# Max\_call\_duration\_ms \>1h: calls failing silently, no webhooks triggered **URL:** \ **Category:** Support Help\ **Tags:** bug\ **Created:** [March 20, 2026, 8:07pm UTC](https://community.retellai.com/t/max-call-duration-ms-1h-calls-failing-silently-no-webhooks-triggered/1959 "2026-03-20T20:07:51Z")\ **Posts on this page:** 6\ **Page:** 1
**Author:** ![eng](https://avatars.discourse-cdn.com/v4/letter/e/3ec8ea/32.png) [@eng](https://community.retellai.com/u/eng)\ **Post date:** [March 20, 2026, 8:07pm UTC](https://community.retellai.com/t/max-call-duration-ms-1h-calls-failing-silently-no-webhooks-triggered/1959/1 "2026-03-20T20:07:51Z")
Hi Retell support, We’re experiencing an issue with calls exceeding ~1 hour. Some complete successfully, others fail silently — no call\_ended or call\_analyzed webhook is ever sent. The calls just appear as unsuccessful in the dashboard with no disconnection reason. Our agent’s max\_call\_duration\_ms is set to (2h), which your API docs confirm is within the valid range (max 7,200,000ms). However, your concurrency/limits docs page states the max is 1 hour by default and to contact support for longer calls. Two questions: 1. Does the 2h value in max\_call\_duration\_ms actually work, or does it require an account-level unlock on your side? If so, why does the API accept it without error? 2. When a call is terminated by hitting the duration limit, shouldn’t call\_ended still fire? We’re getting zero webhook notification, which means we lose all transcript and call data. Appreciate a quick clarification, this affects our production flows and highly impacts client satisfaction. Thanks, Sergiu ---
**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 20, 2026, 8:18pm UTC](https://community.retellai.com/t/max-call-duration-ms-1h-calls-failing-silently-no-webhooks-triggered/1959/2 "2026-03-20T20:18:07Z")
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:** ![Shah-Fazal](https://yyz2.discourse-cdn.com/flex008/user_avatar/community.retellai.com/shah-fazal/32/2522_2.png) [@Shah-Fazal](https://community.retellai.com/u/Shah-Fazal)\ **Post date:** [March 20, 2026, 8:47pm UTC](https://community.retellai.com/t/max-call-duration-ms-1h-calls-failing-silently-no-webhooks-triggered/1959/3 "2026-03-20T20:47:59Z")
Hi @eng Can you send the call ids. ---
**Author:** ![eng](https://avatars.discourse-cdn.com/v4/letter/e/3ec8ea/32.png) [@eng](https://community.retellai.com/u/eng)\ **Post date:** [March 22, 2026, 9:59am UTC](https://community.retellai.com/t/max-call-duration-ms-1h-calls-failing-silently-no-webhooks-triggered/1959/4 "2026-03-22T09:59:30Z")
@shaw call\_406dafd2ea08d93854219e3aa10, call\_91fda41cc5b916deb1b48d144fe ---
**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 23, 2026, 10:18am UTC](https://community.retellai.com/t/max-call-duration-ms-1h-calls-failing-silently-no-webhooks-triggered/1959/5 "2026-03-23T10:18:28Z")
Hi there, Thanks for flagging this and providing thorough details. I’ve raised this with our engineering team for further investigation and will keep you updated. Regards, Stanley Support @ Retell AI ![](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 23, 2026, 11:49pm UTC](https://community.retellai.com/t/max-call-duration-ms-1h-calls-failing-silently-no-webhooks-triggered/1959/6 "2026-03-23T23:49:30Z")
Hi there, Thank you for reporting. This is indeed a bug of our platform and we will work on fixing it soon. Regards, Retell Support Team ![](https://canada1.discourse-cdn.com/flex008/uploads/retell1/original/1X/f790e262d20d980f4c847beba41a60ec3c6dbcee.png)