Already did a search and quite a few of the same issues from others popped up. I already tried the following and still won’t let me add a phone number
Already followed the steps here:
In the Retell dashboard, open the Billing page and click Change payment methods — this opens the Stripe customer portal.
Remove the existing Link payment method.
Add your debit card by typing the card number into the form manually (decline any “Pay with Link” / autofill prompt so it saves as a card, not a Link entry).
Set the new card as the default, then reload the phone-number purchase page.
Hey @swong The billing flag on your workspace has been cleared on our end. Your Visa ending 8129 is still set as your default payment method, so nothing else needs to change.
Could you please:
Hard-refresh the dashboard (Cmd+Shift+R on Mac / Ctrl+F5 on Windows) — this forces the billing status to re-read.
Reopen Buy Phone Number and try picking a number again.
You should be able to proceed past the “Payment is required…” message now. If you still see it after a hard refresh, let me know and I’ll take another look right away.
Thanks for the update. Unfortunately, it’s still showing the same on my end.
I have performed the hard refresh. I have logged out and logged back in. I’ve also cleared my browsers cache and history. I’ve also tried a different browser and still the same behaviour that I cannot get pass the “add payment method”.
Hey @swong Team dug back in and the earlier billing flag was in fact cleared, so that’s no longer the issue. What’s blocking you now is that the initial free credit on the workspace has been drawn down to $0, and the “Payment is required” gate on phone-number purchase runs a credit-balance check in addition to the card check. Your Visa •8129 is fine — it just doesn’t auto-top-up the credit balance.
Two ways forward:
Go to Billing → Add Credits and add any amount (even $5). Your card on file will be used. After it posts, hard-refresh the dashboard and Buy Phone Number will let you proceed.
Or reply here and I’ll apply a small courtesy credit on our side given the runaround — then you’ll just need to hard-refresh.
I have been trying to open new workspace and attach a new phone number and it keeps saying card won’t work but it works on all the other workspaces. 4 hrs wasted so far. Almost ready to use a different service provider!
