Thanks for reporting this. Could you please share a screenshot of the error you’re seeing, along with your organization ID? This will help us investigate the issue more effectively.
Your Workspace ID / Org ID can be found in your workspace settings page on the Retell AI dashboard. Go to the system settings page, click into your workspace settings, and you’ll see the workspace ID displayed there.
Also provide some additional details about the issue you are currently experiencing?
I am having the same issue, I have my debit card linked to the account and completed the id verification but it won’t let me select a number. When I try to type in an area code into the search bar, sometimes the field with “Payment is required …” will appear to update for a sec, but then revert back to the message in the screenshots of this thread. The purchase button remains un-clickable the entire time. My workspace ID is org_RZIiuPKqsbPEDvar
Hey @kate.callan thanks for the workspace ID. KYC is approved and there is no billing block on our side, but the only payment method on file came in as a Stripe Link entry rather than a direct card. Our phone-number purchase flow requires a card-type payment method, which is why the modal shows “Payment is required…” and Buy stays disabled.
To fix it:
In the Retell dashboard, open the Billing page and click Change payment methods — this opens the Stripe customer portal.
Remove the existing Link payment method.
Add your debit card by typing the card number into the form manually (decline any “Pay with Link” / autofill prompt so it saves as a card, not a Link entry).
Set the new card as the default, then reload the phone-number purchase page.
Let us know once that’s done and we’ll confirm the inventory call comes back clean.
From the dashboard’s Billing page, click Change payment methods to open the Stripe billing portal.
Add a new payment method and enter card details directly (card number, expiry, CVC). If Stripe’s flow offers to save via Link or to pay with Cash App, skip those options so the saved method is recorded as a card rather than as Link/Cash App.
Set the new card as the default, then reopen the Buy Phone Number modal — the number list should populate.
