Message:
Hello Retell Support,
I am trying to purchase $30 in credits, but Retell keeps showing the following error:
“Failed to create invoice. This item requires a card on file. Please add payment.”
However, my Visa ending in 6992 is already saved in Billing and marked as the Default payment method. The card is visible under Payment Methods, but the Credits Balance remains at $0.00 and the purchase cannot be completed.
I have already re-added the payment method and confirmed it is set as Default, but the same error continues.
Could you please check my billing/payment configuration and help me enable manual credit purchases? I do not want Auto Recharge enabled; I only want to add credits manually when needed.
Thank you.
Hello @promobusinessflorida Can you try adding the card manually and make sure to not use “Link”?
Thank You
Hello Shah-Fazal,
I already added the card manually as requested and did not use Link. The manually added card is active, but when I try to buy $30 in credits, I still get the same error: “Failed to create invoice. This item requires a card on file. Please add payment.”
The issue is still unresolved and it is currently preventing me from using the agent and receiving customer calls. Please escalate this billing issue to the appropriate team.
Thank you.
Hello Shah-Fazal,
I already added the card manually as requested and did not use Link. The manually added card is active, but when I try to buy $30 in credits, I still get the same error: “Failed to create invoice. This item requires a card on file. Please add payment.”
The issue is still unresolved and it is currently preventing me from using the agent and receiving customer calls. Please escalate this billing issue to the appropriate team.
Thank you.
@promobusinessflorida Could you please share your Org ID and a screenshot of the error you’re seeing? Please make sure to blur or hide any sensitive or confidential information before sharing it.
Thank You
Hello Shah-Fazal, thank you.
My Org ID / Workspace ID is: org_R1jVbrsIdU2Rk57
I’m also attaching a screenshot of the error I’m seeing when I try to purchase credits.
The error says: “Failed to create invoice. This item requires a card on file. Please add payment.”
Thank you.
Hey @promobusinessflorida Can you confirm do you see this option in the Billing section?
