Contact Retell AI support and report outages

Reach Retell AI support: pick between the Customer Support Portal, email, community forum, or the outage form, and see what to include in each ticket.

Retell’s support team is on call 7 days a week, with active hours 9 AM to 9 PM PST and a 24-hour first-response SLA (shorter for enterprise customers).

Pick the right channel

Situation	Where to go
Production outage affecting live voice traffic	Outage report form
Account, billing, bug, or per-call issue	Customer Support Portal or email [e-mail]
How-to question, best practices, community help	Support Forum

Email and the portal open the same ticket type; use whichever is faster for you.

Include this in every ticket

Adding these upfront lets support skip a back-and-forth:

• Your Retell workspace ID, agent ID, and (if relevant) call ID
• What you expected versus what happened
• Steps to reproduce
• Screenshots or a short screen recording

Report an outage

If a production issue is breaking live voice agent traffic, submit the outage report form. The Retell team acts on outage reports on a shorter cycle than standard tickets.

Only use the form for outages. For anything non-urgent, open a support ticket instead.