Text Message Information Is Not Showing On My Message Log

[Brandy63]

I have two phones on my account and log into Verizon periodically to check the Voice and Message logs. One of the  records seems to be fine but the other one is only showing one single text message over the last three weeks and I know that is not accurate. I can see messages on the phone itself and know that I have messages send from my other phone that should be showing up there. I have also tried to download the report thinking the missing ones may show  but I then get a message that Excel cannot open "the file MessageLogs.xlsx because the file format or file extension is not valid." These are iPhone XR's. Can anyone help me with why these wouldn't be showing up? I'm assuming its an issue with the Verizon message log rather than my phone but am unsure.  

[vzw_customer_support · Accepted solution]

Hello Brandy63. We would love to help. What  type of messages are these? iMessages would not show up on a text log on the Verizon Wireless account page.  If you turn iMessages off and send a text to that device you should see the date and time on the call/message log in the Verizon app.-Joe

[Brandy63]

I turned off iMessage and the texts appear to be showing up like the should now. However, I am still getting the error if I try to download the message log. I can download the voice log just fine but the message log keeps giving me the error that it cannot open it. Why would that be?

[vzw_customer_support]

Thank you very much for sharing all these important details. Let's try to make sure your device and apps are up to date. Please process all available app updates on your phone. Also, if there is a software update available, please process it. Please let us know if this helps. ~Geo

[vzw_customer_support]

Hello Brandy63. Were you able to follow the instructions on our previous message? Did this resolve your issue? ~Peter

[Brandy63]

Hello. I have not done anything to my phone since my last message to you but the message log downloaded today as it should. Thank you for the help you have provided!

[vzw_customer_support]

Awesome! Glad to read you were able to get the log. If you have any other questions, feel free to reach out, and we'll be glad to help out.

~Freddy

[vzw_customer_support]

We haven't heard from you. If you still need assistance, don't hesitate to reach out. We are here to help you.

~Maria

[vzw_customer_support]

Hello, Brandy63, I just wanted to check in to see if the information we provided earlier helped resolved your concern. If you need additional assistance, please don't hesitate to reach out.

-Lauren