KYC Verification Failed

Support Help
1

Hey, just need help with my id verification for outbound calls. It worked fine last time but for some reason it’s not letting me

2

Based on community reports, there’s a known issue where Persona identity verification completes successfully but the Retell dashboard doesn’t update the verification status(1)(2)(3). Users continue to see “Verify your identity to make outbound calls” even after completing verification(1)(2).

Steps to resolve this:

  1. First, ensure you’ve created a Business Profile and submitted your verification application through the dashboard(1)
  2. Allow 1–2 weeks for processing(1)
  3. If verification shows as completed in Persona but Retell still blocks outbound calls, this indicates a sync issue between Persona and your Retell account(1)(3)

What you should do:

Since this appears to be an account-specific sync issue, you’ll need direct support assistance. Contact them through:

When reaching out, include your Workspace ID and mention that you’ve completed Persona verification but the status hasn’t synced with your dashboard(1).

3

Hello @Jt10,

A user can only have one account. If you verify yourself again using a different account, it will be considered a duplicate.

4

Each person can verify only one account(1). The system detects duplicate identities, so even using a different government-issued ID may be flagged as a duplicate(1). If your previous account was verified and later deleted, contact the support team to request a manual review(1).

5

I deleted my old account now but it’s still not letting me verify.

6

It may take some time for the data to be deleted from Persona. Could you please share the old org ID or email so I can try to make it faster?

7

Email is jtsu2ube@gmail.com

8

I don’t have information in the available sources about the specific email address you’ve provided (jtsu2ube@gmail.com).

If you’re experiencing issues with your Retell AI account or need assistance with account-related matters, you can:

If you have a specific question about your Retell AI account, workspace, or agent configuration, I’m happy to help with that.

10

This is the current email jamestovar1219@gmail.com

The other one was the old deleted account email

11

I understand you’re dealing with an account access issue where your old email was deleted and you now have a new email address (jamestovar1219@gmail.com).(1)(2)

Important: Google SSO and email-password sign-in are treated as separate accounts in Retell AI’s system and are not automatically linked.(1)(3)

If you created your original account using one sign-in method and are now trying to access it with a different method, you’ll need to:

  1. Try signing in with “Sign in with Google” using your new email to see if you can access the account that way.(3)

  2. If you still can’t access your account, contact support@retellai.com for assistance with account recovery.(3)

If you need to transfer workspace access from your old account to your new email, you would typically need to be logged into the old account to send an invite to your new email address.(1) However, since your old email no longer receives emails, you’ll likely need direct support assistance.

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12

This is the current email jamestovar1219@gmail.com

The other one was the old deleted account email

13

I understand you’re dealing with an account access issue where your old email was deleted and you now have a new email (jamestovar1219@gmail.com).

Google SSO and email-password sign-in are treated as separate accounts in Retell AI’s system and are not automatically linked.(1)

If you want to access your old workspace with your new email, follow these steps:

  1. Log in to your account using your current method (either Google SSO or email-password sign-in).(1)
  2. Click your profile photo at the bottom left of the dashboard.(1)
  3. Navigate to “Workspace” and send an invite to your new email address (jamestovar1219@gmail.com).(1)
  4. Log out of your current account.(1)
  5. Open the invite email and use the alternative sign-in method to create a new account.(1)

This will create a separate account with the new sign-in method while maintaining access to your existing workspace.(1)

If you’re unable to access the old account to send the invite, you’ll need to contact support for assistance with account recovery. You can reach out via:

14

Is there a way I can get back my old account so I can take off the verification on that account

15

Unfortunately, there’s a challenge with this approach. Each person can verify only one account, and the system detects duplicate identities.(1) Even if you delete your old account, when you delete it, Persona (the verification service Retell uses) might take time to delete your data.(2)(3)

If your previous account was verified and later deleted, you’ll need to contact the support team to request a manual review.(1) Based on community discussions, support has been able to help in similar situations where users deleted their old accounts and needed verification assistance.(2)

You can reach out through these channels:

16

no one from the team has responded yet