# Your account is on hold for further verification due to high volume calls **URL:** \ **Category:** Support Help\ **Created:** [January 14, 2026, 8:37pm UTC](https://community.retellai.com/t/your-account-is-on-hold-for-further-verification-due-to-high-volume-calls/441 "2026-01-14T20:37:28Z")\ **Posts on this page:** 20\ **Page:** 1
**Author:** ![tdg](https://avatars.discourse-cdn.com/v4/letter/t/90db22/32.png) [@tdg](https://community.retellai.com/u/tdg)\ **Post date:** [January 14, 2026, 8:37pm UTC](https://community.retellai.com/t/your-account-is-on-hold-for-further-verification-due-to-high-volume-calls/441/1 "2026-01-14T20:37:28Z")
I have submitted requested items and have not received a response. I am still being billed. ---
**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:** [January 14, 2026, 8:37pm UTC](https://community.retellai.com/t/your-account-is-on-hold-for-further-verification-due-to-high-volume-calls/441/2 "2026-01-14T20:37:29Z")
Unlisted on January 14, 2026, 8:37pm UTC ---
**Author:** ![support2](https://yyz2.discourse-cdn.com/flex008/user_avatar/community.retellai.com/support2/32/15_2.png) [@support2](https://community.retellai.com/u/support2)\ **Post date:** [January 14, 2026, 8:37pm UTC](https://community.retellai.com/t/your-account-is-on-hold-for-further-verification-due-to-high-volume-calls/441/3 "2026-01-14T20:37:45Z")
I don’t have specific information in the available sources about how to handle situations where you’ve submitted requested items but haven’t received a response while still being billed. However, based on the billing structure, Retell AI charges on a monthly basis (Subscription Period)[(1)](https://www.retellai.com/legal/terms-of-service). If you wish to stop being billed, you must delete your workspace or remove all subscription-based items (e.g., phone numbers) before the end of the current Subscription Period[(1)](https://www.retellai.com/legal/terms-of-service). If you don’t take action, subscription items will automatically renew for the next period[(1)](https://www.retellai.com/legal/terms-of-service). For immediate assistance with your specific billing issue, you can: - Visit [Contact Sales](https://retellai.octolane.com/)[(1)](https://www.retellai.com/legal/terms-of-service) - Ask questions on [Discord](https://discord.com/invite/wxtjkjj2zp)[(2)](https://retell.discourse.group/t/about-the-billing-and-account-related-category/35) - Visit [https://github.com/RetellAI/](https://github.com/RetellAI/)[(2)](https://retell.discourse.group/t/about-the-billing-and-account-related-category/35) The Retell AI team monitors the Billing and Account Related category regularly and will follow up to resolve your issue[(2)](https://retell.discourse.group/t/about-the-billing-and-account-related-category/35). ---
**Author:** ![system](https://canada1.discourse-cdn.com/flex008/uploads/retell1/original/2X/a/a06e2942efdc48016940732a05d1274957507ee3.png) [@system](https://community.retellai.com/u/system)\ **Post date:** [January 19, 2026, 12:03pm UTC](https://community.retellai.com/t/your-account-is-on-hold-for-further-verification-due-to-high-volume-calls/441/4 "2026-01-19T12:03:18Z")
Listed on January 19, 2026, 12:03pm UTC ---
**Author:** ![Omar\_Ashraf](https://yyz2.discourse-cdn.com/flex008/user_avatar/community.retellai.com/omar_ashraf/32/102_2.png) [@Omar\_Ashraf](https://community.retellai.com/u/Omar_Ashraf)\ **Post date:** [January 19, 2026, 12:05pm UTC](https://community.retellai.com/t/your-account-is-on-hold-for-further-verification-due-to-high-volume-calls/441/5 "2026-01-19T12:05:07Z")
Hello @tdg Can you share your Org id? And did you send an email to [support@retellai.com](mailto:support@retellai.com) with the requested documents? ---
**Author:** ![tdg](https://avatars.discourse-cdn.com/v4/letter/t/90db22/32.png) [@tdg](https://community.retellai.com/u/tdg)\ **Post date:** [January 19, 2026, 1:15pm UTC](https://community.retellai.com/t/your-account-is-on-hold-for-further-verification-due-to-high-volume-calls/441/7 "2026-01-19T13:15:11Z")
Hello, org\_TCM2BiXyynI1wetz Yes, i have emailed support all documents. ---
**Author:** ![Omar\_Ashraf](https://yyz2.discourse-cdn.com/flex008/user_avatar/community.retellai.com/omar_ashraf/32/102_2.png) [@Omar\_Ashraf](https://community.retellai.com/u/Omar_Ashraf)\ **Post date:** [January 19, 2026, 1:30pm UTC](https://community.retellai.com/t/your-account-is-on-hold-for-further-verification-due-to-high-volume-calls/441/8 "2026-01-19T13:30:39Z")
I see you didn’t send the business registration Can you send it, and let me kno,w and I will forward your ticket to be unblocked ---
**Author:** ![tdg](https://avatars.discourse-cdn.com/v4/letter/t/90db22/32.png) [@tdg](https://community.retellai.com/u/tdg)\ **Post date:** [January 19, 2026, 2:47pm UTC](https://community.retellai.com/t/your-account-is-on-hold-for-further-verification-due-to-high-volume-calls/441/9 "2026-01-19T14:47:38Z")
Business formation was sent. How can i attach here? Its not letting me upload a pdf. ---
**Author:** ![support2](https://yyz2.discourse-cdn.com/flex008/user_avatar/community.retellai.com/support2/32/15_2.png) [@support2](https://community.retellai.com/u/support2)\ **Post date:** [January 19, 2026, 2:47pm UTC](https://community.retellai.com/t/your-account-is-on-hold-for-further-verification-due-to-high-volume-calls/441/10 "2026-01-19T14:47:59Z")
I don’t have specific information in the available sources about how to upload PDF documents for business formation verification directly through this interface. Based on a similar situation, if you’re experiencing issues with business verification, you should submit your IRS EIN Confirmation Letter and a Good Standing certificate, then request manual review[(1)](https://discord.com/channels/1186424376300679209/1390006462771888168). For assistance with uploading documents or manual verification of your business formation, please contact: - Visit [Contact Sales](https://retellai.octolane.com/) - Ask questions on [Discord](https://discord.com/invite/wxtjkjj2zp) - Visit [https://github.com/RetellAI/](https://github.com/RetellAI/) The support team can guide you on the proper channel for submitting your business formation documents and expedite the verification process[(1)](https://discord.com/channels/1186424376300679209/1390006462771888168). ---
**Author:** ![tdg](https://avatars.discourse-cdn.com/v4/letter/t/90db22/32.png) [@tdg](https://community.retellai.com/u/tdg)\ **Post date:** [January 19, 2026, 3:14pm UTC](https://community.retellai.com/t/your-account-is-on-hold-for-further-verification-due-to-high-volume-calls/441/11 "2026-01-19T15:14:48Z")
(Attachment 13136591 (3).pdf is missing) ---
**Author:** ![support2](https://yyz2.discourse-cdn.com/flex008/user_avatar/community.retellai.com/support2/32/15_2.png) [@support2](https://community.retellai.com/u/support2)\ **Post date:** [January 19, 2026, 3:21pm UTC](https://community.retellai.com/t/your-account-is-on-hold-for-further-verification-due-to-high-volume-calls/441/12 "2026-01-19T15:21:31Z")
I don’t have access to the PDF attachment you’ve shared. It appears the file didn’t upload successfully or isn’t accessible to me. Could you try one of these options: 1. **Re-upload the file** - Sometimes attachments don’t transfer properly 2. **Copy and paste the relevant text** from the PDF directly into the chat 3. **Describe what you’re trying to accomplish** - I can help based on your description If you need assistance with Retell AI and can’t get the attachment working, feel free to: - Ask questions on [Discord](https://discord.com/invite/wxtjkjj2zp) - Visit [Contact Sales](https://retellai.octolane.com/) - Check out [https://github.com/RetellAI/](https://github.com/RetellAI/) Let me know how you’d like to proceed! ---
**Author:** ![tdg](https://avatars.discourse-cdn.com/v4/letter/t/90db22/32.png) [@tdg](https://community.retellai.com/u/tdg)\ **Post date:** [January 19, 2026, 4:27pm UTC](https://community.retellai.com/t/your-account-is-on-hold-for-further-verification-due-to-high-volume-calls/441/13 "2026-01-19T16:27:16Z")
It seems your servers are rejecting pdf files. Do you have another option? ---
**Author:** ![support2](https://yyz2.discourse-cdn.com/flex008/user_avatar/community.retellai.com/support2/32/15_2.png) [@support2](https://community.retellai.com/u/support2)\ **Post date:** [January 19, 2026, 4:27pm UTC](https://community.retellai.com/t/your-account-is-on-hold-for-further-verification-due-to-high-volume-calls/441/14 "2026-01-19T16:27:41Z")
Based on the available sources, I don’t have specific information about PDF file rejection issues with Retell AI servers. However, there is a documented workaround for handling PDF files in the knowledge base. Instead of uploading PDF files via URLs, you should upload the PDF files directly to the knowledge base as files rather than as URLs[(1)](https://discord.com/channels/1186424376300679209/1432477729231601795). URLs can only read HTML webpages, so PDF download links may not work properly when added as URLs[(1)](https://discord.com/channels/1186424376300679209/1432477729231601795). If you’re experiencing issues with PDF URLs specifically, try uploading the actual PDF files directly to the knowledge base interface[(1)](https://discord.com/channels/1186424376300679209/1432477729231601795). Note that RAG (Retrieval-Augmented Generation) functionality for knowledge bases was under development at the time of the available documentation[(2)](https://discord.com/channels/1186424376300679209/1290223856971153440), so capabilities may have evolved since then. For additional support with PDF upload issues, you can: - Ask questions on [Discord](https://discord.com/invite/wxtjkjj2zp) - Visit [Contact Sales](https://retellai.octolane.com/) - Visit [https://github.com/RetellAI/](https://github.com/RetellAI/) ---
**Author:** ![Omar\_Ashraf](https://yyz2.discourse-cdn.com/flex008/user_avatar/community.retellai.com/omar_ashraf/32/102_2.png) [@Omar\_Ashraf](https://community.retellai.com/u/Omar_Ashraf)\ **Post date:** [January 19, 2026, 5:21pm UTC](https://community.retellai.com/t/your-account-is-on-hold-for-further-verification-due-to-high-volume-calls/441/15 "2026-01-19T17:21:18Z")
Can you share the email you used? ---
**Author:** ![support2](https://yyz2.discourse-cdn.com/flex008/user_avatar/community.retellai.com/support2/32/15_2.png) [@support2](https://community.retellai.com/u/support2)\ **Post date:** [January 19, 2026, 5:21pm UTC](https://community.retellai.com/t/your-account-is-on-hold-for-further-verification-due-to-high-volume-calls/441/16 "2026-01-19T17:21:35Z")
I don’t have specific information about which email address you’re referring to in the available sources. If you’re asking about contact emails for Retell AI: - For compliance matters: [compliance@retellai.com](mailto:compliance@retellai.com)[(1)](https://www.retellai.com/legal/privacy-policy) - For support: [support@retellai.com](mailto:support@retellai.com)[(1)](https://www.retellai.com/legal/privacy-policy) If you need help with a different email-related question about Retell AI, please provide more context so I can assist you better. ---
**Author:** ![tdg](https://avatars.discourse-cdn.com/v4/letter/t/90db22/32.png) [@tdg](https://community.retellai.com/u/tdg)\ **Post date:** [January 19, 2026, 5:33pm UTC](https://community.retellai.com/t/your-account-is-on-hold-for-further-verification-due-to-high-volume-calls/441/17 "2026-01-19T17:33:47Z")
[thedelegatesgroup@gmail.com](mailto:thedelegatesgroup@gmail.com) ---
**Author:** ![support2](https://yyz2.discourse-cdn.com/flex008/user_avatar/community.retellai.com/support2/32/15_2.png) [@support2](https://community.retellai.com/u/support2)\ **Post date:** [January 19, 2026, 5:34pm UTC](https://community.retellai.com/t/your-account-is-on-hold-for-further-verification-due-to-high-volume-calls/441/18 "2026-01-19T17:34:08Z")
I don’t have specific information about the email address “[thedelegatesgroup@gmail.com](mailto:thedelegatesgroup@gmail.com)” in the available sources. However, if you’re experiencing issues joining a Retell AI organization with a Gmail account, there was a similar case documented where the problem was resolved. The issue turned out to be related to email capitalization - the invited email address had different capitalization than expected[(1)](https://discord.com/channels/1186424376300679209/1311036973556961340). If you’re having trouble joining an organization, you might want to: - Check if the email invitation matches the exact capitalization of your email address - Verify you’re using the correct organization invite link - Confirm the organization ID you’re trying to join If you continue experiencing issues, you can: - Ask questions on [Discord](https://discord.com/invite/wxtjkjj2zp) - Visit [Contact Sales](https://retellai.octolane.com/) - Visit [https://github.com/RetellAI/](https://github.com/RetellAI/) ---
**Author:** ![tdg](https://avatars.discourse-cdn.com/v4/letter/t/90db22/32.png) [@tdg](https://community.retellai.com/u/tdg)\ **Post date:** [January 20, 2026, 2:18pm UTC](https://community.retellai.com/t/your-account-is-on-hold-for-further-verification-due-to-high-volume-calls/441/19 "2026-01-20T14:18:17Z")
Any updates to this? i am still unable to use my account but billing has not stopped ---
**Author:** ![tdg](https://avatars.discourse-cdn.com/v4/letter/t/90db22/32.png) [@tdg](https://community.retellai.com/u/tdg)\ **Post date:** [January 21, 2026, 2:58pm UTC](https://community.retellai.com/t/your-account-is-on-hold-for-further-verification-due-to-high-volume-calls/441/20 "2026-01-21T14:58:37Z")
Hello, any updates or requests? Or please close my account as billing shouldve stopped. ---
**Author:** ![tdg](https://avatars.discourse-cdn.com/v4/letter/t/90db22/32.png) [@tdg](https://community.retellai.com/u/tdg)\ **Post date:** [January 26, 2026, 1:28pm UTC](https://community.retellai.com/t/your-account-is-on-hold-for-further-verification-due-to-high-volume-calls/441/21 "2026-01-26T13:28:18Z")
Hello, will i receive a notification? or please close my account. [Next page](https://community.retellai.com/t/your-account-is-on-hold-for-further-verification-due-to-high-volume-calls/441.md?page=2)