Updating Account Email Address

Support Help
1

Hi Retell Support Team,

I would like to update the email address associated with my Retell AI account. Could you please assist me in migrating to the new email address?

I have live agents currently active, and it is critical that I maintain service continuity. Specifically, if this process requires a full migration, I need to ensure:

  • Zero Downtime: Will these agents remain active during the migration? If there is any expected downtime, please let me know the window so I can plan accordingly.

  • Number Retention: I need to ensure that the active phone numbers I have purchased remain linked to my agents and move seamlessly to the new email profile.

  • Configuration: That all existing LLM prompts, tool definitions, and API keys remain functional.

Please let me know if there are any additional verification steps required to complete this change. Thank you for your help!

2

Based on the available sources, Retell AI does not support direct email address changes for existing accounts(1).

When a user requested an email correction from a typo, the Retell AI team indicated that the solution is to sign up with a new account(1).

Regarding your concern about migrating agent configurations, when asked if agent flows could be copied to a new account, the response indicated it’s not possible through the dashboard, but you could use the API to retrieve and recreate configurations(1):

  • Use the Get Retell LLM API to retrieve your existing agent configuration(1)
  • Then use the Create LLM API to recreate it in the new account(1)

Important considerations for your situation:

Since you have live agents and phone numbers, this manual migration approach would likely result in downtime and require you to:

  • Manually retrieve all agent configurations via API
  • Recreate them in the new account
  • Reassign phone numbers to the new agents

Given the complexity of your requirements (zero downtime, number retention, and configuration preservation), I recommend contacting Retell AI support directly at support@retellai.com(2) to discuss enterprise-level migration options that may not be available through standard processes.

3

So does this mean it is not possible to have the address changed? I dont want to go through the work of changing everything over manually to a new account…

4

Hello @justin.t.arcese

Please email us at support@retellai.com

with the email you want to change to.