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Call and message logs are missing

Qb1978

My first post, but I’m baffled. I am not seeing any reliability between the call and message logs on my Verizon app and my bill in relation to what has come through in the phone. I have seen the texts and phone calls in the iPhone. However… they aren’t logged on my Verizon app in the usage history. There are too many details involved to explain why I am so desperate for a plausible explanation for this occurrence, but I will say this much…..

If you understand technology more than I do, ( and m pretty sure most people are strides ahead of me, and could give me some understanding about scenarios where the logs are showing up in iPhone messages app but aren’t being recorded in the Verizon call or message logs, I would be ever so grateful for the peace of mind and the ability to restore the family unit that has suffered as a consequence

Comments

Verizon_Support

Hey there, Qb1978, we certainly want to help make sure your usage records are accurate! Are these recent calls and messages that you are not seeing? With regard to messages that you are missing, are these conversations with other iPhone users via iMessage? Are the missing calls regular phone calls and nothing that was used via another app such as FaceTime?

-Lauren

Qb1978

Thank you for your response. The messages that I am referring to come from a number that shows up as blue in the messages app, so I believe they are I messages, but they other iMessage correspondence, such as between the phones on our plan, are all accounted for on the log. And since they are in the message app I assume they were sent from that app and not something like WhatsApp. I saw them in recently deleted folder and restored them. They didn’t actually show right up in the message app until I went to the number in the contacts of the phone and then clicked on the message link in the contact information page. Then I could see all 61 messages

Qb1978

And yes they were from November and December of 2024

HelloWorld123

Hello I am having the same issue logs for messages and minutes are spotty and have big gaps. Mostly November and December. This is for iPhone and android

Verizon_Support

Verizon understands how important it is to stay on top of your usage. At the moment, we do have a known issue with viewing your usage online. Rest assured our team is aware of the issue and working on getting it resolved as soon as possible.

~Gilbert

Qb1978

So does that mean that the corrections will be reflected in the logs. This response doesn’t really address why something like this is even possible

Verizon_Support

Thanks for getting back to us, Qb1978. With regard to iMessage, those records will not show in your usage history as we do not have access to messages used through other services outside SMS/MMS. If you would like to see those messages going forward, you can turn off iMessage in Settings>Apps>Messages. You will see a toggle switch next to iMessage that you can then turn off. For more information, please click here: https://www.verizon.com/support/view-usage-on-your-bill/.

You mentioned an issue with missing call records as well. Are these calls that show in your Recent call history on your phone? If so, is this in reference to standard calls only as opposed to something like Facetime?

-Lauren

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