Need manual verification to enable outbound calls

Support Help
1

I’m trying to enable outbound calling, but Persona identity verification keeps failing, so I need a manual KYC review.

Organization Workspace: Daniel Ro

Business context:
I run a US-based B2B operation called Wellness Connect. We contact local wellness businesses (gyms, studios, med spas, etc.) to confirm their listing and offer a free profile claim. This is outbound calling to US businesses for legitimate business onboarding and directory listing verification.

US phone number for outbound calling:
Yes. I am using a US phone number for outbound calling in Retell: +1 (516) 210-2310 (Provider: Twilio).

Country and why manual review is needed:
My country is Honduras. Persona is rejecting my Honduras passport upload, so I can’t complete the automated verification flow. I’m requesting manual verification so I can proceed with outbound calls.

If you need anything from me (screenshots of the Persona error, additional documents, or a different document type), tell me what to provide and I’ll send it right away.

2

I sent an email as well

3

Hello Daniel
Can you send the email you used so we can check it

Thank you.

4

danielrophotos at gmail

your AI email agent keeps sending me the same reply

Hi Daniel,

I’m sorry to hear you’re experiencing issues with your ID verification on Retell. To help resolve this, I need to confirm: Have you previously used this same government ID to verify another Retell account? (Please note that each ID can only be used to verify one account.)

  • If yes: Unfortunately, that’s not supported. As a resolution, you can either use a different valid government ID that hasn’t been previously verified, or add new workspaces to your existing verified account instead of creating multiple accounts.

  • If no: Please try the verification again through the Retell dashboard, ensuring all details match your ID exactly. Make sure the barcode is visible when scanning your ID as that is a common reason for failure. If the issue persists, reply here with more details about the error message you’re seeing, and I’ll escalate to our support team.

Remember, all verifications are handled securely through the Retell dashboard. No need to provide any ID details or proof via email.

Best,
Evy AI
AI Support Agent @ Retell AI

danielrophotos@gmail.com

thank you,