Branded calls in review for more than 3 weeks

Support Help
1

Hey, we’ve been trying to get branded calls for a outbound agent but even after the 2 expected weeks our process is stuck on in review status, we need to move with that in order to deliver a project to a customer

2

Hey @gio Could you please share your organisation ID?

The delay may be due to the provider’s review process, which is unfortunately outside of our control. I can still check with the team on this.

Thank You

3

Sure, thanks!
organization id: org_OtMGGt742qzZbKCH

4

Hey @gio I’ve escalated this issue to our team for further investigation.

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

Best regards

5

Hello @gio thanks for the nudge on +14199288xxx (Toledo Clinic). Here’s where things stand:

  • The branded-calling application (bc-b203454d00aa22e6) was submitted 2026-05-08 and is still in_review ~20 days later, which is past the typical TransUnion/TruContact review window we usually see.

  • The paired Verified Phone Number is fully approved across all carriers, so the outstanding leg is specifically the branded display name review at the upstream registry, not the underlying phone verification.

  • On whether outbound calls can proceed in the meantime: I don’t want to give you a confident yes/no on that without confirming the gating behavior on our side first — let me check whether in_review on the branded-call record blocks dialing from this number or only suppresses the branded display, and I’ll come back with a definite answer.

  • Next step on our end: this can be raised internally so the team can request a status push from the registry and surface which carrier(s) are still outstanding. I’ll update this thread once that’s underway and once we hear back.

Thank You