I'm having an issue purchasing a phone number. My card information is on file and my identity been verfied

Support Help
1

I’m having an issue purchasing a phone number. My card information is on file and my identity been verfied.

2

Hey @sharonbenterprises

  1. Payment method — is the card added under Billing in the same workspace you’re purchasing the number in? Payment methods (via Stripe) are scoped per workspace, so a card added in one workspace won’t apply to another even under the same login. See Add payment methods.

  2. KYC vs. purchase gating — “identity verified” usually refers to KYC, which is required for outbound calling, not necessarily for the purchase itself. If the block is happening at checkout, it’s more likely billing-related.

  3. Area code/type availability — Retell-managed numbers are US/Canada only; toll-free or certain area codes can also fail if unavailable.

Could you share the exact error message you’re seeing when the purchase fails? That will help pinpoint which of these applies.

Best Regards.