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).