# Branded calls not working **URL:** \ **Category:** Support Help\ **Tags:** bug\ **Created:** [May 6, 2026, 8:53pm UTC](https://community.retellai.com/t/branded-calls-not-working/2603 "2026-05-06T20:53:25Z")\ **Posts on this page:** 9\ **Page:** 1
**Author:** ![content](https://yyz2.discourse-cdn.com/flex008/user_avatar/community.retellai.com/content/32/534_2.png) [@content](https://community.retellai.com/u/content)\ **Post date:** [May 6, 2026, 8:53pm UTC](https://community.retellai.com/t/branded-calls-not-working/2603/1 "2026-05-06T20:53:25Z")
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 ---
**Author:** ![discourse\_ai\_spam](https://avatars.discourse-cdn.com/v4/letter/d/c68b51/32.png) [@discourse\_ai\_spam](https://community.retellai.com/u/discourse_ai_spam)\ **Post date:** [May 6, 2026, 8:53pm UTC](https://community.retellai.com/t/branded-calls-not-working/2603/2 "2026-05-06T20:53:27Z")
---
**Author:** ![system](https://canada1.discourse-cdn.com/flex008/uploads/retell1/original/2X/a/a06e2942efdc48016940732a05d1274957507ee3.png) [@system](https://community.retellai.com/u/system)\ **Post date:** [May 6, 2026, 9:05pm UTC](https://community.retellai.com/t/branded-calls-not-working/2603/3 "2026-05-06T21:05:09Z")
---
**Author:** ![mark1](https://yyz2.discourse-cdn.com/flex008/user_avatar/community.retellai.com/mark1/32/2524_2.png) [@mark1](https://community.retellai.com/u/mark1)\ **Post date:** [May 6, 2026, 9:08pm UTC](https://community.retellai.com/t/branded-calls-not-working/2603/4 "2026-05-06T21:08:08Z")
Hey @content Could you please share your organization ID? this information will help us investigate it more effectively. ---
**Author:** ![content](https://yyz2.discourse-cdn.com/flex008/user_avatar/community.retellai.com/content/32/534_2.png) [@content](https://community.retellai.com/u/content)\ **Post date:** [May 7, 2026, 4:31pm UTC](https://community.retellai.com/t/branded-calls-not-working/2603/5 "2026-05-07T16:31:25Z")
How do I get my organisation ID? ---
**Author:** ![mark1](https://yyz2.discourse-cdn.com/flex008/user_avatar/community.retellai.com/mark1/32/2524_2.png) [@mark1](https://community.retellai.com/u/mark1)\ **Post date:** [May 8, 2026, 1:15pm UTC](https://community.retellai.com/t/branded-calls-not-working/2603/6 "2026-05-08T13:15:01Z")
Hey @content you can see this ([Workspace - Retell AI](https://docs.retellai.com/accounts/workspace)) Guide. Thank You ---
**Author:** ![content](https://yyz2.discourse-cdn.com/flex008/user_avatar/community.retellai.com/content/32/534_2.png) [@content](https://community.retellai.com/u/content)\ **Post date:** [May 8, 2026, 2:48pm UTC](https://community.retellai.com/t/branded-calls-not-working/2603/7 "2026-05-08T14:48:48Z")
org\_IlaYE1JGzKMbufSB That’s our org ID ---
**Author:** ![mark1](https://yyz2.discourse-cdn.com/flex008/user_avatar/community.retellai.com/mark1/32/2524_2.png) [@mark1](https://community.retellai.com/u/mark1)\ **Post date:** [May 8, 2026, 4:36pm UTC](https://community.retellai.com/t/branded-calls-not-working/2603/8 "2026-05-08T16:36:01Z")
Hey @content I’ll check with our team on this and get back to you with an update. ---
**Author:** ![mark1](https://yyz2.discourse-cdn.com/flex008/user_avatar/community.retellai.com/mark1/32/2524_2.png) [@mark1](https://community.retellai.com/u/mark1)\ **Post date:** [May 8, 2026, 7:08pm UTC](https://community.retellai.com/t/branded-calls-not-working/2603/9 "2026-05-08T19:08:22Z")
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