Hi Retell Support — I need help urgently for a client deployment.
Issue #1 (Blocking): n8n → Retell agent returns 404 with a message that the agent “might violate Terms of Service.”
This happens when I trigger the agent from n8n (API/workflow execution).
The agent is for a legitimate client use case (The Cut mobile application: customer communications / booking + follow-up).
Can you please confirm what specifically is being flagged (prompt content, call flow, endpoint, account/workspace, number, etc.) and what needs to change so the agent can run?
403 - “{\“status\”:\“error\”,\“message\”:\“The agent associated with this call failed due to potential of violation of Retell’s Terms of Service. Please look for an email from support@retellai.com for more details.\”}”
Issue #2: SMS enablement / campaign keeps getting denied (“CTA unclear / don’t understand call to action”).
My SMS opt-in is collected inside The Cut mobile app during onboarding / settings. Users enter their number and explicitly opt-in to SMS.
Do you require a public link to the opt-in screen or is a screenshot/video of the in-app flow acceptable?
If you can, please point out exactly what needs to be included in the CTA field for approval. I want to make sure our opt-in language, sample messages, and use case match what carriers require.
Thanks — this is client-blocking and I’d appreciate the fastest path to resolution.
I’ll help you address both issues based on the available information.
Issue #1: 403 Error - Terms of Service Violation
The 403 error you’re receiving indicates your agent has been flagged for a potential Terms of Service violation(1). When this occurs, you should receive an email from support@retellai.com requesting documentation to resolve the issue(1).
The email typically asks for information such as(1):
The nature of your calls
Where you obtain end-user information prior to placing calls
Your planned course of action to address any unhealthy metrics
Respond to that email with the requested documentation proving business ownership and addressing their concerns(1)
If you haven’t received an email, contact support@retellai.com directly with your workspace ID and agent ID(1)
Note that agents may be banned if violations occur repeatedly, and unbanning may become more difficult with each occurrence(1).
Issue #2: SMS Campaign Approval
When SMS campaigns are rejected, you should receive an email notification with the rejection reason(2). Common reasons for application rejection include(2):
The campaign application did not provide detailed information on the use case and sample messages
Opt-in workflow was not explained clearly
Business profile or brand was not approved due to missing or incorrect business information
For successful campaign submission, ensure your sample messages(2):
Identify the end user
Identify yourself and your business
Explain what the text message is about
Include opt-out language (e.g., “Reply STOP to opt out”)
Include a website link if applicable
Regarding your in-app opt-in:
You must explain clearly how users opted in or chose to receive messages(2). This includes describing how users selected a checkbox agreeing to receive text messages and including a sample opt-in message(2). Your opt-in form must have proper disclosure language clearly stating users are agreeing to receive messages and can opt out(2).
While the documentation doesn’t explicitly state whether screenshots are acceptable versus public links, you should provide the clearest documentation possible of your opt-in flow when resubmitting.
Next Steps:
Contact support@retellai.com directly with your workspace details, agent ID, and phone number for Issue #1, and provide comprehensive opt-in documentation for Issue #2.
As of today (Feb 23, 2026), the workflow stopped working and now returns 403.
Request:
Can you confirm exactly why I’m receiving 403 (account restriction, agent restriction, API key issue, phone number/caller ID restriction, compliance hold, ToS flag, etc.) and restore service?