no call logs or message logs available

I am unable to access my call or message logs for the current billing cycle. The logs were there 2 days ago, but now I get the message "no call (or message) logs available for this line." All lines on the account have the same issue. I have seen the this issue posted months and over a year ago on this forum. So, this seems to be an ongoing issue. The answers posted here by Verizon in the past never seem to address the problem. What is going on? Is anyone else experiencing this? And have you found a solution, or do I just wait to see if this resolves?

Accepted answers

We’ve identified an issue where customers are unable to view their usage details through My Verizon. Our teams are aware of this issue and are working to resolve it as quickly as possible.

In the meantime, customers may have the ability to track data usage on their devices.

Google: Settings>>Network & Internet>>SIMs>>App data usage

Samsung: Settings>>Connections>>Data Usage>>Mobile data usage

Apple: Settings>>Cellular>>Scroll down to Apps and view usage by App.

Please note that the data usage you see on your device might not align with your billing cycle. However, you can reset your usage statistics now to start tracking from this point on.

Call history for each mobile line on the account will also be printed on the monthly billing statement.

We apologize for the inconvenience, and sincerely appreciate your understanding.

All comments

I am also having this issue.

Same here and it’s annoying.

its been going on for a while for me . Sometimes I can see it but most of the time I can't

Same and beyond frustrated. Could see it two days ago and now I no longer have call or message logs, only data. I'm getting no where with Verizon and they act like I'm the only one with this issue because they can see it on their end. They also keep directing me to the past detail on the billing statement and I want current cycle. I'm doing the same thing I have done for years and I have changed nothing. Verizon needs to do better!

i have same issue no call logs for either line, was there like 3 days ago but nothing now.

I agree. Verizon needs to do better. This seems to be a repeating issue because I have seen posts from months ago and over a year ago about this same issue. They MUST know they have a bug, and they NEED to fix it.

same issue here , no call logs for about 3 days now

Same here and it’s a recurring issue. If they can’t do better I’ll eventually switch carriers.

vzw_customer_support

@morning_glory
wrote: I am unable to access my call or message logs for the current billing cycle. The logs were there 2 days ago, but now I get the message "no call (or message) logs available for this line." All lines on the account have the same issue. I have seen the this issue posted months and over a year ago on this forum. So, this seems to be an ongoing issue. The answers posted here by Verizon in the past never seem to address the problem. What is going on? Is anyone else experiencing this? And have you found a solution, or do I just wait to see if this resolves?

I'm sorry that there's been a trouble with viewing your usage their in My Verizon. I've sent a Private Message with some details on the situation.

-John

vzw_customer_support

Hello. We'd like to help with your messaging logs issue. Please tell us, are you accessing the logs from the account owner profile at My Verizon or from the account manager/authorized user profile?

~Maria

vzw_customer_support

Hey there, LoLo9, we know it's important to be able to review your usage history. So we can better asist, we will be reaching out via Private Message.

-Lauren

vzw_customer_support

Are you using your mobile or a PC to review your call logs?

~Maria

vzw_customer_support

We are here to help. Please tell us, is your device up to date? Is your device connected to Wi-Fi?

~Geo

vzw_customer_support

It is always good to monitor your usage. At the moment, there is a known issue with viewing your usage online. Our team is aware of the problem, and working on getting it resolved as soon as possible, but do not have an ETR at the moment.

~Freddy

This defect is now resolved. Can you confirm that you are now able to see your call and message logs?

Thank you,

Dan_VZ

This defect is now resolved. Can you confirm that you are now able to see your call and message logs?

Thank you,

Dan_VZ

This defect is now resolved. Can those of you who were having this issue confirm that you are now able to see your call and message logs?

@Dkessel
@Ruby22
@cattec2004
@TS7631
@Shudsbenz
@LoLo9
@Jjgebs20
@morning_glory

Thank you,

Dan_VZ

Not resolved... this has been on and off for YEARS. It's worse now than ever. No logs for call or messages for any of my lines for the past few days.

Hello, I am not able to view my call or message logs as it says “no call or message logs available”. This morning logs were available. Is anyone else having the same issue?

Having the same issue

Issue resolves temporarily then reappears. I made 2 calls of 60+ minutes each to VZ support, was assigned a trouble ticket number and had the issue resolved for one week before it happened again. Currently cannot see any message or phone log details for either line (September 5, 2024).

When I check call log or message log details I get the error message “No message log available for this line”. I called the VZ support number twice , spending 60 minutes on each call, and finally reached someone in tech support who assigned a trouble ticket number and promised to follow up. The issue improved for one week and now it’s back.

Not resolved. I’m having the same exact issue for all lines.

I’m having the same issue. I always view them on the mobile app and they stopped showing up yesterday. I’m on WiFi. What is the issue? I need it resolved.

I've had the exact same problem today and yesterday -- except in my case, the problem did not clear up. I've done live chats and phone calls to customer service. The customer service folks say they've never heard of this problem. I've used multiple browsers, I've cleared my cache and cookies, etc! Help!

I am having the same problem noticed a day or so ago and reached out to chat and they told me to check it again in an hour. Looks like this is a bigger problem than they are leading on to! So the question now is when will it be fixed?

Happened to all my lines and nothing is showing up!

I’m currently having the same issue.

The defect is not resolved, same problem for months. I am account owner logging in to website on PC and mobile devices. Why does tech support alway ask if we are using the app? The message and call logs are not available on the app.

So far, contacting support through Facebook Messenger has been the most efficient way to get tech support involved. Be sure to request the trouble ticket number so you can follow up later without repeated a lot of details.

It's not resolved. It is sporadic. Works occasionally. Seems to not work around the time the monthly bill is generated.

nonamecustomer777

This is happening to me more and more too. And I get the same response from customer service - try a different browser, or device or clear your cache/cookies. None of them work and I am tired of the run around.Verizon's coverage get worse ever year too. It may be time to switch carriers.

Having the issue as well

I can not see any call or texts on any of my lines. All I get is not available for this line. This has been ongoing for weeks now. The logs will show up briefly, late at night/early morning....then gone again.

Same here. The logs will come back briefly, usually early morning then gone again throughout the day. I've called, I've chatted, I sent in messages! Nothing yet. They just pass you off and never gets anywhere.

I have had the same issue for the past two days. I use this feature every day and I have had problems in the past when it is not available for days. It is impossible to get help through “Chat.”

Having the exact same issue (just found this thread) and as several people have mentioned, this has happened intermittently for YEARS, but it shouldn’t. I’ve been trying to access the logs for 4 days.

I’m having the same issue. Verizon has no answer to resolution. Very frustrating!

Not resolved. Have had issue for 4-5 days

“THANK YOU FOR YOUR 19 YEARS OF SERVICE” is the first thing I see when I open my Verizon app. Seriously VERIZON!!? Why can you fix the call logs. I have a police report and they need my call & message logs for verification. Can you REALLY not get this fixed 🤯 Looking around for other carriers. They have become incompetent to all Verizon costumers. UNEXCEPTABLE

vzw_customer_support

It is always important to be able to manage your account. When was the last time you had access to the usage? Keep in mind that usage is normally not available a couple of days after your cycle ends.

~Freddy

vzw_customer_support

Oh, wow! Dealing with Call and Message Log issues, can be frustrating. Verizon is here to help you out.

Let's gather more info. When did the issue start? What recent changes have you made? Who else is experiencing this problem? Aside from this dilemma, any other problems?

~Gilbert

vzw_customer_support

Oh, wow! We are stunned to read you are encountering log and messaging detail issues. We want to help you in the best way possible.

For more mobile usage details, check out our FAQs: https://www.verizon.com/support/data-usage-faqs/

What recent changes have you made? Aside from the logs, any other problems? What happens when you attempt to view them through the desktop site? What occurs when you use the app through cellular service?

~Gilbert

Can not view on desktop site.

vzw_customer_support

We are stunned to see you in this call/message log dilemma. Our goal is to help you in the best way possible.

For more usage details, check out our FAQs: https://www.verizon.com/support/data-usage-faqs/.

We sent you a Private Message. Please review at your earliest convenience.

~Gilbert

vzw_customer_support

Thanks for your patience NativeStomp. We are here to ease your worries and frustration. Let us know a few more details. What do you see when you log on to myVerizon and review Usage tab?

-Deb

vzw_customer_support

We know how important it is to clarify any questions you might have. The usage information is not available for a couple of days before your bill generates. You are able to view your usage once your bill has generated.

~Freddy

Same experience here

vzw_customer_support

We are stunned to see you in this message log dilemma. Our goal is to help you in the best way possible.

For more usage support, check out our FAQs: https://www.verizon.com/support/data-usage-faqs/

We sent you a Private Message. Please review at your earliest convenience.

~Gilbert

Can you please also send me a private message to address this problem?

This is an ongoing problem for some but not all customers. The best way to have the problem corrected is to make sure your complaint is assigned a trouble ticket identification number. This means the agent has written up a description of the complaint and submitted it to a Verizon group that is able to at least try to fix the problem. All other interactions with support chat, messaging and phone advice are a waste of time. Facebook messaging with Verizon support is the fastest way to have a trouble ticket written up, followed by phone support.

This has been an ongoing problem with me as well and it's beyond frustrating. I get no where with Verizon when I speak to them. I get the message the problem has been fixed, but seems to always be a temporary fix because it happens over and over again.

It must only affect a relatively small number of accounts, so I think it's just not worth it to them to find the flaw in the software. I also had trouble logging in with my password, combined with the missing message and call logs. They fixed the log-in problem but can't fix this. I may ask if they can delete my account and create a new one, because the buggy software is attached to the account. If they can't do that I'll have to go through the hassle of switching providers. It's frustrating that the Verizon representatives responding on this forum are selective in who they choose to help.

Why are you saying you're stunned to see this particular customer in "this call/message log dilemma"? There are a bunch of us having this problem. Please sent each of us a Private Message! Not a good look, Verizon! We ALL need this issue fixed!

I have been battling this literally for years but this time around has been the worst. I have 2 work orders in going back over a month and have been on the phone for hours to no avail. Funny thing is I could see previous calls and texts from 5-16 to 6-15, and 7-16 to 8-15 but nothing in between..now I cannot see anything for the current period. In the past it has resolved itself but not so sure this time..

I am no longer able to see any message/line usage on all my devices (Apple) The problem started around first of September.

Is AI writing these moronic responses?

It started in 09/07 and no recent changes have been made. No other issues. Just cannot access any call or message logs

I'm having the same issue on the website and the Verizon app. I tried resolving it with a tech and they blamed my browser, and never actually fixed anything. They kept saying it was my problem not theirs, they could see everything. Were you successful in getting this problem solved?

Still not showing as of 9/9/24 at 9:44PM PST

Also having this issue. Any update??

Still not working. I have been having this issue since Aug. 8th. I have 2 work orders in and am always told give it 72 hrs.

I had the same issue and they told me they wrote up a ticket and it should be resolved withing 3 to 5 business days. Then for a short while everything was visible and seemed to work fine. Now its happened again for both lines on my account. I guess the issue is on their end. Today is Sept. 10th and still not working.

I'm also experiencing the same issues on my children's lines as well as my own. When logging into Verizon and going to Usage, the Minutes Details and Message Details are stating "No message log available for this line." for all my lines. This is inconvenient, please share the fix, asap!! I have logged in and viewed the usage details on both my PC computer webpage and my mobile device webpages.

vzw_customer_support

Hello nicolehvt. We see you had contacted us this past June. We attempted to contact you at that time. Is now a good time to continue? We need your help. We extend the same offer for you to look deeper into the usage details so you can review at your convenience.

-Deb

There’s been no resolution on my end!

vzw_customer_support

Hello Pat73. It is always important to be able to manage your account. When was the last time you had access to the usage?

~Ivone

vzw_customer_support

Hello CMRx. It is always important to be able to manage your account. When was the last time you had access to the usage?

~Ivone

If possible, go to the Verizon support Facebook page and send a private message to request help. Ask for the trouble ticket number (should start with INC) and continue to follow up with them. If enough people officially report this as a problem they may finally contract someone able to fix it.

Message Verizon Support through Facebook for the most efficient communication. They seem to have better training and better comprehension skills. After you message them on Facebook they will open a secure chat through the Verizon Website. Ask for a trouble ticket number so you can check back every few days.

chatted with an agent yesterday and they to.d me to clear the cache and rebooted. Did not work. Checked again today and I have the same message she. Checking usage, no call log available. Very frustrating

This problem has finally been categorized as an alert that will hopefully result in some effort to fix it. Here is an update from this morning (9/11/24):

UPDATE 9/11/24: Today, we have noticed an increase in customers reporting issues with viewing their usage. I do have an update that was actually just rolled out to us. Looking at our business system alerts, we do see that the missing usage details are now part of an alert that our IT team is working on. Based on the latest information they shared, they advised that an issue has been identified which is causing customers to be unable to view their usage details online. They also shared that we're unable to view the error on this end, since our system does display the usage. This is likely the reason why your previous ticket was closed, but I'm glad to see that it's been identified as part of the alert by our teams. .. Based on this latest update, please rest assured that our IT team is aware that this is part of a larger, widespread issue since it's now officially listed as an alert. While I don't have a specific turnaround time for you, please know that our IT team is working as quickly as they can to restore the usage details to your account. Please let me know if this helps clarify a bit more. ~Izzy

Still no activity logs available. Reported twice. Not fixed.

Still not working. Reported twice. Supposedly Verizon tech is working on issue. Still not resolved.

I've had them submit tickets. It gets resolved in about 5 days, then 5 days later it happens again.

If I could like this message 1000x I would!

Same issue - we use these logs to bill clients weekly - we're now losing clients. PLEASE fix this - ive called multiple times and they keep saying its the first they've heard of it - today a rep claimed to open a ticket PLEASE fix!

Just an FYI...the link is useless. Yea it takes you to "Where can I see my current and previous data usage charges on my Verizon mobile bill?" Then when clicked on shows

How to view usage depends on the type of account you have.

Postpaid accounts - Sign in to your Data Usage page in My Verizon.
Prepaid accounts – Visit the Prepaid data usage section of My Verizon to see the last 45 days of data usage.

But when you click on the red links...this is what you get...

*Usage is estimated.

Call log

No call log available for this line.

WHICH IS WHAT OUR COMPLAINT IS ABOUT TO BEGIN WITH!!!

vzw_customer_support

Hello, MUSTANGMIKE57. Please accept our apologies for this inconvenience but rest assured, our supports are aware and working to resolve this issue as soon as possible.

-Natasha

vzw_customer_support

We understand how important it is to stay on top of your usage. At the moment, we do have a known issue with viewing the usage through My Verizon. Our team is aware of the issue, and is working on getting it resolved as soon as possible.

~Maria

This is absurd. I have been a Verizon customer for 18 years and this has been a problem for as long as I can remember. I cannot believe a company with the resources that Verizon possesses is unable to correct this issue. Terrible customer service. My message logs are almost never available.

We’ve identified an issue where customers are unable to view their usage details through My Verizon. Our teams are aware of this issue and are working to resolve it as quickly as possible.

In the meantime, customers may have the ability to track data usage on their devices.

Google: Settings>>Network & Internet>>SIMs>>App data usage

Samsung: Settings>>Connections>>Data Usage>>Mobile data usage

Apple: Settings>>Cellular>>Scroll down to Apps and view usage by App.

Please note that the data usage you see on your device might not align with your billing cycle. However, you can reset your usage statistics now to start tracking from this point on.

Call history for each mobile line on the account will also be printed on the monthly billing statement.

We apologize for the inconvenience, and sincerely appreciate your understanding.

vzw_customer_support

We understand how important it is to stay on top of your usage. At the moment, we do have a known issue with viewing the usage through My Verizon. Our team is aware of the problem and is working on getting it resolved as soon as possible. We appreciate your understanding, and thank you for your patience.

~Gilbert

vzw_customer_support

ct_3325, please accept our apologies for this inconvenience, but rest assured, our support are aware and working to resolve this issue as soon as possible.

-Natasha

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