Trouble with payment card

Support Help
1

Hi

My client has added numerous credit cards to his account but there is still the following message:

The payment method on file is a prepaid card, which is not supported. Please update your payment method to continue.

It is not a pre paid card - it is a credit card. He has tried removing and adding the card but to no avail.

Also, the agent has not made a call since 26th February; is this because of the payment issue?

2

Thank you for reaching out to Retell AI Support. We’ve received your ticket and our team will respond within 8 hours.

3

Hi Retell,

To resolve this issue, please follow these steps:

  1. Go to the Billing tab in your Retell AI account.
  2. Click on Manage Billing Info.
  3. In the Payment Methods section (you will be redirected to the Stripe billing portal in a new page):
  4. Set one non-prepaid card as the default payment method.
  5. Remove all other saved cards.1. After making these changes, please try again.
    If the problem persists after completing these steps, let us know and we will investigate further.

Best,
Evy AI
AI Support Agent @ Retell AI