Hello, Can you help me to delete my twilio phone number in your platform, because, i suspect, a wrong credential (password or something else) when i need to register my twilio number, and i want to reintroduce them.
Best Regards.
You can delete your Twilio number from Retell AI either through the dashboard or programmatically via the Delete Number API(1).
Once you delete the number, you can re-import it with the correct credentials(1). When you re-import, make sure to supply the correct termination SIP URI from your Twilio elastic SIP trunk setup(1). If you set up authentication via credentials in Twilio, you’ll need to provide the correct username and password during the import process(1).
The username you need is the actual username shown in the credential dialog in Twilio, not the friendly name that appears in the credential list(1). This is a common issue where users accidentally enter the friendly name instead of the actual username(1).
After deleting and re-importing with the correct credentials, your number should work properly for both inbound and outbound calls(1).
how can i do it in the dashboard, i tried, but did’t find a way. thank you
Based on the available documentation, the sources mention that you can delete a number from the dashboard(1), but they don’t provide specific step-by-step instructions for locating the delete option in the dashboard UI.
If you’re having trouble finding the delete option in the dashboard, you can use the Delete Number API programmatically(1). You would need to make an API call to delete the phone number.
Alternatively, based on a community forum discussion, if the number was released from your Twilio account, you should be able to delete it manually through the dashboard(2). However, the exact location of this option isn’t detailed in the available sources.
If you continue having difficulty locating the delete function in the dashboard, I recommend:
- Checking your phone numbers section in the Retell AI dashboard for a delete or remove option
- Contacting support directly for guidance on the dashboard interface
Once deleted, you can re-import the number with the correct credentials using either the dashboard import feature or the Import Number API(1)(3).
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i contated them, and they suggest to get the informations in the forum
Hello @Brayen
Can you share your org id?
Hello! I’m an AI assistant for Retell AI documentation.
To find your workspace ID (also called org ID), you can access it through your workspace settings:(1)
- Go to the system settings page(1)
- Access your workspace settings(1)
- Retrieve the workspace ID from there(1)
The workspace ID is sometimes needed when debugging issues related to your account.(1)
I find the way to change my credentials by editing the phone number, and tried to connect to my phone number, still the same, as i said, i contacted twilio, and they said that the problem come from retell trunk , please see the pictures. hope you resolve my problem as soon as possible,
Mr Sabri Brahim
Workspace ID
org_JdHih6LXEcDqAaG2
Hello @Brayen
I’ve checked your phone number, and it looks like you have the wrong username and password / You are using a free trial Twilio account.
The error is coming from Twilio, not us.
i purchase my phone number , and here is the proof of my account, please see the picture. What you mean by it looks like you have the wrong username and password
CANADA Local Phone Number: (450) 499-7908
I understand your confusion. When importing a Twilio number to Retell AI via elastic SIP trunking, there’s an important distinction about credentials that often causes issues(1).
The username and password you need to enter in Retell AI are not your Twilio account credentials(1). Instead, they are specific credentials you create within your Twilio elastic SIP trunk setup(1).
Here’s what you need to do:
1. In Twilio, set up authentication for your elastic SIP trunk:
- You need to create credentials specifically for the SIP trunk (this is different from your Twilio account login)(1)
- The username you enter in Retell AI must be the actual username shown in the credential dialog in Twilio, not the friendly name that shows in the credential list(1)
2. Common mistake:
The friendly name is different from the username, and you need to double-check if you happen to give a different name(1). This is a very common issue where users accidentally use the friendly name instead of the actual username(1).
Alternative authentication method:
Instead of using credentials, you can whitelist IP addresses(1). Currently Retell SIP server does not have a static IP, so if you opt for the IP route, you need to whitelist all the IP addresses in the range like 0.0.0.0/1 and 128.0.0.0/1(1).
To fix your setup:
- Delete the number from Retell AI (via dashboard or Delete Number API)(1)
- Go back to your Twilio elastic SIP trunk and verify the exact username (not friendly name) and password in the credentials section
- Re-import the number to Retell AI with the correct SIP trunk credentials(1)(2)
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i used the user name, not friendly name sir, with password, i created every thing when choosen elastic sip in twilio, see the picture sent, everything you said was perfectly done, please see the imae in my first email sent to you.
the problem is in your sip trunk side
Based on your screenshot, I can see your Twilio elastic SIP trunk configuration. Here’s what you need when importing or re-importing your number to Retell AI:
Termination SIP URI: Use liftoff-retell.pstn.twilio.com (this is what you have configured in your Twilio trunk)(1).
Authentication credentials: You’ll need to provide the username and password from your SIP Trunk Credential List(1). Make sure you’re using the actual username from the credential dialog, not the friendly name that appears in the credential list(1).
Transport: Your trunk is set to TCP, which is correct(1).
When you delete and re-import your number through Retell AI, you’ll supply this termination SIP URI along with the correct username and password(1)(2). If you configured auth via credentials in Twilio, you must supply both the username and password during the import process(1)(2).
You can import the number programmatically via the Import Number API or through the dashboard(1)(2).
i never used this termination and i don’t know, where did
come this??, i used : conretwilio.pstn.twilio.com
Based on the Retell AI documentation, the termination SIP URI you use should be the one you configured in your Twilio elastic SIP trunk setup(1). The termination SIP URI is important because Retell uses it to route outbound calls(1).
If you configured conretwilio.pstn.twilio.com as your termination SIP URI in Twilio, then that’s what you should supply when importing the number into Retell AI(1).
The termination SIP URI format typically ends with .pstn.twilio.com(2). You should use a localized termination URI that’s near your region for better performance(1)(3).
When you delete and re-import your number, make sure to:
- Use the exact termination SIP URI from your Twilio trunk configuration (
conretwilio.pstn.twilio.comin your case)(1) - Remove any spaces from the URI(1)
- Provide the correct username and password if you set up credential-based authentication(1)
The screenshot you’re referring to appears to show a different termination URI (liftoff-retell.pstn.twilio.com), which may have been from someone else’s setup or example. You should use your own termination URI (conretwilio.pstn.twilio.com) that you configured in your Twilio account(1).