Hi there, I went through KYC yesterday and the identity provider cleared the process without issues. However I get “KYC Verification Failed: Need manual review. Please contact support@retellai.com for assistance.” I emailed but the support pointed me here. What are the next steps?
Based on the documentation and community support patterns, here are your next steps for manual KYC review:
1. Send your documents to support@retellai.com(1)(2)(3)
Include in your email:
- Your account email address(1)
- Your Workspace ID (if available)(1)
- Your government-issued ID documents(1)(3)
- A clear explanation that you passed the identity provider verification but received the manual review message
2. Follow up on Discord(1)
The support team monitors the Discord community. You can post in the appropriate channel with your case details to expedite the review process(1).
3. Expect manual verification processing time(2)(3)
Manual account verification takes some time to complete(3). The support team will review your documents and update you when the verification is complete(1).
Important context: The system may flag accounts for manual review even after passing the identity provider check(4). Each person can verify only one account, and the system detects duplicate identities(4). If you previously had a verified account that was deleted, you’ll need to contact support for a manual review(4)(2).
Hello @okreitz
Can you please share the account email with us from
Sure. It’s okreitz@gmail.com
I also emailed everything Evy listed
Hello,
should be approved now.
1 Like