Cannot make outbound calls to UK – “destination number is not allowed”

Support Help
1

Hi,

I cannot make outbound calls from my number +12164800934 (Provider: Twilio) to UK numbers (e.g. +447474239391).

Error I get:

“The destination number is not allowed to be called. +447474239391”

What I already checked:

• Allowed Outbound Countries = All countries allowed

• United Kingdom is enabled in Twilio Geographic Permissions

• The number is verified / under review for Caller ID

We are a US-based company (GoTranscript Inc., Delaware).

Please enable UK outbound calling for this number.

Thank you!

2

Hey @vitalijusb

Could you please provide the Call IDs for the outbound call attempts? This will help us look into the issue and investigate the call attempts further.

Best Regards.

3

Hello,

I am trying to make test outbound calls to the following numbers:

• UK: +447474239391

• Lithuania: +37067311459

Could you please also advise if it is possible to set the Caller ID to display our company name “GoTranscript Inc”?

Thank you.

Regards,

Vitalijus

4

Hey @vitalijusb

1.Outbound calls to UK & Lithuania

UK (+44): Supported via Retell-managed numbers (Twilio) at $0.10/min. You can call it directly using the standard outbound calling flow. Lithuania (+370): Lithuania is not listed in Retell’s supported international destinations. You would need to use an imported/custom telephony number, where international calling depends on your own provider’s settings. Also ensure Lithuania is added under Allowed Outbound Countries in your phone number settings.

2.Displaying “GoTranscript Inc” as Caller ID

Retell’s Branded Call feature can display your business name, but it is only available for U.S. numbers at this time. It is not supported for UK or Lithuanian numbers.

Best Regards.

5

Thanks for explain.

Can you allow to call outbound to UK, LT and also worldwide international?

Thanks,

Regards,

Vitalijus

6

Hello @vitalijusb

Since your number is an imported Twilio number,

“Imported numbers: International calling depends on your telephony provider’s settings.”

The error “The destination number is not allowed to be called” is coming from Twilio’s side. You’ll need to resolve this directly with Twilio — specifically:

Ensure UK Geographic Permissions are fully approved (not just enabled/under review) in your Twilio console.

Contact Twilio Support if the permission is enabled but still blocked.

Best Regards.