Unable to purchase US phone number despite UPI being saved as default payment method

Support Help
1

Hi Retell Support,

I’m unable to purchase a US phone number for my CHANCHAL AI workspace.

My Stripe billing page shows UPI as the Default payment method, and my Retell workspace has $6.42 credits. However, when I go to Phone Numbers → Buy New Number → United States → Standard ($2/month), the purchase screen still shows “Add payment method” and the Purchase button is not available.

I have already refreshed the dashboard and confirmed that the UPI payment method is saved successfully in Stripe.

Could you please confirm:

  1. Is UPI supported for purchasing the $2/month Retell phone-number subscription?
  2. If yes, why is my workspace still showing “Add payment method”?
  3. Does my workspace require a credit/debit card specifically for phone-number subscriptions?

I do not want to enable auto-recharge or purchase additional credits. I only want to purchase one US number for testing my AI voice agent.

Thank you.

2

Hey @chanchalthakur6290

Thanks for the detailed information.

Could you please share your Organization/Workspace ID along with a screenshot of the Phone Number purchase screen showing the “Add payment method” message? Please make sure to redact any sensitive payment information.

Best Regards.