I understand you’re experiencing billing issues related to an accidental concurrency limit adjustment from 20 to 179 concurrent calls(1). This situation is similar to other reported cases where UI lag caused unintended concurrency changes(2)(3)(4).
Based on the available information, when you increase concurrency, Retell AI prorates the charge(3). For example, if your billing cycle starts on the 1st of the month and you purchase additional concurrency on the 15th, you will be charged only for the remaining days in the cycle(3).
Since you’ve already submitted a support ticket, that’s the correct first step(2)(5). The Retell AI support team will need to review your account and billing history to resolve duplicate or incorrect charges(2)(5).
For billing and refund requests related to accidental charges, you should contact:
- Email support at support@retellai.com(2)
- Visit Contact Sales(2)
- Ask questions on Discord(2)
- Visit https://github.com/RetellAI/[(2)](https://community.retellai.com/t/urgent-incorrect-concurrency-charge-and-upcoming-invoice-review/709)
When the support team reviews your case, they can investigate your concurrency usage logs and help correct the invoices if needed(4). In similar cases, the team has been able to add credits or refunds after reviewing the situation(3).