# Verification Needed:Your account is on hold for further verification due to high volume calls, please contact support@retellai.com with your company’s name, use case, and verification that you represent the company **URL:** \ **Category:** Support Help\ **Tags:** general\ **Created:** [May 15, 2026, 9:35pm UTC](https://community.retellai.com/t/verification-needed-your-account-is-on-hold-for-further-verification-due-to-high-volume-calls-please-contact-support-retellai-com-with-your-company-s-name-use-case-and-verification-that-you-represent-the-company/2730 "2026-05-15T21:35:59Z")\ **Posts on this page:** 9\ **Page:** 1
**Author:** ![rick](https://yyz2.discourse-cdn.com/flex008/user_avatar/community.retellai.com/rick/32/1243_2.png) [@rick](https://community.retellai.com/u/rick)\ **Post date:** [May 15, 2026, 9:35pm UTC](https://community.retellai.com/t/verification-needed-your-account-is-on-hold-for-further-verification-due-to-high-volume-calls-please-contact-support-retellai-com-with-your-company-s-name-use-case-and-verification-that-you-represent-the-company/2730/1 "2026-05-15T21:35:59Z")
I emailed in everything that was required, and I’ve been waiting for our response. Anyone know how long this review normally takes and how long my business will be duffering? -Rick ---
**Author:** ![discourse\_ai\_spam](https://avatars.discourse-cdn.com/v4/letter/d/c68b51/32.png) [@discourse\_ai\_spam](https://community.retellai.com/u/discourse_ai_spam)\ **Post date:** [May 15, 2026, 9:36pm UTC](https://community.retellai.com/t/verification-needed-your-account-is-on-hold-for-further-verification-due-to-high-volume-calls-please-contact-support-retellai-com-with-your-company-s-name-use-case-and-verification-that-you-represent-the-company/2730/2 "2026-05-15T21:36:01Z")
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**Author:** ![system](https://canada1.discourse-cdn.com/flex008/uploads/retell1/original/2X/a/a06e2942efdc48016940732a05d1274957507ee3.png) [@system](https://community.retellai.com/u/system)\ **Post date:** [May 16, 2026, 12:53pm UTC](https://community.retellai.com/t/verification-needed-your-account-is-on-hold-for-further-verification-due-to-high-volume-calls-please-contact-support-retellai-com-with-your-company-s-name-use-case-and-verification-that-you-represent-the-company/2730/3 "2026-05-16T12:53:50Z")
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**Author:** ![Shah-Fazal](https://yyz2.discourse-cdn.com/flex008/user_avatar/community.retellai.com/shah-fazal/32/2522_2.png) [@Shah-Fazal](https://community.retellai.com/u/Shah-Fazal)\ **Post date:** [May 16, 2026, 12:55pm UTC](https://community.retellai.com/t/verification-needed-your-account-is-on-hold-for-further-verification-due-to-high-volume-calls-please-contact-support-retellai-com-with-your-company-s-name-use-case-and-verification-that-you-represent-the-company/2730/4 "2026-05-16T12:55:11Z")
Hey @rick Can you share your email from which you mailed us. I’ll let the team know about it to review. Thank You ---
**Author:** ![rick](https://yyz2.discourse-cdn.com/flex008/user_avatar/community.retellai.com/rick/32/1243_2.png) [@rick](https://community.retellai.com/u/rick)\ **Post date:** [May 16, 2026, 2:06pm UTC](https://community.retellai.com/t/verification-needed-your-account-is-on-hold-for-further-verification-due-to-high-volume-calls-please-contact-support-retellai-com-with-your-company-s-name-use-case-and-verification-that-you-represent-the-company/2730/5 "2026-05-16T14:06:48Z")
The email came from [rick@exec-strategy.com](mailto:rick@exec-strategy.com). What other information do you need? ---
**Author:** ![rick](https://yyz2.discourse-cdn.com/flex008/user_avatar/community.retellai.com/rick/32/1243_2.png) [@rick](https://community.retellai.com/u/rick)\ **Post date:** [May 16, 2026, 2:25pm UTC](https://community.retellai.com/t/verification-needed-your-account-is-on-hold-for-further-verification-due-to-high-volume-calls-please-contact-support-retellai-com-with-your-company-s-name-use-case-and-verification-that-you-represent-the-company/2730/6 "2026-05-16T14:25:19Z")
Do you need the actual email thread of what I sent? ---
**Author:** ![Shah-Fazal](https://yyz2.discourse-cdn.com/flex008/user_avatar/community.retellai.com/shah-fazal/32/2522_2.png) [@Shah-Fazal](https://community.retellai.com/u/Shah-Fazal)\ **Post date:** [May 16, 2026, 5:11pm UTC](https://community.retellai.com/t/verification-needed-your-account-is-on-hold-for-further-verification-due-to-high-volume-calls-please-contact-support-retellai-com-with-your-company-s-name-use-case-and-verification-that-you-represent-the-company/2730/7 "2026-05-16T17:11:27Z")
@rick I’ll send this email to team to check . ---
**Author:** ![rick](https://yyz2.discourse-cdn.com/flex008/user_avatar/community.retellai.com/rick/32/1243_2.png) [@rick](https://community.retellai.com/u/rick)\ **Post date:** [May 16, 2026, 5:35pm UTC](https://community.retellai.com/t/verification-needed-your-account-is-on-hold-for-further-verification-due-to-high-volume-calls-please-contact-support-retellai-com-with-your-company-s-name-use-case-and-verification-that-you-represent-the-company/2730/8 "2026-05-16T17:35:52Z")
Thank you. We spent a lot of time building our agents and incorporating it into our business and having it stop on a Friday really hurt us. We are a licensed and compliant company and we want to continue using your platform. I will continue to provide anything needed. ---
**Author:** ![Shah-Fazal](https://yyz2.discourse-cdn.com/flex008/user_avatar/community.retellai.com/shah-fazal/32/2522_2.png) [@Shah-Fazal](https://community.retellai.com/u/Shah-Fazal)\ **Post date:** [May 18, 2026, 2:46pm UTC](https://community.retellai.com/t/verification-needed-your-account-is-on-hold-for-further-verification-due-to-high-volume-calls-please-contact-support-retellai-com-with-your-company-s-name-use-case-and-verification-that-you-represent-the-company/2730/9 "2026-05-18T14:46:50Z")
Hello @rick Multiple agents under this account ([rick@exec-strategy.com](mailto:rick@exec-strategy.com)) were flagged by the automated system for the following reasons: - Silent agent scam: Agent remained silent with no greeting or interaction. - Transfer scam: Soliciting personal details then immediately transferring without providing any service is a common transfer scam tactic. To avoid such flags, we recommend following these guidelines: 1. Make sure the agent clearly identifies who they are and who they represent at the start of the call. 2. Make sure the agent states the purpose of a transfer before making it. 3. Avoid generic phrases like “please connect me to…” without explanation. 4. If using IVR / transfer prompts, they should contain clear step-by-step rules for what to do. 5. For warm-transfers, make sure to add instructions so the AI briefly explains the context to the receiving human. 6. Reduce the Silence Time on the AI starts speaking after silence option. 7. If you are encountering IVR Systems / Voicemail, you can enable IVR Hangup and Voicemail Detection on the agent’s Call Settings. We have unbanned the agents, but please make sure to make any necessary changes as per the guidelines above. Thank You