Transfer call issue - complains about E164 formatting when it's valid

Support Help
2

This intermittent E.164 validation error on valid numbers is a known issue that other users have reported(1)(2)(3).

The error message “Transfer destination number is not a valid e.164 number” appears even when the number is correctly formatted and has successfully transferred in other calls(3). This indicates the internal validator is failing intermittently rather than the number actually being invalid(3).

What’s been observed:

The same destination number can fail validation in one call but succeed in another call with identical configuration(3). This inconsistent behavior suggests the validator is misinterpreting the input string in specific scenarios(3).

Potential workarounds to try:

  1. Check your Displayed Caller ID setting in the transfer configuration - some users found changing this setting helped with transfer issues(3)

  2. Verify your Termination URI is correctly configured to point to your provider’s URI (not Retell’s URI)(4)

  3. If using Dynamic Routing, ensure it’s properly configured - one user reported this feature resolved their intermittent E.164 errors(2)

For immediate support:

Since this appears to be an internal validation issue that Retell needs to investigate, I recommend:

When contacting support, provide your Call ID (call_b8b896c1d041083100159265d86) and emphasize that the number works successfully in most calls, which proves it’s valid E.164 format(3).