ToS Violation Flag on New Account — Real Estate Cold Calling (Outbound Blocked)

Support Help
1

Hi Retell team,

I set up my account yesterday (04/14), created agents, purchased a phone number (+1-602-847-8384 via Telnyx), completed identity verification, and made several successful test calls — both web calls and phone calls. Everything worked perfectly.

This morning (04/15) I made one more successful outbound call (1:41 duration, visible in my call history). On the next attempt, I started getting this error:

“The agent associated with this call failed due to potential of violation of Retell’s Terms of Service. Please look for an email from support@retellai.com for more details.”

I have NOT received any email from Retell explaining what was flagged. I’ve checked inbox, spam, and junk folders.

About my use case:

  • Company: CashNowREI — legitimate real estate investment company in Arizona

  • Use case: AI voice agents for outbound property acquisition calls (contacting property owners about selling)

  • All agents include TCPA compliance, DNC handling, caller identification, and opt-out handling in their prompts

  • This is a standard real estate wholesaling operation — not spam, not fraud

Account details:

  • Email: ro@cashnowrei.com

  • Phone: +16028478384

  • Agent: GetStacked Cold Call (Single Prompt, Claude 4.5 Haiku, Cimo voice)

2

Hello @ro1

Could you please share your organization ID and the agent ID that is flagged? This will help us investigate the issue more effectively.

Thank you!