I have 0 remaining credits and I cant top up until 2 Feb when it auto renew? How can i manually top up?

Support Help
1

How can i top up my credits and now is zero. All my calls stops. Please help. I check, the next cycle of payment stripe only charge on 2 Feb, but now all my calls has been stop.

2

Based on the available documentation, Retell AI uses Stripe for payment processing(1)(2), but I don’t have specific information about manually topping up credits or handling situations where calls stop due to zero balance before the next billing cycle.

From the documentation, I can see that you can manage your payment methods through the Billing tab in your dashboard by clicking “Change payment methods”(1)(2). However, the sources don’t explicitly cover immediate top-up procedures or emergency credit additions.

Based on similar issues in the community, when calls fail with payment-related errors, users have been directed to contact the Retell team directly(3). In one case where a user couldn’t pay an invoice, the support team sent a new invoice to resolve the issue(3).

I recommend:

  1. Check your Billing tab to verify your payment method is properly configured(1)(2)
  2. Contact Retell support directly at support@retellai.com for urgent assistance with your zero balance situation(3)

The support team can review your account and may be able to issue a new invoice or provide alternative payment arrangements to restore your service immediately(3).

3

I have sent an email to support@retellai.com, but the AI ask me to post here in community…

Hopefully someone human can reply me to resolve my issue.

4

Hello @fchin,

Currently, our service operates on a pay-as-you-go basis—you’re only charged after you use it, not in advance.

Additionally, feel free to share your org ID, and I’ll review your account to ensure everything is in order and address any potential issues.

Let me know how else I can assist!

6

Hi Omar,

My workspace id is org_MDpFJeZ1PySaJg3u

I am not sure where to get the org id. My email account is pyofchin@gmail.com

I have updated my credit card, and right now all my calls are stopped becos i have no more fund inside.

Please help, thanks
Francis

7

Based on the available information, you’ve already found your workspace ID correctly: org_MDpFJeZ1PySaJg3u(1).

To locate your workspace ID (org ID) in the future, you can find it in your workspace settings:

  1. Access your workspace settings in the system settings page(1)
  2. The workspace ID will be displayed there(1)

Regarding your immediate issue with stopped calls due to zero balance, the documentation shows that Retell AI uses automatic payment processing(2). According to the terms, if automatic payment fails, you’ll be issued an invoice with a 14-day due date, followed by a 7-day grace period(2). Retell AI reserves the right to suspend or stop services automatically if payment is not received within this grace period(2).

Since you’ve already updated your credit card and your calls have stopped, I recommend contacting Retell AI support directly for urgent assistance. Based on similar community cases, the support team can review your account and help restore service(3).

Contact Retell AI support at:

Provide them with:

  • Your workspace ID: org_MDpFJeZ1PySaJg3u
  • Your email: pyofchin@gmail.com
  • Confirmation that you’ve updated your payment method

The support team should be able to process your payment and restore your service quickly(3).

8

I checked your account, and I see you are using a prepaid card.

Please use a different card.

10

Hi Omar,
I already told you I have already updated with a valid Credit card not a prepaid card.

But the dashboard did not reflect the changes I made in the stripe account. Thats the issue I am talking about.

Can you pls check again?
Thks

12

Hello @fchin,

The solution is to delete all the prepaid cards, then add the new credit card. Not just make it default, but all prepaid cards have to be deleted.

13

Yes thank you. Pls delete all the images
Thks

14

Can you send my invoice and plus you have got my account details , how shall i pay for invoice?

15

I cannot send invoices or access your account details. I’m an AI assistant that provides information about Retell AI’s documentation.

To manage your invoices and payments:

  1. Download Invoices: Log into your Retell AI dashboard, go to the Billing tab, and click the “Invoice” button next to the respective billing period to download your invoices(1).

  2. Update Payment Methods: In the Billing tab, click “Change payment methods” to update your payment information through Stripe, which Retell AI uses for secure payment processing(1).

  3. If Payment Fails:

    • Contact your bank to ensure transactions from Retell aren’t being blocked(2)
    • Request your bank to allowlist transactions from Retell(2)
    • Return to the Retell Dashboard and retry the payment(2)
    • If issues persist, consider adding a different payment method(2)

  4. For Direct Support: Contact support@retellai.com with your account details if you continue experiencing payment issues(2).

16

Hello @Tariq_Khan, can you create a new ticket and share more about your problem?