Since ONSIM records at the network level, your calls should be captured automatically without the need for apps. If you notice a gap in your recording logs, use this checklist to identify and fix the issue.
1. The "Master Toggle" Check
The most common cause is that recording has not been activated for that specific line.
Action: Log in to app.onsim.uk.
Verify: Go to Services and select the specific User.
The Fix: Ensure the Call Recording toggle is switched to ON and the check boxes for calls & SMS are ticked. If you toggle the call recording on but untick the boxes calls or SMS will not be recorded.
Reminder: If you have multiple services, you must enable this for each one individually. It is not an account-wide "one-click" setting.
2. Timing: Was Recording Active?
ONSIM records at the network level in real-time. Because we do not store your data until you tell us to, the system cannot "look back in time."
The Issue: If you enable call or SMS recording after a specific interaction has already taken place, that interaction will not appear in your logs.
The Rule: If the recording was not active when the call connected or the SMS was sent/received, no data will be captured for that event.
3. The "Data Call" Exception (WhatsApp/Teams)
It is important to understand what ONSIM can and cannot see.
The Issue: ONSIM records Standard Voice Calls (calls made via your phone’s keypad/dialer).
The Fix: We cannot record calls made via third-party data apps like WhatsApp, FaceTime, Zoom, or Microsoft Teams. These apps encrypt their data end-to-end and do not pass through the standard cellular voice switch.
Rule of Thumb: If it’s a "Data Call," it won't be in your ONSIM dashboard.
📋 Quick Troubleshooting Checklist
| Check | What to look for |
|---|---|
| Dashboard Status | Is the "Recording" toggle green for this specific service and both the call & SMS boxes ticked? |
| Call Type | Was this a standard phone call or a WhatsApp/App call? |
| Activation Time | Was the feature turned on before the call or SMS took place? |
| Service Specifics | Are you checking the right line? (Recording is enabled per-SIM). |
Still Missing?
If the toggle is ON, the call & SMS boxes were ticked, the call was a standard GSM call please contact our support team.