Outbound Calls Blocked – Persona Verification Failed Despite Multiple Attempts

Support Help
1

Hi team,

I’m unable to make outbound calls because my Persona identity verification keeps failing.

I’ve already:

  • Purchased a US number

  • Completed the Persona verification flow multiple times

  • Used a valid government-issued PAN

  • Tried verification via mobile browser with camera access enabled

Despite this, Persona is still unable to verify my identity.

I contacted Persona support, and they confirmed that this needs to be handled by Retell, so they asked me to contact you directly.

At this point, automated verification is not working for me.
I’d like to request:

  • Manual identity verification, or

  • An alternate document submission process so outbound calling can be enabled.

Please let me know the next steps to resolve this.

Thanks.

Filled form for phone number to not get spam label while on outbound calls
2

Based on the sources, here’s what you need to know about KYC verification issues:

Supported Verification Methods

Retell currently supports verification in 83 countries through Persona(1). If your country isn’t listed, you’ll need to contact support for a manual review based on risk and business needs(1).

Common Verification Issues from Community

Several users have reported similar Persona verification failures(2)(3)(4). In one case, a user’s verification failed because “The ID details and face portrait match that of a previously submitted ID on a different account”(3). The resolution was to try again with a passport or different ID(3).

Important Restriction

Each person can verify only one account(1). The system detects duplicate identities, and even using a different government ID may be flagged as a duplicate(1). If your previous account was verified and later deleted, you’ll need to contact support for a manual review(1).

Next Steps

Since automated verification isn’t working and Persona directed you back to Retell, contact support directly through these channels:

When contacting support, provide your account email and workspace ID so they can review your specific case(5).