I already paid for the number that I purchase but somehow it is still telling me to pay more..
I don’t have specific information in the available sources about duplicate payment issues for phone numbers you’ve already purchased through Retell AI.
Based on the pricing information, verified phone numbers cost $10.00 per phone number per month as a one-time fee(1)(2)(3). You should add a payment method in the “Billing” tab of your account before buying a number(4).
If you’re experiencing a billing issue where you’re being charged multiple times for the same number, I recommend reaching out to Retell AI support directly:
- Visit Contact Sales(1)(2)(3)
- Ask questions on Discord(1)(2)(3)
- Visit https://github.com/RetellAI/(1)(2)(3)
- Email support at support@retellai.com(5)
They can review your account and billing history to resolve any duplicate payment issues.
I already did. I am waiting for their email reply
Hello @Jonathan
Can you share the error you are getting? And your org id?
To help troubleshoot your issue with Retell AI, I’ll need some specific information from you:
What error message are you seeing? Common errors include:
- “Invalid_destination” for outbound calls(1)
- “Internal Server Error” when testing agents(2)
- “Failed to get LLM response”(2)
- Issues with websocket connections(3)
Your Organization ID - This helps the support team investigate your specific account. You can find this in your Retell AI dashboard.(4)(5)
Additional helpful details:
- When did the issue start?
- What were you doing when the error occurred?
- Does it happen consistently or intermittently?
If you’re experiencing websocket connection issues, you can start troubleshooting by testing your connection with Postman and verifying your endpoint protocol matches (use wss:// for HTTPS endpoints or ws:// for HTTP endpoints).(3)
For payment or subscription issues, the team may need to reset your subscription.(5)
In the platform, I purchase 2 numbers be cancelled them immediately.
I purchased a third and paid for that but the 2 unused ones is still demanding me to pay for it
Can you help cancel those so my account can continue running?
I cannot directly cancel phone numbers or modify your account from this chat. However, I can provide guidance based on the available information.
According to the billing information, if you wish to cancel service for phone numbers, you must delete your workspace or remove all subscription-based items (e.g., phone numbers) before the end of the current Subscription Period(1). Failure to do so will result in automatic renewal of the subscription items for the next Subscription Period, and you will be responsible for the applicable fees(1).
For verified phone numbers specifically, billing stops immediately upon service deletion(2).
Based on a similar case in the Discord community, when a user continued to get charged for a verified phone number even after deleting it, the Retell AI support team was able to remove the subscription from the invoice and refund the credits to the account(3).
To resolve your issue with the two cancelled numbers still demanding payment, you need to contact Retell AI support directly with your workspace/organization ID:
- Visit Contact Sales(4)(5)
- Ask questions on Discord(4)(5)
- Visit https://github.com/RetellAI/(4)(5)
When contacting support, provide your workspace ID (found in your dashboard) so they can investigate the billing issue and remove any charges for the cancelled numbers(3).
Hello @Jonathan ,
Can you share your org id so I can checkit ?
org_TWqbqrGFmYaZ30yG
Hi,
Could you please provide your org id? You can find it in your settings.
Best,
Aishwarya Mathew
Support @ Retell AI
Hi Jonathan,
The invoices were generated because, starting February 1, 2026, phone numbers are charged upfront at purchase. Since you are not using the two numbers, I have cancelled those invoices as a courtesy for new customers. Please let me know if you have any other questions or issues. Thank you!
Best,
Aishwarya Mathew
Support @ Retell AI
hello? Is there anyone here to help??
Hello @Jonathan,
I see you bought two phone numbers and deleted them. That will create a new open invoice you have to pay.
Then you bought another phone number—that one you paid for—but the other ones you deleted were not paid.
But I am not even using those.. can you remove them?
If not.. i want a refund..
I want a refund and have my account deleted now
Hi Jonathan,
The 2 invoices have already been voided. As for the third invoice, it wasn’t refunded yesterday as the corresponding phone number was still linked to your account. I have placed the refund to original payment method now.
Best,
Aishwarya Mathew
Support @ Retell AI
Thank you. Can I have the account closed too. Thanks
To delete your Retell AI account, you need to delete the workspace associated with it(1). If you’re deleting the only workspace in the account, the account will be deleted automatically(1).
Before proceeding, ensure you have(1):
- Downloaded any important data you wish to keep
- Settled all pending invoices
- Canceled any active subscriptions
- Removed any connected third-party integrations
Account deletion is permanent and cannot be undone(1). All associated data, including billing history and user preferences, will be permanently removed(1).
To access workspace settings and delete your workspace, click your profile photo at the bottom left of the dashboard and navigate to the workspace settings(1).
If you need assistance with account deletion, you can reach out to the Retell AI team through their support channels.