# I am trying out Retell but am blocked because there's no way to top up my credits or pay Retell **URL:** \ **Category:** Support Help\ **Tags:** account-and-billing\ **Created:** [September 2, 2026, 5:27pm UTC](https://community.retellai.com/t/i-am-trying-out-retell-but-am-blocked-because-theres-no-way-to-top-up-my-credits-or-pay-retell/3587 "2026-09-02T17:27:10Z")\ **Posts on this page:** 16\ **Page:** 1
**Author:** ![jelliott1318](https://yyz2.discourse-cdn.com/flex008/user_avatar/community.retellai.com/jelliott1318/32/2640_2.png) [@jelliott1318](https://community.retellai.com/u/jelliott1318)\ **Post date:** [September 2, 2026, 5:27pm UTC](https://community.retellai.com/t/i-am-trying-out-retell-but-am-blocked-because-theres-no-way-to-top-up-my-credits-or-pay-retell/3587/1 "2026-09-02T17:27:10Z")
It seems like the payment flow for new accounts must be broken. Here’s what I did: 1. Create new account and workspace 2. Purchase phone number 3. Create outbound calling agent 4. Attempt phone call 5. Call fails with “Credit balance exhausted, please top up to continue” (error message does not have instructions on how to top up) 6. 40 mins in, Claude and I cannot figure out how to successfully give Retell money. Tried multiple cards, Apple Pay, creating a new workspace, etc. Workspace ID: org\_3VY1569Bv6VFsxtS Possibly the same issue as [Error: Credit balance exhausted, please top up to continue](https://community.retellai.com/t/error-credit-balance-exhausted-please-top-up-to-continue/3254) which looks like it had to be resolved manually. Can you please enable credit purchase on this workspace, or move it to post-usage billing? I am moving on to evaluating Vapi now but would love a chance to test Retell successfully. ---
**Author:** ![mark1](https://yyz2.discourse-cdn.com/flex008/user_avatar/community.retellai.com/mark1/32/2524_2.png) [@mark1](https://community.retellai.com/u/mark1)\ **Post date:** [September 2, 2026, 6:08pm UTC](https://community.retellai.com/t/i-am-trying-out-retell-but-am-blocked-because-theres-no-way-to-top-up-my-credits-or-pay-retell/3587/2 "2026-09-02T18:08:07Z")
Hello @jelliott1318 Can you try adding the card manually and make sure to not use “Link”? Best Regards. ---
**Author:** ![jelliott1318](https://yyz2.discourse-cdn.com/flex008/user_avatar/community.retellai.com/jelliott1318/32/2640_2.png) [@jelliott1318](https://community.retellai.com/u/jelliott1318)\ **Post date:** [September 2, 2026, 6:30pm UTC](https://community.retellai.com/t/i-am-trying-out-retell-but-am-blocked-because-theres-no-way-to-top-up-my-credits-or-pay-retell/3587/3 "2026-09-02T18:30:43Z")
Hi Mark, thanks for the message. I have not used Link at all. I entered the card manually both times. It seems like there’s no other available control to turn off Link, but let me know if you recommend trying anything else. ---
**Author:** ![mark1](https://yyz2.discourse-cdn.com/flex008/user_avatar/community.retellai.com/mark1/32/2524_2.png) [@mark1](https://community.retellai.com/u/mark1)\ **Post date:** [September 2, 2026, 6:39pm UTC](https://community.retellai.com/t/i-am-trying-out-retell-but-am-blocked-because-theres-no-way-to-top-up-my-credits-or-pay-retell/3587/4 "2026-09-02T18:39:55Z")
Hey @jelliott1318 Could you please share your **Organization ID** along with a **screenshot of the error** you’re seeing? For security, please make sure to **hide or redact any sensitive information** in the screenshot. Also, could you let us know **when you last experienced/tried the issue**? Thank you! ---
**Author:** ![jelliott1318](https://yyz2.discourse-cdn.com/flex008/user_avatar/community.retellai.com/jelliott1318/32/2640_2.png) [@jelliott1318](https://community.retellai.com/u/jelliott1318)\ **Post date:** [September 2, 2026, 6:49pm UTC](https://community.retellai.com/t/i-am-trying-out-retell-but-am-blocked-because-theres-no-way-to-top-up-my-credits-or-pay-retell/3587/5 "2026-09-02T18:49:39Z")
Last experienced this issue today, just now. It is repeatably reproducible, every time I try to place a call. Where would I find the organization ID? It does not seem to be visible in settings if helpful, the workspace is owned by an account with the same email address as this username @gmail dot com. API: Retell POST /v2/create-phone-call → 402: {“status”:“error”,“message”:“Credit balance exhausted, please top up to continue.”} Web: ![Screenshot 2026-09-02 at 11.45.26](https://canada1.discourse-cdn.com/flex008/uploads/retell1/original/2X/5/5e5b4aff66df9b1df5a85b388c5b81b3880c3289.png) ---
**Author:** ![mark1](https://yyz2.discourse-cdn.com/flex008/user_avatar/community.retellai.com/mark1/32/2524_2.png) [@mark1](https://community.retellai.com/u/mark1)\ **Post date:** [September 2, 2026, 6:54pm UTC](https://community.retellai.com/t/i-am-trying-out-retell-but-am-blocked-because-theres-no-way-to-top-up-my-credits-or-pay-retell/3587/6 "2026-09-02T18:54:06Z")
Hey @jelliott1318 To find your Org ID (workspace ID): open Settings from the sidebar, then go to Workspace → General. It’s listed under Workspace ID. This value is sometimes requested by Retell for account debugging. See Find your workspace ID / org ID for details. Best Regards. ---
**Author:** ![jelliott1318](https://yyz2.discourse-cdn.com/flex008/user_avatar/community.retellai.com/jelliott1318/32/2640_2.png) [@jelliott1318](https://community.retellai.com/u/jelliott1318)\ **Post date:** [September 2, 2026, 7:04pm UTC](https://community.retellai.com/t/i-am-trying-out-retell-but-am-blocked-because-theres-no-way-to-top-up-my-credits-or-pay-retell/3587/7 "2026-09-02T19:04:57Z")
Here’s what I have available in settings–no org ID. Let me know if I can provide any additional info. ![Screenshot 2026-09-02 at 12.03.50](https://canada1.discourse-cdn.com/flex008/uploads/retell1/original/2X/2/2800bd7eac82cb2b1d9c4656f675a71cd6a09820.png) ---
**Author:** ![jelliott1318](https://yyz2.discourse-cdn.com/flex008/user_avatar/community.retellai.com/jelliott1318/32/2640_2.png) [@jelliott1318](https://community.retellai.com/u/jelliott1318)\ **Post date:** [September 2, 2026, 7:05pm UTC](https://community.retellai.com/t/i-am-trying-out-retell-but-am-blocked-because-theres-no-way-to-top-up-my-credits-or-pay-retell/3587/8 "2026-09-02T19:05:43Z")
Ah, I now see that maybe workspace ID and org ID are the same concept. My workspace ID is in the first message in this thread, or also in the screenshot. ---
**Author:** ![mark1](https://yyz2.discourse-cdn.com/flex008/user_avatar/community.retellai.com/mark1/32/2524_2.png) [@mark1](https://community.retellai.com/u/mark1)\ **Post date:** [September 2, 2026, 7:35pm UTC](https://community.retellai.com/t/i-am-trying-out-retell-but-am-blocked-because-theres-no-way-to-top-up-my-credits-or-pay-retell/3587/9 "2026-09-02T19:35:31Z")
Hey @jelliott1318 I have escalated your request to the relevant team. As soon as I receive any updates, I’ll let you know. Best Regards. ---
**Author:** ![jelliott1318](https://yyz2.discourse-cdn.com/flex008/user_avatar/community.retellai.com/jelliott1318/32/2640_2.png) [@jelliott1318](https://community.retellai.com/u/jelliott1318)\ **Post date:** [September 2, 2026, 7:46pm UTC](https://community.retellai.com/t/i-am-trying-out-retell-but-am-blocked-because-theres-no-way-to-top-up-my-credits-or-pay-retell/3587/10 "2026-09-02T19:46:56Z")
Copy that, thank you Mark! So it sounds like this is probably a bug in the payment processing flow? How long does the team typically take to address such issues? ---
**Author:** ![mark1](https://yyz2.discourse-cdn.com/flex008/user_avatar/community.retellai.com/mark1/32/2524_2.png) [@mark1](https://community.retellai.com/u/mark1)\ **Post date:** [September 2, 2026, 8:36pm UTC](https://community.retellai.com/t/i-am-trying-out-retell-but-am-blocked-because-theres-no-way-to-top-up-my-credits-or-pay-retell/3587/11 "2026-09-02T20:36:54Z")
Hey @jelliott1318 The Team will get back to us very soon. As soon as we receive an update from the Support Team, we’ll share it with you. Thank you! ---
**Author:** ![mark1](https://yyz2.discourse-cdn.com/flex008/user_avatar/community.retellai.com/mark1/32/2524_2.png) [@mark1](https://community.retellai.com/u/mark1)\ **Post date:** [September 3, 2026, 1:40pm UTC](https://community.retellai.com/t/i-am-trying-out-retell-but-am-blocked-because-theres-no-way-to-top-up-my-credits-or-pay-retell/3587/12 "2026-09-03T13:40:02Z")
Hey @jelliott1318 You created new account or just workspace?We do not see any credits on the workspace Best Regards. ---
**Author:** ![jelliott1318](https://yyz2.discourse-cdn.com/flex008/user_avatar/community.retellai.com/jelliott1318/32/2640_2.png) [@jelliott1318](https://community.retellai.com/u/jelliott1318)\ **Post date:** [September 3, 2026, 2:21pm UTC](https://community.retellai.com/t/i-am-trying-out-retell-but-am-blocked-because-theres-no-way-to-top-up-my-credits-or-pay-retell/3587/13 "2026-09-03T14:21:39Z")
Hi Mark–I signed up as a new user with either email or Github, then I created a workspace and bought a phone number. Since then, I have been unable to purchase credits or place a call. To ensure it wasn’t an issue with the workspace, I created a second workspace and added my card to it. I am also unable to charge the card to add credits to that workspace. Does the team think this issue is specific to my account rather than a widespread issue? I am happy to create a new account if helpful. ---
**Author:** ![mark1](https://yyz2.discourse-cdn.com/flex008/user_avatar/community.retellai.com/mark1/32/2524_2.png) [@mark1](https://community.retellai.com/u/mark1)\ **Post date:** [September 3, 2026, 6:51pm UTC](https://community.retellai.com/t/i-am-trying-out-retell-but-am-blocked-because-theres-no-way-to-top-up-my-credits-or-pay-retell/3587/14 "2026-09-03T18:51:32Z")
Hey @jelliott1318 Team added $10 credits to workspace mentioned. We do not see any error in our logs, You need to buy credits from Billing Page. ![image](https://canada1.discourse-cdn.com/flex008/uploads/retell1/original/2X/f/f4540742a64b51bf3ac6affb3afa07cbfcf8d22c.png) Best Regards. ---
**Author:** ![jelliott1318](https://yyz2.discourse-cdn.com/flex008/user_avatar/community.retellai.com/jelliott1318/32/2640_2.png) [@jelliott1318](https://community.retellai.com/u/jelliott1318)\ **Post date:** [September 3, 2026, 11:22pm UTC](https://community.retellai.com/t/i-am-trying-out-retell-but-am-blocked-because-theres-no-way-to-top-up-my-credits-or-pay-retell/3587/15 "2026-09-03T23:22:24Z")
Hi Mark, thank you for the help! I am seeing the credits now. In hindsight, it seems like the issue is that the UI elements required to initiate the top-up card flow (which I have circled in red) we’re not being displayed on my account before the credits were added. You can see this by comparing the first screenshot from yesterday, before you added the credits, and the second screenshot from today, after you added them. Seems like I am out of the woods now–I hope the team is able to get this issue fixed so that new users like me aren’t blocked from giving you money in the future! ![After](https://canada1.discourse-cdn.com/flex008/uploads/retell1/original/2X/f/f677a0600ce07fdefad15194017321a0e35af495.png) ![Before](https://canada1.discourse-cdn.com/flex008/uploads/retell1/original/2X/c/ceaf40cb99e69bff3ce6dd88e3175d4e40c2c9f1.png) ---
**Author:** ![mark1](https://yyz2.discourse-cdn.com/flex008/user_avatar/community.retellai.com/mark1/32/2524_2.png) [@mark1](https://community.retellai.com/u/mark1)\ **Post date:** [September 4, 2026, 1:24pm UTC](https://community.retellai.com/t/i-am-trying-out-retell-but-am-blocked-because-theres-no-way-to-top-up-my-credits-or-pay-retell/3587/16 "2026-09-04T13:24:13Z")
Hello @jelliott1318 I’ve reported your request to the relevant team. As soon as I receive an update from them, I’ll let you know promptly. Thank you for your patience.