Manual review when their country is unlisted

Support Help
1

Hi Retell Team,

I’m following up on my support request from January 14, 2026 - now 12 days without resolution.

Issue: Oman is not listed in the country selection for outbound call verification. Your documentation states users should contact support for
manual review when their country is unlisted.

Timeline of my attempts:

  • Jan 14: Initial request
  • Jan 15: Follow-up
  • Jan 16: Follow-up
  • Jan 20: Follow-up

I was directed to a community forum, but this is a support/verification issue that requires your team’s action, not community help.

I’m a paying customer unable to use a core feature of your platform. My business outreach has been blocked for nearly two weeks.

Request:

  1. Please proceed with manual verification using my Omani passport
  2. Let me know what documentation you need
  3. Provide a timeline for resolution

I need this resolved urgently. If manual verification is not possible for Oman, please confirm that directly so I can make alternative
arrangements.

Regards,
Waleed

2

Waleed, I understand your frustration with the verification delay. Based on the documentation, Retell AI currently supports verification in 83 countries.(1) If your country is not listed, you should contact the support team for a manual review based on risk and business needs.(1)

For unlisted countries, the official process is to email support@retellai.com with all your documents attached.(2) The support team will review your case to determine if verification can be enabled for your country.(2)

From community discussions, similar cases have shown that:

  • The team reviews each unlisted country request individually(2)
  • Some countries cannot be added at the moment(2)
  • Manual verification requests require the engineering team’s review(2)

Since you’ve already attempted contact multiple times without resolution, I recommend:

  1. Send a direct email to support@retellai.com with:

    • Your account details
    • Clear photos/scans of your Omani passport
    • Your business use case details
    • Reference to your previous support requests (Jan 14-20)

  2. Request explicit confirmation on whether Oman can be enabled for verification

The support team makes the final decision on whether to enable verification for unlisted countries.(2)