URGENT: Unable to purchase credits — invoices are being automatically voided

Support Help
1

Hello Retell Support Team,

My workspace, Casos ART, currently has a $0 credit balance, which is blocking all inbound calls.

Whenever I try to purchase credits, I receive the following error:

“Failed to create invoice / Failed to create credit top-up invoice.”

I have already added my card manually without using Stripe Link and set it as the default payment method. However, the issue persists: Retell creates $10 invoices, but Stripe immediately marks them as void.

Org ID: org_DP8tYcrl4dfKyT4J

I have also emailed the support team. Could you please review my workspace and urgently enable credit purchases? This issue is currently preventing our agent from receiving customer calls.

I’m attaching screenshots of the error.

Thank you.

2

Hey @casosart1 I’m checking this with the team and will get back to you as soon as I have an update.

Thank You

3

Hello @casosart1 We took a look at the top-up attempts on Casos ART and every $10 charge is being declined by our payment processor, the reason is that the card currently on file is a prepaid card, and prepaid cards aren’t accepted for credit top-ups on Retell.

Could you add a standard credit card (not prepaid, not a Link) as the default payment method and try the top-up again? Once a chargeable card goes through, the credit balance will update and inbound calls will resume automatically.

Thank You