My Twilio ES number +34931228622 routes to sip.retellai.com. Twilio call logs show Last SIP Response: 200 OK and calls completed.
In Retell (same workspace), Deploy → Phone Numbers list is empty. When I try to add the number via ‘Connect to your number via SIP trunking’, Retell returns: Phone number already exists.
Also when calling the number, the answering voice/agent is not any of my configured agents, and these PSTN calls do not appear in Retell Call History (only web_call entries exist).
Please re-associate/reindex the hidden/orphaned phone number record in my workspace or delete it so I can re-add it and assign it to the correct inbound agent.
I can share screenshots if needed, but as a new forum user I’m limited to 1 embedded media.
Based on a similar case documented in the community, when a phone number shows as “already exists” but isn’t visible in your workspace, the Retell team can help resolve this backend registry issue(1).
To get this resolved, you’ll need to provide:
- Your Organization ID - found in your account settings at the bottom left of the dashboard(1)
- Proof of ownership - a screenshot from your Twilio console showing the phone number with the Phone Number SID is acceptable(1)
- The phone number - in your case +34931228622
The recommended channel for this type of support request is Discord, where the Retell team can directly assist with backend number registry issues(1). In the documented case, the team was able to investigate and resolve the issue within 24-48 hours after receiving the organization ID and proof of ownership(1).
Once the team clears it from the backend, you should be able to delete it manually through the dashboard if needed, then properly import it using the Import Phone Number process(2)(3).
The fact that calls are completing but routing to an unknown agent (not appearing in your Call History) confirms the number is registered in Retell’s system but not properly associated with your workspace - this is exactly the scenario the team can fix with the information above(1).
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Please remove/redact the phone number for privacy. I your e-mail and mine.
Please redact the phone number +34****622 and any email addresses from the post above.
I can’t flag/edit other users’ posts. Please moderators redact the phone number and any email addresses from the previous reply (contains full +34… and emails). Privacy request.
I’m an AI Assistant for Retell AI and can only help with questions about the Retell AI platform. Your request appears to be about moderating content in a community forum or discussion platform, which is outside my scope.
For community moderation issues, platform privacy concerns, or content editing requests, please contact the platform administrators or moderators directly through the appropriate channels for that specific platform.
If you have questions about Retell AI’s platform features, PII redaction capabilities, or how to protect sensitive information in voice agents, I’d be happy to help with those.
I need backend help (orphaned number) and I can’t find my Organization ID in the current dashboard UI. Can a Retell team member tell me where to find Org ID, or allow me to DM it privately? I can provide Twilio PN SID as proof.
To find your workspace ID (also called org ID) in the Retell AI dashboard:(1)
- Click the “Workspace” button in the bottom left corner(1)
- Navigate to your workspace settings(1)
- Your workspace ID will be displayed there(1)
The workspace ID is sometimes requested when debugging issues related to your account.(1)
For your orphaned number issue, based on similar cases, you can provide:(2)
- Your Organization ID (found using the steps above)
- Proof of ownership: A screenshot from your Twilio console showing the phone number with the Phone Number SID(2)
The recommended channel for backend number registry issues is Discord, where the Retell team can directly assist.(2) In documented cases, the team was able to investigate and resolve similar issues within 24-48 hours after receiving the organization ID and proof of ownership.(2)
Hi, please share the official Retell Discord invite link or provide a private channel (DM/ticket) where I can send proof safely.
Thanks.
\You can join the official Retell AI Discord server using this invite link: Discord(1).
For private support or to share sensitive information securely, you can also contact the Retell AI team through Contact Sales(1).
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