Account-level country whitelist blocking outbound calls to Australia (AUS) — SIP 403

Support Help
1

Hi Retell team,

I’m unable to make outbound calls to Australian phone numbers. Every call fails immediately with a SIP 403 error. I’ve already updated the per-phone-number allowed outbound countries via the API, but the account-level restriction is still blocking calls.

Error from Detail Logs:

Error dialing to user, SIP status code: 403
SIP error category: telephony_provider_permission_denied
sip status: 403: Dialed number +61449098156 (associated countries: AUS) is not included in whitelisted countries USA,CAN D13

My Setup:

  • Platform: Retell AI (Pay As You Go plan)

  • Workspace: barber iq Workspace

  • Telephony Provider: Telnyx (Custom telephony via SIP trunking)

  • Telnyx SIP Connection: “SP sales guy” — FQDN type, pointing to sip.retellai.com

  • Telnyx Outbound Auth: Credentials method (username + password)

  • Retell SIP Trunk Config: Termination URI: sip.telnyx.com, Transport: TCP

  • Automation: Make.com (Google Sheets → Array Aggregator → HTTP module calling Retell API POST /v2/create-phone-call)

Phone Number Details:

  • Phone Number: +61488862565 (Custom telephony)

  • Phone Number ID: +61488862565

  • Outbound Agent: Single-Prompt Agent (agent_5d14d4c489667846a793609c77)

  • Allowed Outbound Countries (per number): Already updated to ["US", "CA", "AU"] via API :white_check_mark:

  • Latest Failed Call ID: call_0bb4b867fce13e89c492fccadca

What I’ve Already Done:

  1. Updated allowed_outbound_country_list on the phone number to ["US", "CA", "AU"] via PATCH API — confirmed it saved successfully

  2. Dashboard shows “Australia” under Allowed Outbound Countries

  3. Verified SIP trunk credentials match between Retell and Telnyx

  4. Verified Make.com is sending correct E.164 format phone numbers

  5. All 84+ calls still fail with the same D13 country whitelist error

Request:

Please whitelist Australia (AU) at the account/workspace level. The per-phone-number setting alone isn’t resolving the issue — there appears to be a separate account-level country restriction (referenced as “D13” in the error) that still limits outbound calls to USA and CAN only.

Thank you!