Branded calls not working

Support Help
1

Hello, I have completed the branded call process for over 4 weeks now. But my customers are still not seeing my calls Branded as they are supposed to

4

Hey @content

Could you please share your organization ID? this information will help us investigate it more effectively.

5

How do I get my organisation ID?

6

Hey @content you can see this (Workspace - Retell AI) Guide.

Thank You

7

org_IlaYE1JGzKMbufSB

That’s our org ID

8

Hey @content

I’ll check with our team on this and get back to you with an update.

9

Hey @content

Team have tested calls on their number and it is showing properly and they have checked that branded call provisioning is fully active on our side for all 8 of this org’s outbound numbers. In the US, branded display is supported by T-Mobile, AT&T, and Verizon. Likely the issue is due to these customers’ carrier: calls to MVNOs, regional carriers, or VoIP numbers (Google Voice, etc.) often won’t show the brand even though approval is in place.

Thank You