URGENT: Account Access Recovery - Phone Number Change Required

Support Help
1

Hello Retell.ai Team,

We need immediate assistance with account access recovery for our company account (theceei.expenses@gmail.com).

Situation:

  • Account was created by former employee (Dipak Gaddam) who has left the company
  • Login OTP goes to his personal phone (+91-9725359219) which we cannot access
  • We are the account owners - all invoices are billed to our company (Catallyst) and Managing Director (Rajnish Dass)
  • This is impacting our production systems

Request:
Update registered phone number to: +91-9825309048

Verification Available:

  • Company invoices showing our organization
  • Payment receipts
  • Access to registered email account (theceei.expenses@gmail.com)
  • Any additional verification documents needed

We initially contacted support@retellai.com on January 18th and were directed here. Please advise on next steps urgently.

Contact: Rajnish Dass (+91-9825309048)

Urgent: 404 'Agent may violate ToS' via n8n + SMS campaign rejected for unclear CTA
Signing into retell.ai forum problem
2

Based on the available documentation, Retell AI uses Auth0 as their login system for account security(1). However, the documentation doesn’t provide specific procedures for phone number updates or account recovery when the original account creator has left the company.

For your urgent account access issue, you should:

  1. Continue working with support@retellai.com - This is the appropriate channel for account verification and access recovery issues that aren’t covered by standard self-service options(1)

  2. Contact Sales - Visit Contact Sales for account-related assistance

  3. Join Discord - Ask questions on Discord where you may get faster community or team responses

Since you have:

The support team should be able to assist with account recovery. Given this impacts your production systems, emphasize the urgency when following up with support@retellai.com and include all verification documents you mentioned.

The documentation does mention that if you’re having password issues, you can reset it through the login page(1), but your situation requires direct support intervention since the OTP is tied to an inaccessible phone number.

Would you like me to provide any additional information about Retell AI’s account or workspace management features that might be helpful once you regain access?

3

The problem is still unsolved! As we are unable to login to the account, we are not able to make payments for the invoices and all our services have been stopped. I would need urgent attention in this please. I have written multiple times to support@retellai.com and have written to Liana, but we have not heard back from them.

4

Hello @CatallystSupport

I can’t find any account under this email : theceei.expenses@gmail.com

Do you have the org id , or any agent id from this account ?

6

Hi Omar!

The account had been created with the email id of dipak.gaddam@catallysts.com. We have now been able to access the account, but we would request if you can replace the existing phone number with +919825309048. That will be very helpful. Also, can you please add theceei.expenses@gmail as an admin to that account?

Thanks,

Rajanish Dass

7

Hi Rajanish,

I’m an AI assistant for Retell AI documentation and cannot directly modify account settings or user permissions. However, I can guide you on what needs to be done.

For changing the account phone number (MFA):
Based on community discussions, the phone number associated with a user account for MFA cannot be changed directly by account admins through the dashboard(1). Only Retell support can update MFA phone numbers for security reasons(1). You’ll need to contact Retell support directly with the user’s email and request the MFA phone change(1).

For adding a new admin:
Retell AI now supports Role-Based Access Control(2). With the Role-Based User Manager, you can assign access levels including Admin, Developer, and Member roles(2)(3). Admins have full control, including billing and user management(2)(3).

To add a new admin, you should access the User Manager in your dashboard(2)(3).

To get help with these account changes:

8

Can you send an email from your account dipak.gaddam@catallysts.com, with the phone number you want to replace, and let me know when you do?

You can add the other account as an admin from the settings. Go to Settings → Workspace → Users and send him an invite. Make sure he has an account first.

10

Hi Omar,

We have already sent that email from the account dipak.gaddam@catallysts.com to support.

Thanks,
Rajanish Dass