Phone number "already exists" but not visible in list — custom SIP (Zadarma)

Support Help
1

Hi Retell team,

I’m getting the error “Phone number already exists” when trying to connect a custom SIP number via SIP trunking.

  • Number: +541152354329 (brand-new, just purchased from Zadarma / Argentina)
  • It does NOT appear in my Phone Numbers list, and I can’t add it or edit it.
  • I already refreshed the page and logged out/in — no change.
  • This number has NEVER been used in any other Retell account or on any other platform.

Looks like a backend registry issue on your side. Could you please release/reset this number so I can add it again?

  • Organization ID: [org_CO0wjoXGKaeOFGo1]
  • I already emailed support@retellai.com with proof of ownership (Zadarma screenshot) and replied to Evy’s follow-up questions.

Thanks a lot!

Screenshot_1
Screenshot_11918×907 63.1 KB

2

Hey @cortesematias2 Could you please share the email address from which you sent the email? I can pass it along to the team so they can look into it.

3

Hi mark1, thanks!

The email I used is: cortesematias2 (at) gmail.com
(I emailed support (at) retellai.com from that address.)

Number: +541152354329 (Zadarma, Argentina, brand-new, never used in any Retell account or platform). It shows “already exists” but doesn’t appear in my Phone Numbers list, so I can’t add or connect it.

Org ID: org_CO0wjoXGKaeOFGo1

Could you please release it on the backend so I can add it again? Thanks a lot!

4

Hi mark1, just following up on this — any update from the team?

The number still shows “already exists” and doesn’t appear in my Phone Numbers list, so I still can’t connect it. Recap:

Number: +541152354329 (Zadarma, Argentina)
Org ID: org_CO0wjoXGKaeOFGo1
Support email: cortesematias2 (at) gmail.com

Could someone please release it on the backend? Thanks a lot for the help!

5

Hi mark1,

Following up on this — it’s been over 48 hours and the number still isn’t working.

It still shows the “already exists” error and does NOT appear in my Phone Numbers list, so I can’t add or connect it via SIP trunking. Already refreshed and logged out/in several times, no change.

Could you or the team please release/reset it on the backend so I can add it again?

  • Number: +541152354329 (Zadarma, Argentina — brand-new, never used in any Retell account or platform)
  • Org ID: org_CO0wjoXGKaeOFGo1
  • Account email: cortesematias2@gmail.com

This is currently blocking my production setup, so any help speeding it up would be really appreciated. Thanks a lot!

Matías

6

Hey @cortesematias2 I’ve forwarded your request to our team, and they will get back to you as soon as possible.

Thank you for your patience.

7

Hey @cortesematias2 Our team has confirmed that the phone number is connected to your workspace.

Best regards