API error when using v2/create-phone-call

Support Help
1

Got this error multiple times today when creating a call via API:

“error”: {

“message”: “Forbidden - perhaps check your credentials?”,

“timestamp”: 1769637408403,

“name”: “NodeApiError”,

“description”: “The agent associated with this call failed due to potential of violation of Retell’s Terms of Service. Please look for an email from support@retellai.com for more details.”,

“context”: {

2

The error message “The agent associated with this call failed due to potential of violation of Retell’s Terms of Service” indicates your agent has been flagged for a potential Terms of Service violation.(1)

When this occurs, you should receive an email from support@retellai.com requesting documentation to resolve the issue.(1) The email typically asks for information such as:

  • The nature of your calls
  • Where you obtain end-user information prior to placing calls
  • Your planned course of action to address any unhealthy metrics(1)

To resolve this issue, you need to respond to the email from support@retellai.com with the requested documentation proving business ownership and addressing their concerns.(1) Note that agents may be banned if violations occur repeatedly, and unbanning may become more difficult with each occurrence.(1)

If you haven’t received an email, check your spam folder or contact support@retellai.com directly with your workspace ID and agent ID.(1)

3

Hello @Janysh,

You should’ve gotten an email asking for your documents to unblock your agent.

Please send the documents, and send me the email that you sent from

4

Haven’t gotten any emails from Retell yet.

5

Send an email with your documents
and share your email so I can expedite it for you

6

To expedite your Retell AI account verification or support request, send your documents to support@retellai.com(1).

For compliance-related matters, you can also reach compliance@retellai.com(1).

When emailing, include your organization ID (found at Settings → Workspace) to help support identify your account quickly(2).

For additional assistance:

7

What documents do you need? Can I get a list of what’s required?
My email is janysh@zenpoint.ai
I’ve also sent an email to support@retellai.com with call details.

Thank you

8

Hello @Janysh

I can see your workspace is working fine. Can you share the recent call that has this issue?

9

I don’t have specific information about troubleshooting workspace issues or accessing recent calls with problems in the available sources.

However, if you’re experiencing issues with post-call analysis not appearing, there are a few common causes based on community discussions(1):

Data Storage Settings: Post-call analysis requires data storage to be enabled(1). If you have “opt out of data storage” enabled, Retell will not store or process call data post-call, which means analysis won’t run(1).

Call Connection: Post-call analysis fields are not populated for calls that were not connected or where no conversation took place(2)(3). Check whether the call actually connected and had a conversation.

Webhook Events: If you’re trying to access analysis via webhooks, ensure you’re listening for the call_analyzed event, not just call_started or call_ended(2)(4).

To retrieve call details programmatically, you can use the Get Call API or List Calls API(2)(5).

Would you like guidance on how to retrieve specific call information using the Retell AI API?

10

Omar, since I got this error message repeatedly for that specific agent we’re no longer using that agent in production until we sort this out. I’ve shared a specific agent ID in my email to support.

“error”: {

“message”: “Forbidden - perhaps check your credentials?”,

“timestamp”: 1769637408403,

“name”: “NodeApiError”,

“description”: “The agent associated with this call failed due to potential of violation of Retell’s Terms of Service. Please look for an email from support@retellai.com for more details.”,

“context”: {