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 support with our company name, use case, and proof that we represent the company.
Since the hold went on, our agents can no longer place or receive calls. These are live production agents, so this is currently affecting real operations for our clients.
Some context on our setup:
We are an AI solutions company running inbound voice agents on behalf of client organisations, mostly quick service restaurant franchise operators in the US.
The agents handle HR questions from employees, guest complaint intake, and maintenance requests from store staff.
Everything is inbound only. No cold outbound, no telemarketing, no unsolicited dialling. Callers are employees or guests who were given the number by the operator.
Our volume goes up and down with normal business activity across client stores, which I assume is what tripped the automated flag.
We have already emailed support@retellai.com with our company details and use case, and we are ready to provide business registration documents or anything else needed for verification. This is the Workspace id: org_yHQQdy0sgDlNZjoE
A few questions for anyone who has been through this:
How long did the verification review take for you? Trying to set expectations with our clients.
Is there anything specific I can send upfront that speeds it up? Registration certificate, letter on letterhead, domain verification?
Is there a way to get calls restored while the review is in progress, or is the account fully frozen until it clears?
Is there a volume threshold we should know about so we can flag growth to support before it triggers this again?
Any pointers appreciated. Happy to share our account email privately with the support team.
could you please share the email address you used to contact support@retellai.com, along with your Organization ID?
Share a screenshot of the “Verification Needed” notice? We’ll review the account details and escalate this to the relevant team for further investigation.
Regarding your questions:
Review time: Verification reviews typically take around 1–2 business days once the required information/documents have been submitted, although some cases may take longer.
Documents: Please provide your company registration documents or other official proof that you represent the company, along with your company name and use case.
Restoring calls: Since the account is currently on hold, calls may remain unavailable until the verification review is completed. I can escalate this to the relevant team for review.
Future volume flags: There isn’t a specific public call-volume threshold we can provide. The best approach is to ensure your company/use case is properly verified and that your traffic aligns with the stated use case.
Hey @mark1, thanks for the quick response. Details below.
Email used to contact support:eisha@genifem.com Account email on the workspace:support@genifem.com Organization ID:org_yHQQdy0sgDlNZjoE
Screenshot of the “Verification Needed” notice attached, along with our call analytics.
One thing worth flagging when you escalate: our actual call volume is very low, which makes the “high volume calls” trigger look like a false positive.
Today (Sep 4): 18 calls, average duration 1m 0s
Last 7 days (Aug 29 to Sep 4): 84 calls, average duration 2m 10s
Peak concurrency: 4
On documents, I can send our company registration documents and EIN as a reply on that same email thread. Just say the word and I’ll send them across right away.
Since our production agents currently cannot take calls for live client operations, any escalation to speed this up would be much appreciated.
Hi Mark,
Can we please expedite this process?Anything particular needed from our end apart from official doc? Our entire client base is affected right now and on weekend, customers call the most. Clients are frustrated. We appreciate any help possible. Thank you
I completely understand the urgency, especially with your clients being affected during the weekend.
I’ve escalated this to the relevant team and highlighted the impact on your production environment. If there’s any additional information required from your end beyond the official company documentation, we’ll let you know promptly.
We’ll keep you updated as soon as we receive any further information. Thank you for your patience and understanding.