Our production voice-agent workspace became unusable after an apparent billing reconciliation. The prepaid balance unexpectedly dropped to zero, Billing > Usage now shows zero cost and zero minutes despite populated call history and a current invoice, Home repeatedly returns Resource Not Found/permission errors on desktop and mobile, and Conductor returns 402. Production calls are blocked.
We emailed support several times without receiving a ticket acknowledgement. The Customer Support Portal authenticates our admin email but then says Access Denied, so we cannot track the request. We have also submitted the official outage form.
Could a Retell staff member please confirm that support has received this and contact us privately through the email associated with this community account? We can provide the workspace ID, invoice, screenshots, and transaction-level audit privately.
@Omar_Ashraf, sorry to tag you directly, but production is blocked and both the support portal and the normal email acknowledgement path are failing. The official outage report has been submitted. Could you please help route this to the appropriate support person?
Thank you. The Workspace ID is org_1qLxr3wpvSIG1y6O. The associated Retell email is the same address registered to this community account; I’m avoiding posting the full account email publicly. Nilesh already has it in the active support email thread, and I can provide it through a private channel if needed.
Update: Retell restored the missing balance and production access. Billing > Usage has now repopulated. However, our request for review and escalation of service-interruption compensation has not yet received a response.
Please route the remaining compensation escalation to the appropriate team. I’ll mark the topic resolved once the escalation receives a final response.