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!

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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

8

Same issue with Zadarma Custom SIP

Hi,

I’m having exactly the same issue with a Zadarma number connected via Custom SIP.

Phone number: +34828643168

Workspace ID: org_PvnYBnlwrQBVFTTy

When I try to add the number, Retell says:

“Phone number already exists”

However, the number does not appear in my Phone Numbers list.

I also checked it through the Retell API and received:

{"status":"error","message":"item +34828643168 not found in phone-number"}

Could the Retell team please check whether this number is stuck or associated with a hidden phone-number record and release/connect it to my workspace?

Thank you.

9

Hello @jobema2026 Kindly send an email to support@retellai.com with the following details:

  • Proof of ownership of the number

  • Your organization ID

  • A description of the issue you’re facing

Our team will review your request and guide you further.

Thank you!