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Account Status

Your account could have the following statuses:
  • Active: Your account is active and all services are available.
  • Verification Needed: Your account is on hold for further verification due to high-volume calls. Please contact us via the Customer Support Portal or support@retellai.com. Raise a ticket with your company’s name, use case, and verification that you represent the company.
  • Invoice Past Due: Your account has a past due invoice and is at risk of automatic shutdown in 7 days. Please make a payment to keep your service active.
  • Invoice Overdue: Your account has an overdue balance, and your service has been temporarily deactivated. Please make a payment to restore your service.

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Reset your password

If you want to change or reset your password:
  1. Go to the login page.
  2. Click the “Don’t remember your password?” link.
  3. Enter your email address and follow the instructions sent to your inbox.
For better security, we recommend using Sign in with Google. This provides an extra layer of protection and reduces the need to manage separate passwords.

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Important Note About SSO and Password-Based Sign-In

Please note that Google SSO and email-password sign-in are treated as separate accounts in our system. They are not automatically linked. If you currently use one sign-in method (e.g., email-password sign-in) and wish to switch to the other (e.g., Google SSO), follow these steps:
  1. Log in to your account using your current method (either Google SSO or email-password sign-in).
  2. Click your profile photo at the bottom left of the dashboard.
  3. Navigate to “Workspace” and send an invite to your email address.
  4. Log out of your current account.
  5. Open the invite email and use the alternative sign-in method to create a new account (e.g., sign in with Google if you currently use email, or sign up with email and password if you currently use Google SSO).
This will create a separate account with the new sign-in method while maintaining access to your existing workspace.

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Change your email address

If your dashboard recommends a business email after a failed verification, see use your business email for steps specific to your sign-in method. You can change the email on your account after confirming the new address. Retell doesn’t switch your email right away — it emails a verification link to the new address, and the change takes effect only once you open that link.
1

Request the change

Enter your new email address in your account settings. Retell sends a verification link to that address.
2

Confirm from the new address

Open the verification link sent to the new email. Your account email updates only after you confirm — until then, your current email stays active.
While a change is pending, you can cancel it any time before confirming. Canceling discards the new address and leaves your current email and its verified status unchanged.
Email changes are available only for accounts that sign in with an email and password. If you sign in with Google SSO or another social login, your email is managed by that provider — update it there, or see switching sign-in methods. SSO users should contact their administrator.

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Cancel or stop charges

How charges stop depends on your billing version:
  • Credit-based billing. Usage comes out of your credit balance. Turn off auto recharge, release phone numbers, delete knowledge bases beyond the free tier, and remove concurrency or calls-per-second upgrades. Purchased credits are non-refundable.
  • Monthly billing (legacy). You are charged at the end of the period for what you use. On September 30, 2026, Retell moves the workspace to credit-based billing. If you don’t click Switch now and add credits first, the credit balance starts at $0. Enterprise workspaces stay on monthly invoicing. See the legacy billing notice.
To stop accruing charges without deleting your account, follow Stop charges or close your account on the Billing page. That guide covers stopping calls, releasing phone numbers, deleting extra knowledge bases, and settling any outstanding invoices. If you are on a custom or enterprise plan and need help confirming no recurring charges remain, contact Retell support.

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Delete your account

Deleting your account removes it permanently. If you’re the only member of a workspace, that workspace is deleted too, and Retell charges a final invoice for usage through that date, the same as deleting the workspace. If other people still belong to the workspace, you’re removed and the workspace stays.
If you’re the only admin of a workspace that still has other members, Retell blocks deletion until you assign another admin.
Before you delete:
1

Open Account settings

At the bottom of the sidebar, select your account, then Account settings.
Sidebar account menu with Account settings highlighted. The menu also shows the theme set to Light and Logout.

Open Account settings from the account menu.

2

Choose Delete account

On the Account page, open the options menu (⋯) on Delete account and choose Delete account.
Account page with name and email fields and a Delete account section. The options menu on Delete account is highlighted.

Delete account on the Account page.

3

Say why you're leaving

Select at least one reason. Checking a reason can ask a follow-up. You can add a note of up to 5,000 characters. Delete Account stays unavailable until you select a reason. Stay closes the dialog and keeps the account.
Delete account dialog titled We're sorry to see you go. It asks you to select at least one reason and offers a note of up to 5,000 characters. Stay is available, and Delete Account is unavailable until a reason is selected.

Tell Retell why you're deleting the account.

4

Confirm deletion

Choose Delete Account. Retell signs you out when deletion finishes. Deletion can take up to 2 minutes. If it’s already in progress, wait for it to finish.
To also erase your personal data from the third-party services Retell uses — such as its CRM, support, and identity-verification providers — see requesting erasure of your personal data.