Branded call has been stuck in review for over a month. SMS and Verified number have been stuck in review for more than two weeks. Can I get an update on this please?
My org ID is org_R9jWuUx6KK1l0QGE
The typical processing time for branded call applications is 1-2 weeks(1). Your applications have exceeded this timeframe.
For applications stuck in review or pending status, you should contact Retell AI support directly via email at support@retellai.com(2). When reaching out, include your org ID (org_R9jWuUx6KK1l0QGE) so the team can look into your specific account(3).
If your applications have been rejected, you would see a “Rejected” status in your phone detail page with a detailed reason for rejection(4). You can check this by going to your phone number’s detail page(4).
Hello @VexMind
Branded calls and SMS are done by the provider, which is why it may take a bit longer. I’ve let the team know, and I will update you with the status soon.
It’s been another 2 1/2 weeks and still in review, also have not received any updates from the team…
Been trying to have my phone numbers verified and brand call approved for nearly 8 weeks, you system still says “In Review” and the time stated is 1-2 weeks for approval, yet it has taken almost 3 times that amount of time. Something has to be wrong, please update.
Org ID: org_ibE56jd8i772koGL
Hi there,
Thank you for reaching out about your Branded Call, Verified Phone, and SMS being stuck in review.
To help us investigate this further, could you please provide the phone number associated with these requests? Once we have that information, we can look into the status and next steps for you.
Best regards,
Retell Support Team
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+1(310)868-2218
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+1(562)667-5254
Hi there,
Your phone number verification and branded call applications have been approved. We apologize for the delay caused by the high volume of requests.
Best regards,
Yan
Retell Support Team
I see that the numbers have been approved, but the changes that I had requested were not implemented. This has resulted in an incorrect Branded call and caller ID for both numbers. This is worse than not having the approval at all!
CORRECT INFO FOR BOTH NUMBERS SHOULD BE:
The correct Verified phone number should display: 24/7 Mobile Notary
The correct Branded call info:
Business Profile: 24/7 Mobile Notary
Business Name on T-Mobile and AT&T (32 characters max): 24/7 Mobile Notary
Business Name on Verizon (15 characters max): Mobile Notary
Please update these fields to the correct values above ASAP, as these are live and broadcasting incorrect info.
Hello @nak_n8n_nak
You have to update these through the dashboard.
@Omar_Ashraf Can you give me more specific direction on where in the dashboard I can do this?
I’ve tried under Phone Numbers > selecting # > Verified Phone Number > But those fields are locked and can not be edited. Same thing for Branded Call
To apply for Branded Call, you need to first create a Business Profile before you can submit your application(1)(2).
Here are the specific steps:
Step 1: Create a Business Profile
Navigate to the Branded Call section and you’ll be prompted to fill in your Business Profile information(1). If this is your first time, click on the dropdown menu and select “Add Business Profile”(2).
Step 2: Apply for Branded Call
After selecting or adding a phone number, you’ll see Advanced Add-Ons for that number(1). Under Advanced Add-Ons, locate the Branded Call option and click “Set Up”(1)(3).
Step 3: Submit Your Business Information
Complete the fields with your business name for T-Mobile and AT&T (up to 32 characters) and for Verizon (up to 15 characters)(1). Once you’ve filled in the business information, click “Next” to complete the setup(2).
The application typically takes 1-2 weeks for approval(1)(3).
If the fields appear locked after you’ve already submitted an application, this is likely because your application is currently under review(4). You won’t be able to edit the fields while the review is in progress.
Hello @nak_n8n_nak
Unfortunately, we can’t edit it; you have to reapply, as this has to go through the provider’s approval.
I don’t have information about editing SMS approvals based on the available sources. However, based on a community discussion, the SMS approval process is a manual review on the telephony provider side that can take 2-3 weeks or longer(1). If your application has been pending for over a month, Retell support can help escalate the issue(1).
For assistance with your specific case, you can:
- Ask questions on Discord
- Visit the Documentation
Hi there,
We did not receive a request to update the information, and to clarify, modifications are not supported once an application is submitted. Applications are finalized as is. In your case, please delete the current application and submit a new one, which will need to go through the full review process again.
Best regards,
Yan
Retell Support Team