# Urgent: KYC Verification Failed - Unable to Purchase Number

**URL:** <https://community.retellai.com/t/urgent-kyc-verification-failed-unable-to-purchase-number/891>\
**Category:** Support Help\
**Tags:** unsolved\
**Created:** [February 19, 2026, 12:18pm UTC](https://community.retellai.com/t/urgent-kyc-verification-failed-unable-to-purchase-number/891 "2026-02-19T12:18:35Z")\
**Posts on this page:** 1\
**Showing post:** 2

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**Author:** ![support2](https://yyz2.discourse-cdn.com/flex008/user_avatar/community.retellai.com/support2/32/15_2.png) [@support2](https://community.retellai.com/u/support2)\
**Post date:** [February 19, 2026, 12:18pm UTC](https://community.retellai.com/t/urgent-kyc-verification-failed-unable-to-purchase-number/891/2 "2026-02-19T12:18:50Z")

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For KYC verification failures with government ID, you need to contact [support@retellai.com](mailto:support@retellai.com) directly with your documents for manual verification[(1)](https://community.retellai.com/t/kyc-verification-failed-government-id-verification-failed-please-contact-support-retellai-com-for-assistance/339)[(2)](https://discord.com/channels/1186424376300679209/1455756619353817109)[(3)](https://discord.com/channels/1186424376300679209/1451700543687757876).

When you email support, include:

- Your account email
- Your Workspace ID (found in account settings at the bottom left of the dashboard)[(4)](https://community.retellai.com/t/kyc-verification-failed/279)
- Your government-issued ID documents[(1)](https://community.retellai.com/t/kyc-verification-failed-government-id-verification-failed-please-contact-support-retellai-com-for-assistance/339)[(2)](https://discord.com/channels/1186424376300679209/1455756619353817109)
- Mention that you received a “Government ID verification failed” error[(1)](https://community.retellai.com/t/kyc-verification-failed-government-id-verification-failed-please-contact-support-retellai-com-for-assistance/339)

The support team will review your case and manually verify your account[(1)](https://community.retellai.com/t/kyc-verification-failed-government-id-verification-failed-please-contact-support-retellai-com-for-assistance/339)[(3)](https://discord.com/channels/1186424376300679209/1451700543687757876). Note that each person can verify only one account, and the system detects duplicate identities[(5)](https://docs.retellai.com/accounts/kyc). If you previously had a verified account that was deleted, mention this in your support email as it may require special handling[(5)](https://docs.retellai.com/accounts/kyc)[(4)](https://community.retellai.com/t/kyc-verification-failed/279).

Manual verification requests typically take some time to process, so please allow the team a few days to review your case[(3)](https://discord.com/channels/1186424376300679209/1451700543687757876).

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_[View the full topic](https://community.retellai.com/t/urgent-kyc-verification-failed-unable-to-purchase-number/891)._