Account-wide compliance block — all outbound calls returning 403, batch stuck at 0 sent (Workspace: org_jxx11YetUj6rvRuE)

Support Help
1

Hi Retell team,

My account has been hit with an account-wide compliance block and ALL outbound calls are now returning a 403 error. I need urgent help to get this resolved today.

Account Details:

  • Workspace ID: org_jxx11YetUj6rvRuE
  • What happened:
  • On March 31, a batch of ~65 calls ran successfully. After those calls, an automated compliance flag was triggered on the account. I received an email from Omar Salam at 4:40 AM April 1 confirming this.

Current error on ALL outbound calls:

“The agent associated with this call failed due to potential of violation of Retell’s Terms of Service.”

What I’ve tried:

  • Created a brand new agent (agent_089654c86473acd415824d8271) — still 403
    • Created a new LLM and updated both phone numbers — still 403
      • Submitted the outage report form
      • The block is account-level, not agent-level. I have a batch of 769 legitimate real estate calls (batch_call_e0bfbe65f43e2688f410c) stuck at 0 sent because of this block. These are legal outbound calls to property owners in Florida.
    • Please review and lift the compliance flag on my account ASAP. Happy to provide any additional verification needed.
  • Thank you
2

Hi @evergreenhomebuyers3

Thanks for reaching out and for sharing these details. I’ve escalated your issue to our team for further review.

We’ll keep you updated as soon as we have more information.

Best regards

3

Hey @evergreenhomebuyers3

Our team has received the emails from evergreenhomebuyers333@gmail.com and they will assist you further.

Thanks