Account verification

Support Help
1

my account verification keep on failing

2

If your Retell AI account verification keeps failing, here are the common reasons and solutions:

Common Causes:

  1. Duplicate Identity Detection - Each person can verify only one account(1). The system detects duplicate identities, so even using a different government ID may be flagged as a duplicate(1). If your ID details and face portrait match a previously submitted ID on a different account, verification will fail(2).

  2. Photo Quality Issues - Ensure you’re using clear, high-quality images of valid documentation with no glare and proper lighting(2).

  3. Previous Account Verification - If your previous account was verified and later deleted, you’ll need to contact support for a manual review(1).

Solutions:

  1. Try a Different ID Type - If you used a driver’s license, try using your passport instead, or vice versa(2).

  2. Check for Previous Accounts - If you’ve verified another Retell account before, your current verification may be blocked because the ID is already linked to another account(2).

  3. Contact Support - If verification continues to fail after trying different IDs, reach out to the Retell support team for manual review(1).

Getting Help:

3

Hello @Joseph_Richmond

Please send an email to support@retellai.com