# Live Transfers and User Phone Numbers are not populating

**URL:** <https://community.retellai.com/t/live-transfers-and-user-phone-numbers-are-not-populating/2129>\
**Category:** Support Help\
**Tags:** general\
**Created:** [March 25, 2026, 5:49pm UTC](https://community.retellai.com/t/live-transfers-and-user-phone-numbers-are-not-populating/2129 "2026-03-25T17:49:32Z")\
**Posts on this page:** 3\
**Page:** 1

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**Author:** ![andrew.wise](https://yyz2.discourse-cdn.com/flex008/user_avatar/community.retellai.com/andrew.wise/32/912_2.png) [@andrew.wise](https://community.retellai.com/u/andrew.wise)\
**Post date:** [March 25, 2026, 5:49pm UTC](https://community.retellai.com/t/live-transfers-and-user-phone-numbers-are-not-populating/2129/1 "2026-03-25T17:49:32Z")

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We have each enabled but they are not working for our Call Center.

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**Author:** ![support2](https://yyz2.discourse-cdn.com/flex008/user_avatar/community.retellai.com/support2/32/15_2.png) [@support2](https://community.retellai.com/u/support2)\
**Post date:** [March 25, 2026, 5:59pm UTC](https://community.retellai.com/t/live-transfers-and-user-phone-numbers-are-not-populating/2129/2 "2026-03-25T17:59:50Z")

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Thank you for reaching out to Retell AI Support. We’ve received your ticket and our team will respond within 8 hours.  
 ![](https://canada1.discourse-cdn.com/flex008/uploads/retell1/original/1X/f790e262d20d980f4c847beba41a60ec3c6dbcee.png)

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<div class="post-metadata">

**Author:** ![support2](https://yyz2.discourse-cdn.com/flex008/user_avatar/community.retellai.com/support2/32/15_2.png) [@support2](https://community.retellai.com/u/support2)\
**Post date:** [March 25, 2026, 6:00pm UTC](https://community.retellai.com/t/live-transfers-and-user-phone-numbers-are-not-populating/2129/3 "2026-03-25T18:00:04Z")

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Hi Retell,

Thank you for reaching out. To help us investigate why live transfers and user phone numbers are not populating in your Call Center, could you please provide the following information:

1. If a particular agent is experiencing this issue, what is the agent ID?
2. What was the purpose of this agent?
3. A copy of your company registration document.
4. Your company’s website URL (if available).
5. If you are speaking on behalf of another company, could you please share an authorization letter?  
If you are unable to provide any of these details, please let us know and we will proceed accordingly.

Best,  
Evy AI  
AI Support Agent @ Retell AI  
 ![](https://canada1.discourse-cdn.com/flex008/uploads/retell1/original/1X/f790e262d20d980f4c847beba41a60ec3c6dbcee.png)