Batch call is stuck showing 0 Sent / 0 Picked Up / 0 Successful

Support Help
1

I’m running into an issue where a batch call in Retell is stuck showing 0 Sent / 0 Picked Up / 0 Successful, with the “Call Logs” link greyed out/inactive, even though it’s been over 15 hours since I clicked “Send Now.”

Setup:

  • Agent: Single-Prompt Agent (“Marissa”), currently on published Version 21
  • From number: assigned to this agent (“Go Swift”)
  • Recipients: CSV upload with 3 test contacts, mapped correctly (confirmed via the Recipients preview screen — headers dynamic_variable1/dynamic_variable2 show up correctly with real data populated per row)
  • “When to send the calls”: set to “Send Now” (not scheduled)
  • “When Calls Can Run”: 00:00–23:59, Mon–Sun (no restriction)
  • Batch status shows “Sent” in the batch list, but no calls appear to have actually been placed

What I’ve already ruled out:

  • Account balance: purchased $50 in credit, Auto Charge is enabled: Credit balance: $62.44
  • No warning banners/messages visible anywhere in the dashboard
  • Same agent has successfully completed calls in other batches previously, so the agent config itself works

What I’m trying to figure out:

  • Why would a batch marked “Sent” with “Send Now” never actually dial any recipients, with Call Logs staying inactive 15+ hours later?
  • Is there a way to see a batch-level error/status beyond the simple “Sent” label? (I noticed another batch in my account shows a small orange warning icon next to “Sent” — this one doesn’t show any icon at all, which is confusing.)
  • Could this be tied to phone number status, concurrency limits, or a payment/billing issue that isn’t surfaced in the UI?

Any guidance on where to look next, or whether this needs to be escalated to support directly, would be appreciated.

2

Hey @thegoswift Could you please share your Org ID and Agent ID? This will help us investigate the issue further.

Thank You

3

The agent ID is agent_c4b5a38e0241243601f717bf4c

Workspace ID
org_b56EisAX8yE0EeGy

4

@thegoswift I’m checking this with the team and will get back to you as soon as I have an update.

Thank You

5

Hello @thegoswift Your agent has been banned due to which the batch calls are failing. Please check the inbox on your workspace’s owner email (thegoswift@gmail.com) for a message from support@retellai.com it will describe what triggered the flag on this agent and what our Trust & Safety team needs from you to re-review.

Thank you

6

Good morning,
I haven’t received any email that
describe what triggered the flag and what the Trust & Safety team needs from me to re-review.
Could you please explain over here so I can understand and solve the issue.
Thank you.

7

Hey @thegoswift Could you please email support@retellai.com and include the following details:

  • Agent ID: agent_c4b5a38e0241243601f717bf4c

  • Workspace ID: org_b56EisAX8yE0EeGy

Please also mention your forum post so the support team has the full context. Let them know that your agent has been banned and request a review of the restriction. The team will review your case and get back to you via email.

Thank you.