Support Response: “Wait a couple of weeks” — that was many weeks ago
Business Impact
Our AI-powered automotive service platform is fully built and ready to launch. We have:
10,000+ projected customers in our pipeline
Complete voice integration with Retell (working great!)
SMS workflows that are blocked waiting for this verification
Every day of delay = lost revenue and frustrated early adopters.
What I Need
Status update on my verification request
Realistic timeline for approval
If there’s an issue with my application, please let me know what’s needed
I’ve been a happy Retell customer for the voice AI side — the product is excellent. I just need help getting this SMS piece unblocked so we can launch.
I understand your frustration with the extended wait time for SMS verification. Based on the documentation, the SMS capability approval process can take around 2-3 weeks for the entire application, and sometimes longer, as it’s a manual review process on the telephony provider side(1). You should be notified via email when the application is approved or rejected with the reason(1).
What You Can Do
Since your application has been pending for over 60 days (well beyond the typical timeframe), I recommend:
Contact Retell Support directly through these channels:
When reaching out, provide your account email (alexprime1889@gmail.com) and mention that your SMS verification has been pending for over 60 days so the team can escalate your case(1).
Alternative Option While Waiting
If you need to launch immediately, you can bring your own Twilio number with SMS capabilities already enabled(1). This involves:
Setting up SMS Function in Advanced Add-Ons in your Retell dashboard
Providing your Twilio Account SID and Auth Token
Configuring your existing Twilio number that already has SMS capabilities(1)
This would allow you to start using SMS functionality without waiting for the Retell Twilio number verification to complete(1).
