/account-on-hold-for-further-verification-due-to-high-volume-calls-agents-can-no-longer-take-calls/3602 "2026-09-04T18:31:20Z")
Hi everyone, We woke up to an “Action required: Verification Needed” banner on our dashboard saying our account has been placed on hold for further verification due to high volume calls, and that we need to contact supp… --- ## [URGENT: Sympana Connector + GHL outbound calls not going through / verification issue](https://community.retellai.com/t/urgent-sympana-connector-ghl-outbound-calls-not-going-through-verification-issue/3594)
**Author:** [@visionsyncllc](https://community.retellai.com/u/visionsyncllc)\ **Replies:** 5\ **Last updated:** [September 4, 2026, 6:27pm UTC](https://community.retellai.com/t/urgent-sympana-connector-ghl-outbound-calls-not-going-through-verification-issue/3594 "2026-09-04T18:27:38Z")
Workspace ID: org\_rLAqYqojUSWCYDSU I’m connecting Retell AI to GoHighLevel via Sympana Connector. Leads are moving through every step of the automation successfully, but the outbound call itself never fires — nothing sh… --- ## [Retell system is down](https://community.retellai.com/t/retell-system-is-down/3596)
**Author:** [@Sone](https://community.retellai.com/u/Sone)\ **Replies:** 11\ **Last updated:** [September 4, 2026, 5:37pm UTC](https://community.retellai.com/t/retell-system-is-down/3596 "2026-09-04T17:37:50Z")
Our production Retell agent suddenly stopped working without any changes on our side. The system was working normally, but it is now unable to receive incoming calls. All calls are currently failing/not reaching the age… --- ## [Subject / Title: Unable to buy credits - card is on file but invoice creation fails](https://community.retellai.com/t/subject-title-unable-to-buy-credits-card-is-on-file-but-invoice-creation-fails/3584)
**Author:** [@promobusinessflorida](https://community.retellai.com/u/promobusinessflorida)\ **Replies:** 5\ **Last updated:** [September 4, 2026, 5:00pm UTC](https://community.retellai.com/t/subject-title-unable-to-buy-credits-card-is-on-file-but-invoice-creation-fails/3584 "2026-09-04T17:00:12Z")
Message: Hello Retell Support, I am trying to purchase $30 in credits, but Retell keeps showing the following error: “Failed to create invoice. This item requires a card on file. Please add payment.” However, my Visa… --- ## [I am trying out Retell but am blocked because there's no way to top up my credits or pay Retell](https://community.retellai.com/t/i-am-trying-out-retell-but-am-blocked-because-theres-no-way-to-top-up-my-credits-or-pay-retell/3587)
**Author:** [@jelliott1318](https://community.retellai.com/u/jelliott1318)\ **Replies:** 15\ **Last updated:** [September 4, 2026, 1:24pm UTC](https://community.retellai.com/t/i-am-trying-out-retell-but-am-blocked-because-theres-no-way-to-top-up-my-credits-or-pay-retell/3587 "2026-09-04T13:24:13Z")
It seems like the payment flow for new accounts must be broken. Here’s what I did: Create new account and workspace Purchase phone number Create outbound calling agent Attempt phone call Call fails with “Credit balance… --- ## [Inbound calls ring 6-7 times before agent answers](https://community.retellai.com/t/inbound-calls-ring-6-7-times-before-agent-answers/3583)
**Author:** [@promobusinessflorida](https://community.retellai.com/u/promobusinessflorida)\ **Replies:** 10\ **Last updated:** [September 3, 2026, 8:29pm UTC](https://community.retellai.com/t/inbound-calls-ring-6-7-times-before-agent-answers/3583 "2026-09-03T20:29:09Z")
Subject / Title: Inbound calls ring 6–7 times before AI agent answers Message: Hello Retell Support, I’m experiencing a persistent delay with my Retell inbound US phone number. Incoming calls ring approximately 6–7 t… --- ## [Significant call delay](https://community.retellai.com/t/significant-call-delay/3581)
**Author:** [@1.menshikovzvon.job2](https://community.retellai.com/u/1.menshikovzvon.job2)\ **Replies:** 9\ **Last updated:** [September 3, 2026, 5:54pm UTC](https://community.retellai.com/t/significant-call-delay/3581 "2026-09-03T17:54:10Z")
Good day! Could you please assist in investigating a delay in batch call executions? We noticed a significant time gap between the task creation time and the actual dispatch time for the following examples: Example 1:B… --- ## [Credit Balance Error](https://community.retellai.com/t/credit-balance-error/3589)
**Author:** [@Ab123](https://community.retellai.com/u/Ab123)\ **Replies:** 1\ **Last updated:** [September 3, 2026, 2:05pm UTC](https://community.retellai.com/t/credit-balance-error/3589 "2026-09-03T14:05:21Z")
I have $50 in my balance but am getting a credit balance error when I go to test out an agent I’m creating. How can I fix this in order to complete the testing and build for my agents? --- ## [My Retell Agent stops speaking as soon as it initiates the tool calling](https://community.retellai.com/t/my-retell-agent-stops-speaking-as-soon-as-it-initiates-the-tool-calling/3593)
**Author:** [@megh.shah](https://community.retellai.com/u/megh.shah)\ **Replies:** 1\ **Last updated:** [September 3, 2026, 1:52pm UTC](https://community.retellai.com/t/my-retell-agent-stops-speaking-as-soon-as-it-initiates-the-tool-calling/3593 "2026-09-03T13:52:50Z")
I am currently using some custom tools for my Ai agent, the ai agent stops speaking right after it tries to do the tool calling and starts only after we speak from the other end. We are testing on the local environmen… --- ## [Inbound calls from Pakistan disconnect immediately (0s, user\_hangup)](https://community.retellai.com/t/inbound-calls-from-pakistan-disconnect-immediately-0s-user-hangup/3591)
**Author:** [@zakiai.founder](https://community.retellai.com/u/zakiai.founder)\ **Replies:** 2\ **Last updated:** [September 3, 2026, 1:21pm UTC](https://community.retellai.com/t/inbound-calls-from-pakistan-disconnect-immediately-0s-user-hangup/3591 "2026-09-03T13:21:43Z")
Inbound calls from Pakistan (+92, tested on both Jazz and Zong networks) to my Twilio number disconnect immediately after 0 seconds with “user\_hangup” and “no conversation happened” in the call summary. When I try Retel… --- ## [Error: Credit balance exhausted, please top up to continue](https://community.retellai.com/t/error-credit-balance-exhausted-please-top-up-to-continue/3254)
**Author:** [@steevemartin](https://community.retellai.com/u/steevemartin)\ **Replies:** 8\ **Last updated:** [September 2, 2026, 5:31pm UTC](https://community.retellai.com/t/error-credit-balance-exhausted-please-top-up-to-continue/3254 "2026-09-02T17:31:11Z")
Hi Retell Team, We’re integrating chat, and every attempt to create a chat session fails with: 402 - “Credit balance exhausted, please top up to continue.” Workspace ID: org\_eOAu6d3ttL5tETtf Agent involved: agent\_831… --- ## [Duplicate/conflicting invoice status for same phone number purchase](https://community.retellai.com/t/duplicate-conflicting-invoice-status-for-same-phone-number-purchase/3586)
**Author:** [@amanxdev008](https://community.retellai.com/u/amanxdev008)\ **Replies:** 1\ **Last updated:** [September 2, 2026, 12:52pm UTC](https://community.retellai.com/t/duplicate-conflicting-invoice-status-for-same-phone-number-purchase/3586 "2026-09-02T12:52:00Z")
I purchased a US phone number yesterday. The first payment attempt showed as successful (“Paid” - $2.00) in my billing history. Shortly after, I received an email saying the same $2.00 payment was unsuccessful, and my… --- ## [Not able to buy credits my account](https://community.retellai.com/t/not-able-to-buy-credits-my-account/3582)
**Author:** [@matheus.tomazi5](https://community.retellai.com/u/matheus.tomazi5)\ **Replies:** 12\ **Last updated:** [September 1, 2026, 6:44pm UTC](https://community.retellai.com/t/not-able-to-buy-credits-my-account/3582 "2026-09-01T18:44:07Z")
My account is out of credits. I’m trying to buy more credits with a valid credit card (it has funds on it and was already used plenty times, even in retell) but it keeps saying I need to add a credit card. Pleas urgent, … --- ## [Agent speaks the remainder of its sentence as a separate turn after barge-in](https://community.retellai.com/t/agent-speaks-the-remainder-of-its-sentence-as-a-separate-turn-after-barge-in/3580)
**Author:** [@davidkohlani](https://community.retellai.com/u/davidkohlani)\ **Replies:** 2\ **Last updated:** [September 1, 2026, 5:40pm UTC](https://community.retellai.com/t/agent-speaks-the-remainder-of-its-sentence-as-a-separate-turn-after-barge-in/3580 "2026-09-01T17:40:10Z")
When a caller interrupts the agent mid-sentence, the agent stops correctly. But instead of responding to what the caller said, or re-asking the question, it then speaks only the leftover words of the interrupted senten… --- ## [Agent doesn't speak after pressing digit until customer speaks first](https://community.retellai.com/t/agent-doesnt-speak-after-pressing-digit-until-customer-speaks-first/2087)
**Author:** [@anasrallah](https://community.retellai.com/u/anasrallah)\ **Replies:** 17\ **Last updated:** [September 1, 2026, 2:06pm UTC](https://community.retellai.com/t/agent-doesnt-speak-after-pressing-digit-until-customer-speaks-first/2087 "2026-09-01T14:06:10Z")
Hi, my agent is set up to press 1 to accept forwarded numbers. After it presses 1 to accept, the agent is silent until the customer speaks first, then it starts the welcome message. When the agent is getting calls direct… --- ## ["Tool names must be unique" 400 error on every call, even on a brand new agent with 2 uniquely-named custom functions](https://community.retellai.com/t/tool-names-must-be-unique-400-error-on-every-call-even-on-a-brand-new-agent-with-2-uniquely-named-custom-functions/3544)
**Author:** [@shub](https://community.retellai.com/u/shub)\ **Replies:** 13\ **Last updated:** [September 1, 2026, 12:45pm UTC](https://community.retellai.com/t/tool-names-must-be-unique-400-error-on-every-call-even-on-a-brand-new-agent-with-2-uniquely-named-custom-functions/3544 "2026-09-01T12:45:34Z")
Every call to my Conversation Flow Agent fails with the same error, on every retry, across every backend deployment: 400 {“type”:“error”,“error”:{“type”:“invalid\_request\_error”,“message”:“tools: Tool names must be uniqu… --- ## [Credit balance exhausted, please top up to continue](https://community.retellai.com/t/credit-balance-exhausted-please-top-up-to-continue/3579)
**Author:** [@smartercallai](https://community.retellai.com/u/smartercallai)\ **Replies:** 2\ **Last updated:** [September 1, 2026, 12:44pm UTC](https://community.retellai.com/t/credit-balance-exhausted-please-top-up-to-continue/3579 "2026-09-01T12:44:35Z")
Continuing the discussion from Error: Credit balance exhausted, please top up to continue: I am also having the same issue for voice inbound calling but I am set up for pay as you g Workspace ID org\_vrXkGmS0GjpvJncJ --- ## [No response on submitted ticket](https://community.retellai.com/t/no-response-on-submitted-ticket/3577)
**Author:** [@josh1](https://community.retellai.com/u/josh1)\ **Replies:** 4\ **Last updated:** [September 1, 2026, 12:43pm UTC](https://community.retellai.com/t/no-response-on-submitted-ticket/3577 "2026-09-01T12:43:22Z")
Hi, I have an open case ticket with retell support and have been communicating with the support team somewhat regularly. A few days ago, I sent a message within the same ticket thread and have not heard back yet. How can… --- ## [Custom tool follows documented config exactly (POST + parameters schema + query\_params) but the real outgoing request still arrives completely empty every time](https://community.retellai.com/t/custom-tool-follows-documented-config-exactly-post-parameters-schema-query-params-but-the-real-outgoing-request-still-arrives-completely-empty-every-time/3570)
**Author:** [@contact8](https://community.retellai.com/u/contact8)\ **Replies:** 5\ **Last updated:** [September 1, 2026, 12:42pm UTC](https://community.retellai.com/t/custom-tool-follows-documented-config-exactly-post-parameters-schema-query-params-but-the-real-outgoing-request-still-arrives-completely-empty-every-time/3570 "2026-09-01T12:42:07Z")
TONEXT AI Latest agent\_id: agent\_eb13a21c7dd6a5f0718d9bd02d Problem: A custom tool (check\_availability) is configured exactly per your docs at docs.retellai.com/build/single-multi-prompt/custom-function: method: "POS… --- ## [SMS campaign rejected twice for “invalid campaign description” with no specific correction details](https://community.retellai.com/t/sms-campaign-rejected-twice-for-invalid-campaign-description-with-no-specific-correction-details/3571)
**Author:** [@supernova77](https://community.retellai.com/u/supernova77)\ **Replies:** 7\ **Last updated:** [September 1, 2026, 12:39pm UTC](https://community.retellai.com/t/sms-campaign-rejected-twice-for-invalid-campaign-description-with-no-specific-correction-details/3571 "2026-09-01T12:39:59Z")
Hi Retell team, We are trying to submit an SMS campaign application for low-volume transactional SMS through CallGENIE / bizzi Solutions. The campaign has now been rejected twice, and each time we paid the $15 review f… --- ## [Deprecation notices — please confirm the source (User-Agent) of the flagged calls](https://community.retellai.com/t/deprecation-notices-please-confirm-the-source-user-agent-of-the-flagged-calls/3216)
**Author:** [@steevemartin](https://community.retellai.com/u/steevemartin)\ **Replies:** 7\ **Last updated:** [August 31, 2026, 8:21pm UTC](https://community.retellai.com/t/deprecation-notices-please-confirm-the-source-user-agent-of-the-flagged-calls/3216 "2026-08-31T20:21:58Z")
Hi Retell team, I’m receiving “deprecated list endpoints” notices for two of my workspaces and, before changing anything on my side, I’d like to confirm where the calls are actually coming from — I suspect they may ori… --- ## [I need to enable outbound calling to UAE (+971) for my account](https://community.retellai.com/t/i-need-to-enable-outbound-calling-to-uae-971-for-my-account/3517)
**Author:** [@mustafa](https://community.retellai.com/u/mustafa)\ **Replies:** 2\ **Last updated:** [August 31, 2026, 5:50pm UTC](https://community.retellai.com/t/i-need-to-enable-outbound-calling-to-uae-971-for-my-account/3517 "2026-08-31T17:50:40Z")
Kindly activate the ability of calling (UAE) number from my Retell account, as I got"Call country not supported: AE" from the create-phone-call API. Workspace : “Techno” Phone number +16507537200 Destination number fo… --- ## [Please enable outbound calling to Turkey (+90), UAE (+971) and Tunisia (+216)](https://community.retellai.com/t/please-enable-outbound-calling-to-turkey-90-uae-971-and-tunisia-216/3536)
**Author:** [@sami.chalbia](https://community.retellai.com/u/sami.chalbia)\ **Replies:** 2\ **Last updated:** [August 31, 2026, 5:29pm UTC](https://community.retellai.com/t/please-enable-outbound-calling-to-turkey-90-uae-971-and-tunisia-216/3536 "2026-08-31T17:29:19Z")
Please enable outbound calling to Turkey (+90), UAE (+971) and Tunisia (+216) on my account — workspace “Tech Industry Kimya”, number +16592074986. My AI assistant calls me (the account owner) for testing, and later our … --- ## [BUG: Inbound Calls Failing | US Numbers Purchased From Retell (Twilio + Telnyx)](https://community.retellai.com/t/bug-inbound-calls-failing-us-numbers-purchased-from-retell-twilio-telnyx/3575)
**Author:** [@Sean\_Whelan\_AYB\_AI](https://community.retellai.com/u/Sean_Whelan_AYB_AI)\ **Replies:** 4\ **Last updated:** [August 31, 2026, 1:34pm UTC](https://community.retellai.com/t/bug-inbound-calls-failing-us-numbers-purchased-from-retell-twilio-telnyx/3575 "2026-08-31T13:34:02Z")
Hi Retell team, We are experiencing failed inbound calls to Twilio and Telnyx numbers purchased through the Retell dashboard this morning. I have a number we have been using for internal inbound testing on a client’s a… --- ## [Equation transitions fall through to Else despite correct dynamic variables and Code Node readback](https://community.retellai.com/t/equation-transitions-fall-through-to-else-despite-correct-dynamic-variables-and-code-node-readback/3572)
**Author:** [@space\_nija](https://community.retellai.com/u/space_nija)\ **Replies:** 1\ **Last updated:** [August 31, 2026, 1:04pm UTC](https://community.retellai.com/t/equation-transitions-fall-through-to-else-despite-correct-dynamic-variables-and-code-node-readback/3572 "2026-08-31T13:04:28Z")
Hi Retell team, We are seeing an apparent runtime issue with Equation transitions in a Traditional/Rigid Conversation Flow. Expected behavior A Code Node returns and stores: { "subflow\_result\_valid": "true", "acti… --- ## [Unexpected $100 Recharge With Auto Recharge Off!](https://community.retellai.com/t/unexpected-100-recharge-with-auto-recharge-off/3574)
**Author:** [@enlightened](https://community.retellai.com/u/enlightened)\ **Replies:** 1\ **Last updated:** [August 31, 2026, 12:54pm UTC](https://community.retellai.com/t/unexpected-100-recharge-with-auto-recharge-off/3574 "2026-08-31T12:54:00Z")
Hey Retell team, I need some help with a client billing issue. A client was charged a $100 recharge even though Auto Recharge was turned off. I wasn’t aware there was a new recharge feature or setting that could still t… --- ## [Agent Transfer and concurrency on a custom-LLM agent](https://community.retellai.com/t/agent-transfer-and-concurrency-on-a-custom-llm-agent/3563)
**Author:** [@cremiola.tails](https://community.retellai.com/u/cremiola.tails)\ **Replies:** 4\ **Last updated:** [August 28, 2026, 6:48pm UTC](https://community.retellai.com/t/agent-transfer-and-concurrency-on-a-custom-llm-agent/3563 "2026-08-28T18:48:27Z")
We run a custom-LLM agent over the LLM WebSocket (response\_type: “response”). Three questions. Can a custom-LLM agent initiate an Agent Transfer to another Retell agent? The Agent Transfer node is documented under Con… [Previous page](https://community.retellai.com/c/support-help/6.md?page=1) [Next page](https://community.retellai.com/c/support-help/6.md?page=3)