Urgent: ToS Flag Appeal

Support Help
1

Hi Retell AI Support Team and @Omar_Ashraf @anaomart

I’m reaching out regarding an urgent issue affecting our production workflows. Our account (Org ID: org_TpB1CpI2UVx71f1t) has been flagged for a potential Terms of Service violation, resulting in repeated blocked outbound call attempts beginning on February 19, 2026. I have not received any email from Retell support regarding why we have been blocked or how to lift it.

We want to be fully transparent and cooperative in resolving this as quickly as possible.

BLOCKED CALL LOG

Below is the complete list of blocked call attempts on this account, which we are providing to assist your review:

• Feb 19, 10:47 PM ET – Jeff Gunderson (+12625273004)
• Feb 21, 7:27 PM ET – Kevin May (+12243376792)
• Feb 21, 8:58 PM ET – Jim Stemple (+18154030478)
• Feb 21, 8:59 PM ET – Aidan Lynch (+19208720733)
• Feb 22, 9:26 AM ET – Eileen Schroeder (+12628868543)
• Feb 24, 6:28 AM ET – Unknown Return Inbound Caller (+12627584705)
• Feb 24, 9:09 PM ET – Carol Stone (+18475023093)

ABOUT THE BUSINESS
We operate PropertyBots.AI, an AI-powered voice and SMS automation platform serving licensed real estate professionals and investors. The client in question is Royal Real Estate (royalresolutions.com) — a legitimate real estate services company.

Our use case is outbound lead qualification for motivated seller leads, a standard and lawful application in the real estate industry. We only call sellers who submit online webforms and opt-in to be contacted by our client.

COMPLIANCE DOCUMENTATION WE CAN PROVIDE
We are prepared to submit any or all of the following upon request:

• IRS CP-575 (EIN confirmation letter) for our LLC
• Verified Brand and Campaign registration via A2P 10DLC
• Client’s business registration and website (royalresolutions.com)
• Call scripts and agent prompts for review
• Sample call recordings demonstrating compliant conversations

OUR REQUEST
We respectfully ask that you:

  1. Share the specific reason our account was flagged so we can address it directly
  2. Temporarily restore access while the review is underway, or expedite the review given our compliance documentation
  3. Provide a dedicated contact we can work with to resolve this quickly, as this outage is directly impacting our client’s business operations

We take compliance seriously and have no interest in any use that would violate Retell’s ToS or applicable telecom regulations. We are happy to jump on a call with your trust and safety team at your earliest convenience.

Thank you for your time — we look forward to getting this resolved.

2

I understand you’re experiencing blocked outbound calls and need urgent assistance to resolve this issue.

Based on similar cases in the community, when an account is flagged for potential Terms of Service violations, the resolution process typically involves direct communication with Retell’s support team(1). In a comparable situation where a user’s AI agent was flagged for impersonation concerns, they provided documentation showing the client relationship, and support responded to unblock the agent(1).

For your specific situation with blocked outbound calls, I recommend:

Immediate Action: Share your agent ID with support to expedite the review process(1). This has been shown to speed up resolution in similar cases(1).

Documentation Submission: The compliance documentation you’ve prepared (business registration, A2P 10DLC registration, client verification from royalresolutions.com, and call scripts) aligns with what support typically needs to verify legitimate use cases(1).

Direct Contact Channels:

Compliance Context: Retell’s Acceptable Use Policy requires that services are used only for lawful purposes and prohibits altering caller ID information with intent to defraud or cause harm(2). For telemarketing compliance, you must obtain prior express consent for auto-dialed or prerecorded calls, document proof of consent, and maintain records for at least five years(2). Your mention of opt-in webforms suggests you’re following these requirements(2).

Since you haven’t received an email explanation yet, providing your agent ID and organization details directly to support should help initiate the review process more quickly(1).

3

I shared everything with support via email and have not received any responses. Is there a specific point of contact that you could refer me to?

4

Hello @kevin1

I see that the team answered you.

5

Yes Omar. We got it taken care of. Thank you for the prompt response.