KYC: please transfer verification between my two workspaces - Persona fails as duplicate identity

Support Help
1

Hi team, I need a manual KYC review.

I have two Retell workspaces, both mine:

Already verified: org_kVMTjA6YkUu9yLy8

Needs verification: org_sbV0n3p1oahExvsm

I have migrated my production agent to the new workspace and want the verification to follow it. Persona returns “could not verify” on the new one. I understand why: the docs say each person can verify only one account, and duplicate identities are detected even across different IDs. I am not trying to hold two verified accounts.

Could you either transfer the verification from org_kVMTjA6YkUu9yLy8 to org_sbV0n3p1oahExvsm, or run a manual review on the new workspace? I am happy for the old one to be unverified or closed.

Agent: agent_15bbc2066930a034fa1ddedf55

Number: +1 331 800 5112, imported via Telnyx SIP trunking

Use case: inbound receptionist for a home services business

Inbound is working. Outbound is the only thing blocked.

Happy to provide further account details privately. Thanks!

2

One detail that may save a round trip: I gather the identity record also has to be cleared on the Persona side, not just in Retell, so unverifying or deleting the old workspace on its own may not release it.

The old workspace is org_kVMTjA6YkUu9yLy8. I can send its account email by DM if that is what you need in order to action the Persona-side removal.

To be clear, I have not deleted the old workspace and would rather not. I would prefer the verification be transferred or cleared rather than have me remove the account first.

3

Hey @mabbaskhute Please email Retell at support@retellai.com with the supporting documents and a brief explanation of the reason for your request. This will help the team review it further.

Thank You