We got blocked for testing out a simple agent that navigates an IVR for a phone number and then confirms that it reached the correct department. We have been testing this with a virtual phone number that has a dialpad, and have called it repeatedly, because of this, randomly we have been blocked, saying we violated ToS. Could someone help us fix this ASAP please.
Our outbound was to uk numbers because we have uk numbers, but that shouldn’t be suspicious. Our clients are US based so we will be using US numbers then.
Hey @preesha Please email the details directly to support@retellai.com along with the required documents. Our team will review your request and guide you further.
Your account currently has no active block or suspension. The hold that stopped the outbound calls was an automated content-audit hold scoped to those two test agents, and both agents have since been deleted, so there is nothing left to restore or lift on our side. Your workspace, billing, and other agents are active and were not affected.
To address one point from your message directly: the hold came from the audit review of the agent itself, not from the destination country. Your outbound calls to UK numbers were not the cause, so you do not need to switch to US numbers to resolve this. You are free to use US numbers for your US-based clients whenever it suits you.
