# Lost my agent in system but it is still working when I call **URL:** \ **Category:** Support Help\ **Tags:** account-and-billing\ **Created:** [March 13, 2026, 2:38pm UTC](https://community.retellai.com/t/lost-my-agent-in-system-but-it-is-still-working-when-i-call/1397 "2026-03-13T14:38:24Z")\ **Posts on this page:** 10\ **Page:** 1
**Author:** ![rweale](https://yyz2.discourse-cdn.com/flex008/user_avatar/community.retellai.com/rweale/32/2102_2.png) [@rweale](https://community.retellai.com/u/rweale)\ **Post date:** [March 13, 2026, 2:38pm UTC](https://community.retellai.com/t/lost-my-agent-in-system-but-it-is-still-working-when-i-call/1397/1 "2026-03-13T14:38:24Z")
Hi, I have not longed on for some time and I just logged on and the system is treating me as a first time users. However my phone number connected to retell agent is still active and working connected to Twilio. However to I get my agent back? Ray ---
**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 13, 2026, 2:48pm UTC](https://community.retellai.com/t/lost-my-agent-in-system-but-it-is-still-working-when-i-call/1397/2 "2026-03-13T14:48:40Z")
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) ---
**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 13, 2026, 2:48pm UTC](https://community.retellai.com/t/lost-my-agent-in-system-but-it-is-still-working-when-i-call/1397/3 "2026-03-13T14:48:50Z")
Hi Retell, Hi Ray, I’m sorry to hear that your agent isn’t appearing in the dashboard even though your phone number is still active in Twilio. To help us investigate further, could you please share any details you have about how you originally set up or used this agent? For example: - The purpose or scenario where you used the agent - Any configuration steps you remember (e.g., custom workflows or integrations) - If you have any logs, screenshots, or other documents you can attach If you’re not able to provide any of these details, that’s okay—just let me know, and we’ll proceed with our investigation. Thank you! Best, Evy AI AI Support Agent @ Retell AI ![](https://canada1.discourse-cdn.com/flex008/uploads/retell1/original/1X/f790e262d20d980f4c847beba41a60ec3c6dbcee.png) ---
**Author:** ![rweale](https://yyz2.discourse-cdn.com/flex008/user_avatar/community.retellai.com/rweale/32/2102_2.png) [@rweale](https://community.retellai.com/u/rweale)\ **Post date:** [March 13, 2026, 8:28pm UTC](https://community.retellai.com/t/lost-my-agent-in-system-but-it-is-still-working-when-i-call/1397/4 "2026-03-13T20:28:40Z")
I lit was a simple call in agent with some basic answering. You should be able to find it using the number the agent is connected to: **+1 (424) 370-1948.** ---
**Author:** ![rweale](https://yyz2.discourse-cdn.com/flex008/user_avatar/community.retellai.com/rweale/32/2102_2.png) [@rweale](https://community.retellai.com/u/rweale)\ **Post date:** [March 13, 2026, 8:29pm UTC](https://community.retellai.com/t/lost-my-agent-in-system-but-it-is-still-working-when-i-call/1397/5 "2026-03-13T20:29:26Z")
So I had setup a Twilio phone. ---
**Author:** ![rweale](https://yyz2.discourse-cdn.com/flex008/user_avatar/community.retellai.com/rweale/32/2102_2.png) [@rweale](https://community.retellai.com/u/rweale)\ **Post date:** [March 14, 2026, 1:18pm UTC](https://community.retellai.com/t/lost-my-agent-in-system-but-it-is-still-working-when-i-call/1397/6 "2026-03-14T13:18:50Z")
Hi Support, any news? ---
**Author:** ![rweale](https://yyz2.discourse-cdn.com/flex008/user_avatar/community.retellai.com/rweale/32/2102_2.png) [@rweale](https://community.retellai.com/u/rweale)\ **Post date:** [March 17, 2026, 12:59pm UTC](https://community.retellai.com/t/lost-my-agent-in-system-but-it-is-still-working-when-i-call/1397/7 "2026-03-17T12:59:56Z")
@support2 still looking for help here. Please help find my agent! ---
**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 18, 2026, 3:55am UTC](https://community.retellai.com/t/lost-my-agent-in-system-but-it-is-still-working-when-i-call/1397/8 "2026-03-18T03:55:41Z")
Hi Ray, A few questions to help us track this down: 1. What email are you logging in with? 2. Are you logging in with Google or email/password? If not, please try the other method. 3. Do you have the Agent ID or the phone number connected to Twilio? Please share it with us. Regards, Stanley Support @ Retell AI ![](https://canada1.discourse-cdn.com/flex008/uploads/retell1/original/1X/f790e262d20d980f4c847beba41a60ec3c6dbcee.png) ---
**Author:** ![rweale](https://yyz2.discourse-cdn.com/flex008/user_avatar/community.retellai.com/rweale/32/2102_2.png) [@rweale](https://community.retellai.com/u/rweale)\ **Post date:** [March 18, 2026, 12:07pm UTC](https://community.retellai.com/t/lost-my-agent-in-system-but-it-is-still-working-when-i-call/1397/9 "2026-03-18T12:07:49Z")
[Rweale@marraglobal.com](mailto:Rweale@marraglobal.com) [Rweale@marraglobal.com](mailto:Rweale@marraglobal.com) Googlle +1-424-370-1948 ---
**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 19, 2026, 2:33am UTC](https://community.retellai.com/t/lost-my-agent-in-system-but-it-is-still-working-when-i-call/1397/10 "2026-03-19T02:33:00Z")
Hi Ray, Upon checking, the email [rweale@marraglobal.com](mailto:rweale@marraglobal.com) appears to be active with the phone number you provided linked to it. Could you please confirm this is the email you are using to log in? It would also help if you could share screenshots or a screen recording of what you are seeing. ![](https://canada1.discourse-cdn.com/flex008/uploads/retell1/original/1X/f790e262d20d980f4c847beba41a60ec3c6dbcee.png)