Thanks for letting us know. We’ll look into it. I know it’s generally working, but we’ll see what the issue might be in your case.
Just FYI, aside from your experience of never getting an email (which sounds like a bug to me) the reason why limits and auto-pausing might not be as reliable as you’d like has to do with the lag in the system.
When your SIM connects and consumes data, each MNO (Mobile Network Operator) keeps track of that and syncs data about when, how long, and how much data your SIM has consumed back to our partner. Each MNO syncs data back using different criteria and timing. Some are very quick (a few minutes) and some are very slow (many minutes). Some wait for a session to close (the Electron to go offline) and some do it periodically (like every few minutes). Also sometimes due to carrier maintenance or other issues, it can be several hours before we get the usage metadata. We fetch the data from our partner as fast as they’ll let us do it and then compare the usage of each SIM to the limits you’ve set.
So there’s natural lag in the system, and if you’re using data really quickly, you could easily go over the limits w/o the Particle limit checking system knowing about it.
I don’t think that’s necessarily your issue, and I don’t know that it completely answers your question. Your question wasn’t about lag, but about not getting the emails and the limits not getting enforced. I just wanted to make you (and anyone else who reads the thread) a little bit of context.
Aside from the above FYI, we’ll look into your issue and get back to you. You gave us the ICCID which is enough for us to start digging. It may be worth emailing support also to make sure the ticket gets into their pipeline.