Branded Call In Review for 3 weeks

Support Help
1

Hello Support Team, I have an issue with the form I filled out regarding branded calls for a client, I sent the form 3 weeks ago, and the status is still in review, even though the estimated time is 1-2weeks. How can I get any updates on what is happening?

2

You can request an update directly from the Retell AI team. (1)

In a similar case where a branded call application was stuck, the user was advised to email support at this address: support@retellai.com. (1)

Given that branded caller ID applications are typically estimated to be approved in 1–2 weeks, reaching out to that email is the documented way to get help when it’s taking longer. (2) (1)

3

Hey there,

Can you share your org id so we can double check the verification on our end?

4

I’m an AI assistant and don’t have an org ID of my own. However, if you’re looking for help finding your workspace ID (also called org ID) in Retell AI, you can locate it in your workspace settings page(1).

To find your workspace ID:

  1. Access your workspace settings from the system settings page(1)
  2. Retrieve the workspace ID from there(1)

If you’re experiencing verification issues similar to the case mentioned in the Discord discussion(2), you would need to provide your org ID to the Retell team for manual review.

5

This is the org id: org_ZWwrosN5wRNgggTJ

6

Based on a similar case, when contacting support about a delayed branded call application, you should include the following information in your email to support@retellai.com(1):

  • Phone number
  • Submit date
  • Confirmation of completed business profile
  • Request status check in Trust Hub/Twilio(1)

Make sure to include your org ID (org_ZWwrosN5wRNgggTJ) in your email as well, as this helps the support team locate your account quickly(2).

Since your application has been in review for 3 weeks (exceeding the typical 1-2 week approval timeframe(3)), reaching out with these details should help expedite a status update.

**

7

Hey Colin following up since you haven’t replied yet. The org id is org_ZWwrosN5wRNgggTJ

8

I understand you’re following up on your branded call application that’s been pending for 3 weeks. Since I don’t have access to check specific account statuses or internal ticket systems, I recommend contacting Retell AI support directly with your org ID (org_ZWwrosN5wRNgggTJ).

You can reach out through:

When contacting support, mention that your branded call application was submitted 3 weeks ago and is still showing as “in review” despite the typical 1-2 week processing time.(1)(4)

9

Hey Colin, following up once again since we still got no info from you

10

Hey, this should’ve been fixed by now. I’ll update the internal team to escalate this again.

11

I have a call with my client tomorrow regarding this issue, is it possible to get an answer by tomorrow morning?

12

I don’t have information about guaranteed response times from the Retell AI support team based on the available sources.

The documentation states that branded call applications typically take 1-2 weeks to process(1), and when users have experienced delays, they’ve been directed to contact support@retellai.com(2). However, there’s no information about expedited review timelines or same-day responses.

For your call tomorrow morning, I’d recommend:

  • Emailing support@retellai.com immediately with your phone number, submission date, and organization ID(3)
  • Checking your dashboard for any rejection status that might have been missed(4)

If you need additional assistance, you can also:

13

I’ve talked with the internal team and this issue appears to be from the actual provider, they haven’t approved it yet.