Charge on account

Support Help
1

Have a charge on April 29th when I didn’t use my account that day. Also, my call history shows last calls were April 22nd. And when I logged back in today there was a new opening line in one of my agents from some company called Nove Tech. I need someone to get back to me.

And also, one of my agents I can’t call out from right now also.

Thank you.

2

Hey @lucky037leo can you share your ORG ID and the Agent ID from which you cant call.

3

Here is the agent id agent_9e48ee3c7eb01b49c3d5e6e923 i dont know where to find the org id . if you tell me how I will send next . thank you.

4

Hey @lucky037leo

Your Workspace ID / Org ID can be found in your workspace settings page on the Retell AI dashboard. Go to the system settings page, click into your workspace settings, and you’ll see the workspace ID displayed there.

5

Here it is org_33wKCMnZdCEoXmWl

6

@lucky037leo OK I’ll send this to the team to look.

7

Ok and please let me know about the charge. That has me concerned. Thank you.

8

Hey @lucky037leo

Just checked with the team and there was no charge on the 29th, Your agent got banned and Team have unbanned it.

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9

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Here is the charge for that day and why did it get banned if i didnt use it ? And why was someone else info in my opening line for that agent?

10

Hey @lucky037leo

  1. Charge on April 29
    That $62 line is Stripe’s “Upcoming Invoice” for your current billing cycle (Apr 22–May 22). It’s a running total of usage, not a one-day charge. It will only be finalized and billed at the end of the cycle, and the you did use the agent that day you can check the call history

  2. Why was the agent banned
    The ban was triggered by the prompt content (Google-related wording), not activity on a specific day. The agent has now been unbanned.

  3. NovaTech opening line
    That text came from our default template you originally cloned; it’s placeholder copy, not another company using your account. You can safely edit or replace it in the agent’s “Begin Message” and republish.

Thank You