"Country is not in the allowed outbound country list for this phone number."

Support Help
1

Hi Retell Support Team,

I’m writing because I have a critical issue that’s completely blocking my ability to use Retell for my business.

My Account:

  • Workspace: dolendesign

  • Email: dolendesign@gmail.com

  • Phone Number: +1 825-451-6677 (Canadian number, Twilio provider)

The Problem:
When I try to launch a batch call to Canadian numbers, I get this error:

“Country is not in the allowed outbound country list for this phone number.”

What I’ve Checked:

  • “CA Canada” is enabled in both “Allowed Inbound Countries” AND “Allowed Outbound Countries” for my number

  • I bought a SECOND Canadian number and get the exact same error

  • I tried to log into Twilio directly and got “Inactive user — You are unable to log in as this user is inactive”

What This Means:
My Twilio account appears to be deactivated or suspended, which is why no outbound calls work — even though Retell shows Canada as allowed.

What I Need:

  1. Please reactivate my Twilio account, OR

  2. Switch my workspace to use Telnyx instead of Twilio, OR

  3. Help me understand why my Twilio account is inactive and what I need to do to fix it

Business Impact:
I have 352 leads ready to call and I’m losing time and money every day this isn’t working. I need this resolved as soon as possible.

Please let me know what you need from me to get this fixed.

Thank you,
Reigan Dolen
Dolen Design
dolendesign@gmail.com
+1 825-451-6677

2

Hey @dolendesign Can you share your ORG ID ?