We have not been able to make a call/SMS or receive a call/SMS for since July 14th. We put in a support ticket - #48502 - and have not heard anything back since the initial “we are looking into this”. We’ve messaged in the support ticket several times with no response.
Also, we went to add more numbers and in the portal for Twilio, we are seeing the message, “Failed to fetch number.”; however, when I tab over to Telnyx, numbers do populate.
Please help.
Hello @matthew.wolfe
Could you please share the email address you used to create the support ticket, if you’ve already submitted one? Also, please send a screenshot of the error you’re seeing and share your Org ID. This will help us investigate the issue further.
Best Regards
matthew.wolfe@frangrowth.co - and as mentioned, the ticket is #48502.
Workspace ID
org_ScxTek5Jp7JyGFVA
Hello @matthew.wolfe
I have escalated your issue to the relevant team. As soon as I receive any updates, I’ll let you know. Thank you for your patience!
Best Regards
Hello @matthew.wolfe
Sorry about the support experience earlier. It looks like your ticket was misrouted. The issue is that your workspace’s Twilio account has been suspended. There is an email that requires you to answer a lot of questions about your recent calling activity. Could you please create a new support ticket by emailing support@retellai.com and ask for it to be routed to Evan? He will make sure the questions are forwarded to you by email so you can respond there instead of through the forum.
Best Regards
