"Hi, I'm a new user. I've completed KYC verification, added a valid payment method, and have $10 credit balance. However, when I try to buy a phone number (tried both Standard and Toll-free, Twilio and Telnyx, USA and Canada), the "Purchase" button remain

Support Help
1

“Hi, I’m a new user. I’ve completed KYC verification, added a valid payment method, and have $10 credit balance. However, when I try to buy a phone number (tried both Standard and Toll-free, Twilio and Telnyx, USA and Canada), the “Purchase” button remains disabled with the message “Payment required to buy phone number” even though my card is saved. Please help.”

2

Hey @istrazzeri87 To fix it:

  • In the Retell dashboard, open the Billing page and click Change payment methods — this opens the Stripe customer portal.
  • Remove the existing Link payment method.
  • Add your debit card by typing the card number into the form manually (decline any “Pay with Link” / autofill prompt so it saves as a card, not a Link entry).
  • Set the new card as the default, then reload the phone-number purchase page.

Let us know once that’s done and we’ll confirm the inventory call comes back clean.

3

I completed those steps.

I removed the Link payment method, manually added the card again, and set the manually added card as the default payment method. My billing page shows the card as default and my dashboard shows a credits balance.

After refreshing and trying again, the Phone Numbers page still shows “Payment is required for purchasing phone number.”

Can you please confirm the inventory call / billing sync for my workspace?

4

Hey @imsaisj can you share a screen shot and org id ?

5

Hello @imsaisj Are you using a credit card? At this time, only credit cards are supported as payment methods.