# Bug Report: Inbound Caller ID Being Malformatted **URL:** \ **Category:** Support Help\ **Tags:** telephony\ **Created:** [March 6, 2026, 8:49pm UTC](https://community.retellai.com/t/bug-report-inbound-caller-id-being-malformatted/989 "2026-03-06T20:49:39Z")\ **Posts on this page:** 8\ **Page:** 1
**Author:** ![steeve](https://yyz2.discourse-cdn.com/flex008/user_avatar/community.retellai.com/steeve/32/990_2.png) [@steeve](https://community.retellai.com/u/steeve)\ **Post date:** [March 6, 2026, 8:49pm UTC](https://community.retellai.com/t/bug-report-inbound-caller-id-being-malformatted/989/1 "2026-03-06T20:49:39Z")
Hi Retell Support, I’m reporting a caller ID formatting issue affecting all inbound calls to one of my agents. The issue has been confirmed not to be on the telephony provider’s side — they have verified the numbers are being sent correctly. * * * AFFECTED AGENT Agent ID: agent\_48db948fba67066952fbd3b170 (Mayorazgo: Auto - Inbound) Inbound Number: +542617640010 * * * ISSUE DESCRIPTION Inbound caller IDs are arriving malformatted in Retell’s call history and metadata. Argentine mobile numbers (country code +54, area code 261, Mendoza region) are being displayed and passed through with the wrong country code (+261, which is Madagascar) instead of the correct +54. Additionally, some numbers appear with an extra “20” inserted after the area code, adding 2 spurious digits to the number. Examples from today’s call history (2026-03-06): - Received as: +261206929110 → Should be: +54 261 6929110 - Received as: +261205954427 → Should be: +54 261 5954427 - Received as: +261205020568 → Should be: +54 261 5020568 - Received as: +261202094667 → Should be: +54 261 2094667 - Received as: +261206183113 → Should be: +54 261 6183113 Some calls in the same log DO arrive with a correct-looking local format (e.g., 2622372104, 1121679291, 3404512058) — suggesting the issue is inconsistent and may be specific to how Retell processes certain inbound caller ID strings. * * * IMPACT This affects: 1. Post-call workflows (n8n) that use the caller’s phone number for CRM logging, callbacks, and lead routing 2. Any deduplication or lookup logic based on caller ID 3. Client-facing records that show incorrect or unrecognizable numbers * * * CONFIRMED NOT A PROVIDER ISSUE The telephony provider has confirmed they are receiving and forwarding the caller IDs correctly on their end. The malformatting appears to be occurring within Retell’s inbound call handling or caller ID normalization layer. * * * REQUEST Please investigate why Retell is transforming these inbound Argentine (+54 261) numbers into +261 format, and whether there is a normalization or E.164 parsing bug affecting numbers from this region. Happy to provide full call IDs, transcripts, or any additional data needed. ---
**Author:** ![Evan](https://yyz2.discourse-cdn.com/flex008/user_avatar/community.retellai.com/evan/32/1037_2.png) [@Evan](https://community.retellai.com/u/Evan)\ **Post date:** [March 9, 2026, 6:56pm UTC](https://community.retellai.com/t/bug-report-inbound-caller-id-being-malformatted/989/2 "2026-03-09T18:56:48Z")
Hey, this seems like a bug in retells logic. If you can provide the call ids it would help a lot in our investigation. ---
**Author:** ![steeve](https://yyz2.discourse-cdn.com/flex008/user_avatar/community.retellai.com/steeve/32/990_2.png) [@steeve](https://community.retellai.com/u/steeve)\ **Post date:** [March 30, 2026, 5:51pm UTC](https://community.retellai.com/t/bug-report-inbound-caller-id-being-malformatted/989/3 "2026-03-30T17:51:24Z")
Hi, sorry for the delay on the response. Please see the caller IDs below - Received as: +261206929110 → Should be: +54 261 6929110 call\_03743d99e6d819d7b7d191802f0 - Received as: +261205954427 → Should be: +54 261 5954427 call\_7877764d66fac8a0f2dccac9c48 - Received as: +261205020568 → Should be: +54 261 5020568 call\_50f7f1a19b0f365e4dbce605efc - Received as: +261202094667 → Should be: +54 261 2094667 call\_890fcf033b60f3c65081656602f - Received as: +261206183113 → Should be: +54 261 6183113 call\_65b24b1f3296c26e1fd887e99a8 ---
**Author:** ![Shah-Fazal](https://yyz2.discourse-cdn.com/flex008/user_avatar/community.retellai.com/shah-fazal/32/2522_2.png) [@Shah-Fazal](https://community.retellai.com/u/Shah-Fazal)\ **Post date:** [March 30, 2026, 6:02pm UTC](https://community.retellai.com/t/bug-report-inbound-caller-id-being-malformatted/989/4 "2026-03-30T18:02:19Z")
Hi @steeve Thank you for providing the call IDs. I’ve escalated this to our team for further review. We’ll update you as soon as we have more information. Best regards ---
**Author:** ![Shah-Fazal](https://yyz2.discourse-cdn.com/flex008/user_avatar/community.retellai.com/shah-fazal/32/2522_2.png) [@Shah-Fazal](https://community.retellai.com/u/Shah-Fazal)\ **Post date:** [March 31, 2026, 1:18pm UTC](https://community.retellai.com/t/bug-report-inbound-caller-id-being-malformatted/989/5 "2026-03-31T13:18:55Z")
Hi @steeve This is known issue where the country code is missing the in the sip header, which leading to the wrong parsing of the number. Here is what is sent to retell: ‘sip.phoneNumber’: ‘2616929110’, Then the number is parsed as +261206929110. If your telephony provider can send the caller ID in full E.164 format (e.g., `+542616929110` instead of `2616929110`), the issue would be resolved immediately. There is no straight forward ways to guess a country code if it is missing. We will also do more experiments and see how to solve it elegantly. Thank You ---
**Author:** ![shawn](https://yyz2.discourse-cdn.com/flex008/user_avatar/community.retellai.com/shawn/32/1430_2.png) [@shawn](https://community.retellai.com/u/shawn)\ **Post date:** [April 6, 2026, 2:30pm UTC](https://community.retellai.com/t/bug-report-inbound-caller-id-being-malformatted/989/6 "2026-04-06T14:30:42Z")
Hey Shaw - I’m getting a similar issue where the phone number has +1 in the area code, but it is coming in as +95. Any thoughts? Twilio is the provider. ![Countrycode-isoff](https://canada1.discourse-cdn.com/flex008/uploads/retell1/original/2X/6/6a14c81674d78f13aba737485a9e2682366eb3e3.png) ---
**Author:** ![Shah-Fazal](https://yyz2.discourse-cdn.com/flex008/user_avatar/community.retellai.com/shah-fazal/32/2522_2.png) [@Shah-Fazal](https://community.retellai.com/u/Shah-Fazal)\ **Post date:** [April 6, 2026, 2:41pm UTC](https://community.retellai.com/t/bug-report-inbound-caller-id-being-malformatted/989/7 "2026-04-06T14:41:45Z")
Hi @shawn The phone number formatting issue (showing +95 instead of +1) is likely related to how your telephony provider is passing the caller ID in the SIP headers. This is not controlled by Retell and depends on your telephony provider’s configuration. Thank You ---
**Author:** ![shawn](https://yyz2.discourse-cdn.com/flex008/user_avatar/community.retellai.com/shawn/32/1430_2.png) [@shawn](https://community.retellai.com/u/shawn)\ **Post date:** [April 16, 2026, 1:15am UTC](https://community.retellai.com/t/bug-report-inbound-caller-id-being-malformatted/989/8 "2026-04-16T01:15:14Z")
If we are using Twilio, we can’t use Retell because it will always be malformed liked this? It is a +1 (954) number, so I want to confirm what our options are here. ![image](https://canada1.discourse-cdn.com/flex008/uploads/retell1/original/2X/2/26e477e6caef4a46e28952630e74301789581734.png) This is from Twilio - what additional info do I need? Thanks!