Dashboard Completely Empty But Agent Still Running (Critical Workspace Issue)

Support Help
1

Hello Retell Team,

I’m experiencing a critical account/workspace issue.

Today my entire Retell dashboard appears completely empty:

• No agents
• No phone numbers
• No knowledge base
• No call logs

However — my AI agent is STILL actively answering calls and executing post-call workflows successfully.

This suggests the resources still exist but my dashboard is no longer connected to the correct workspace or organization.

Here is a working identifier from production:

:backhand_index_pointing_right: agent_id: agent_e1867490d5535e960e6c95d02e

If helpful I can also provide:

• Twilio Call SID
• Phone number attached
• Webhook URL
• n8n workflow reference

Nothing was deleted by me.

This feels like either:

• Workspace detachment
• Login mismatch
• Organization visibility bug
• UI sync issue

Can someone from the Retell team please locate the workspace tied to this agent_id and restore my access?

This is currently blocking my ability to manage a live production agent.

Thank you for your time— I appreciate the help.

2

Your issue sounds similar to a known problem where agents exist and function in production but don’t appear in the dashboard or API responses(1).

Based on the available documentation, I can confirm that you can verify your agent exists by using the API to retrieve it directly with your agent_id(2).

Try this API call to confirm the agent still exists:

import Retell from 'retell-sdk';
const client = new Retell({
 apiKey: 'YOUR_RETELL_API_KEY',
});
const agentResponse = await client.agent.retrieve('agent_e1867490d5535e960e6c95d02e');
console.log(agentResponse.agent_id);

(2)

If this returns a 404 error despite your agent actively handling calls, this confirms a workspace visibility or account sync issue(1).

For immediate support with account-level and workspace issues like this, you should:

• Visit Contact Sales(3)
• Ask questions on Discord(3)
• Visit https://github.com/RetellAI/(3)

The Retell team will need to investigate your account directly to restore dashboard access to the workspace containing your active agent(1).

3

Hello @klientohq

Can you try a different browser and share a screenshot or a quick video?

4

Hey thank you so much for your attention but its all good now. Figured it out. Have a great day.

5

That is great to hear