Enable outbound calling for my account - 403 permission denied

Support Help
1

Hi Retell team, I’m on Pay As You Go with a custom Twilio Elastic SIP Trunk configured. Termination URI is set, Origination URI points to sip.retellai.com, IP ACL and credential list added. Outbound calls are failing with 403 telephony_provider_permission_denied. Please enable outbound calling for my account

2

Hi @kristi For telephony_provider_permission_denied (SIP 403), this means Twilio’s trunk rejected Retell’s authentication. Check these common causes :

  1. Credential mismatch — The username entered in Retell must be the actual username (not the friendly name) from your Twilio credential list. Double-check this carefully.
  2. Termination URI — Ensure there are no spaces in it, and use a localized URI close to your region.
  3. IP ACL — If using IP-based auth instead of credentials, verify Retell’s IPs are correctly whitelisted.

If you’ve already checked these, could you please share the call IDs where you experienced the issue? This will help our team review and investigate it further.

Thank you!