Thanks for reaching out.
What you're experiencing is definitely odd. We do not delete messages for you. We'll need additional information to investigate your issue:
1. What device model and OS version do you have?
2. Did this happen once from a specific contact or all your new messages?
3. Please private message me your SmartLine # so I can review your account setup.
4. Is your updated to the latest version?
Thank you for replying @AlohaHelen,
I am using an iPhone 6 with ios 12.1.4.
This has only happened with one contact - since it was the first time we connected there phone number is gone along with the actual text message.
I installed SmartLine a few days ago and it is up to date.
I’ve already called support, and they don’t have any record of the message or the number that sent it. I was referred to my phone provider, who also had no information.