A customer of ours tried to import a Twilio phone number via SIP trunk but received the message that the phone number already exists. But it wasn’t in our Retell account.
The customer said they didn’t use Retell AI. I read you guys could move the number to our workspace when you have the number + our workspace id + proof of ownership.
I reached out to support@retellai.com but received a message back that i needed to ask it here.
Where can I send you guys the number + our workspace id + proof of ownership safely, and what kind of proof of ownership do you need?
Based on a similar case in the community, when a phone number shows as “already exists” but isn’t visible in your workspace, the Retell team can help resolve this(1).
For proof of ownership, a screenshot from your Twilio console showing the phone number with the Phone Number SID is acceptable(1). You’ll also need to provide your Organization ID, which you can find in your account settings at the bottom left of the dashboard(2).
The recommended channel for this type of support request is Discord, where the Retell team can directly assist with backend number registry issues(1). In the similar case documented, the team was able to investigate and resolve the issue within 24-48 hours after receiving the organization ID and proof of ownership(1).
If the number was previously released from a Twilio account, you may be able to delete it manually through the dashboard once the team clears it from the backend(1).
Hi Omar, I have the same issue. Could you please share the email address where I can send my organization ID and proof of ownership? Thank you.
I also noticed that my workspace has a phone number that does not belong to me — it was added by mistake during setup. I can provide the number privately. Please do not remove it without verifying ownership first, as it may belong to another user.
You can share the details via email at support@retellai.com, including a description of the issue you are experiencing. Our team will review it and guide you further.