> ## Documentation Index > Fetch the complete documentation index at: https://docs.retellai.com/llms.txt > Use this file to discover all available pages before exploring further. # Agent paused or banned > Learn why Retell AI pauses agents for suspected abuse, what the review considers, and how to reply to the notification email to request reinstatement. Retell AI pauses agents when a review flags suspected scams or other potential Terms of Service violations. To request removal of a pause, reply to the notification email from **[support@retellai.com](mailto:support@retellai.com)** with your use case and supporting evidence. ![Healthcare FAQ Voice Agent editor with the suspension warning above the agent header, the conversation flow canvas in the center, and global settings on the right. The warning links to suspension reasons and review instructions.](https://mintcdn.com/retellai/2tFegNOXumkrZCsH/images/agent-suspension-banner.jpg?fit=max\&auto=format\&n=2tFegNOXumkrZCsH\&q=85\&s=014723f127459ed8aaf7a1aca360fb63) The suspension notice appears above the agent header. This example uses a template agent. ## Why does Retell pause agents? Pausing an agent helps prevent suspected fraud or harmful calls while the issue is reviewed. A pause can follow a review of the agent's instructions before an outbound call or a review of a completed phone call. Examples of behavior that can trigger a pause include: * **Deceptive identity or claims:** impersonating a well-known company, government agency, or famous person, or falsely claiming a lottery win or security issue. * **Scam workflows:** fake technical support, deceptive recovery or home-buying offers, suspicious identity checks followed by transfers, or collecting WhatsApp verification codes for account takeover. * **Harmful agent content:** profanity or sexual content intended for arousal or entertainment. Legitimate clinical, educational, or professional discussion of sexual topics is treated differently. * **Deliberately silent calls:** instructions to remain silent or disconnect immediately after someone answers, without a legitimate service. For example, an agent that claims to represent a well-known bank and asks for a verification code may be flagged. If you are authorized to represent that bank, include evidence of that relationship when requesting review. ## What the review considers Automated scam checks use an LLM to evaluate the agent's use case. These checks consider: | Context | What is evaluated | | - | - | | Agent configuration | Prompt instructions, greeting, tool descriptions, and transfer actions. Dynamic variable values can also be included in a prompt review. | | Call behavior | What the agent says and does, including transfers, with call direction, duration, and the post-call summary as context. | | Business identity | Creator email domains, available business information, and existing review notes. This context helps determine whether a flagged agent is paused immediately or can continue operating while under review. | | Calling patterns | Patterns across recent calls that suggest unusual activity, such as repeated short calls ending in transfers. These can lead to a workspace suspension. | The transcript review distinguishes the agent's conduct from what the caller says. Caller profanity, voicemail greetings, or IVR messages alone should not be attributed to the agent. WhatsApp verification-code extraction is a specific exception: the caller's code can be relevant even when the agent only listens. An agent flagged for review can continue operating. A failed audit pauses the agent. Automated checks run periodically, so passing a check does not prevent a later pause. ## The pause notification email When an automated review pauses an agent, Retell sends an email from **[support@retellai.com](mailto:support@retellai.com)** to eligible workspace users, with additional recipients copied. Check your inbox and spam folder for this subject: > Urgent: Action Required Within 48 Hours (Risk of Account Suspension) - Please Clarify Your Agent's Use Case The email identifies the impacted agent name and ID, agent version, workspace (organization) ID, and the reason for the flag. It can also include the response engine ID and dynamic variables used during the prompt review. The email says the agent is paused **effective immediately** and asks you to **reply within 48 hours of receiving it**. Explain whether you believe the flag is a mistake or have taken action to correct the agent's behavior. If no action is taken, Retell reserves the right to suspend the account after that period. This deadline is a response deadline, not a promised review turnaround or automatic reinstatement time. ## Request removal of the pause **1. Reply to the notification email** Reply within 48 hours. Keep the agent ID and workspace ID in the thread so the review can be matched to the impacted agent. If you cannot find the email, contact [support@retellai.com](mailto:support@retellai.com) with those IDs and explain that your agent is paused. **2. Explain your business and the agent's use case** Describe the business the agent represents, who it calls, and what service it provides. Address the specific reason in the notification. **3. Provide evidence or describe your changes** If you believe the flag is a mistake, attach supporting documents, such as a contract or incorporation document showing your business identity or authorization to represent the named party. If you corrected the behavior, explain what you changed in the prompt or workflow and how it addresses the flag. Include relevant call examples when they help explain the legitimate use case. **4. Request review and confirmation** Ask Retell to review the evidence and remove the pause. Editing the agent or publishing another version does not automatically clear its failed audit; the pause applies across versions of that agent. Wait for confirmation that the pause has been removed before resuming affected calls. ## If your workspace is suspended An agent pause and a workspace suspension require different follow-up. Repeated agent bans or suspicious calling patterns can suspend the workspace. A calling-pattern suspension email uses the subject **“Urgent: Account Suspended - Please Clarify Your Use Case”** and asks for your business information and use case. Reply to that email and request review of the workspace suspension as well as any paused agents. Removing an agent's pause does not automatically restore a suspended workspace. See [account status](/accounts/account.md#account-status) and [contact Retell support](/general/support) for help. ## Related guidance For call errors such as `scam_detected`, see [debug call disconnects](/reliability/debug-call-disconnect.md). To protect your own agents from unwanted traffic, see [prevent abuse](/reliability/prevent-abuse.md). This documentation is built and hosted on [Mintlify](https://mintlify.com), a developer documentation platform.