Need Manual KYC as i am not able to verify my face after uploading my ID

Support Help
1

I am not able to verify my identity. please help

API error when using v2/create-phone-call
2

I can help you troubleshoot identity verification issues with Retell AI. Based on the available information, here are common scenarios and solutions:

Common Identity Verification Issues:

  1. Photo Quality Problems: If you’re repeatedly getting messages that photo data couldn’t be verified, try using a different browser(1). Make sure your ID photos are clear and not blurry(1).

  2. Unsupported Countries: Retell AI currently does not support helping customers from certain countries (like Senegal) with identity verification(2). If your country isn’t listed in Persona’s verification options, this may be the issue(2).

  3. Expired or Non-Standard Documents:

    • Expired residence permits are not accepted(2)
    • Some countries (like the UK) now use codes instead of physical cards for residence permits, which can cause verification issues(3)
    • Renewal receipts for residence permits are not sufficient for KYC(2)

Steps to Get Help:

To resolve your specific issue, I recommend:

  1. Share your org ID (found at Settings → Workspace) with Retell AI support(3)
  2. Specify which ID document type you’re trying to upload (passport, driver’s license, etc.)(1)
  3. Confirm the document is not expired(1)

Contact Support:

If you’ve purchased a phone number but can’t complete verification, you can request to remove the purchased number and have the fee exempted(2).

3

Hello,

Please send an email to support@retellai.com and include your documents,

and share the email address you used. This will help me assist you more quickly.