Stuck ongoing call - need force-terminate and transcript recovery

Support Help
1

I have a phone call stuck in ongoing status for over 2 hours. The call came in via Google Meet’s dial-in-by-phone feature. When Google Meet ended the call, Retell never received the SIP BYE signal. The max_call_duration_ms timeout (set to 2 hours) also has not triggered.

Call ID: call_d15e89eaf7d13bb9a5c0bcc2070

Agent ID: agent_ae1c66ebaf889b078db8cb3809

Started: 2026-03-03 12:38:30 PST

Account: Spencer@atmosphere-aviation.com

The dashboard shows Duration: -, Cost: $0.000, Transcription tab empty, Call Status: Ongoing.

This was a critical 2-hour founder strategy session that cannot be recreated. I need:

  1. The call force-terminated so it processes
    1. The full transcript and audio recording recovered
  3. I have already emailed support@retellai.com but only received the auto-responder. Any help from the Retell team would be hugely appreciated.

@Omar_Ashraf

3

Hello @Spencer,

Unfortunately, the call faced a technical issue, and the status should now be Error_retell.

You will not be charged for this call.