I bought Retell a US number and connected it to the account - but when I call it says "The number is not connected" What should I do?

Support Help
1

I bought a US number and connected it to the account - but when I call it says “The number is not connected” What should I do?

2

When you purchase a US number from Retell and encounter connection issues, the most common cause is missing or incorrect agent assignment.(1)

After purchasing the number, you need to assign an inbound agent to it so it can accept calls.(1) If you leave the inbound_agent_id unset, the number won’t be able to receive calls.(1)

Steps to resolve:

  1. Verify you’ve assigned an inbound agent to your purchased number through the dashboard or API(1)
  2. Try calling from a different phone to rule out device-specific issues(2)
  3. Test with a different agent if available(2)

When purchasing a number programmatically, ensure you include the inbound_agent_id parameter:

const phoneNumberResponse = await retell.phoneNumber.create({
 inbound_agent_id: "oBeDLoLOeuAbiuaMFXRtDOLriTJ5tSxD",
 outbound_agent_id: "oBeDLoLOeuAbiuaMFXRtDOLriTJ5tSxD",
});

(1)

After the number is purchased and properly configured with an agent, it should be ready to accept inbound calls immediately.(1)

3

Everything is set up correctly, but the number is still not connected. What should I do?

4

Hello @Evyatar

Can you share the org id

And did you buy this phone number from us? Can you share a screenshot of the error?

6

@Omar_Ashraf
I bought the number from you. The error is when I call and it says “The number is not connected”, so there is no screenshot with the error to send. Can you check this or guide me what to do?
The number is: +13412101050
Workspace ID: org_BqmIsYLoOuaDidN4