Data isn't counting, or I hit the limit early

The usage figure in the tray or on your dashboard doesn't match what you expect — either it isn't moving, or your allowance ran out sooner than it should have.

What it means

Only bytes that actually pass through the gateway are metered — routed browsers and apps, for the domains your rules send through Reach. Anything that goes direct costs nothing. So "not counting" usually means the traffic wasn't routed, and "used up early" usually means something heavy was routed — a video stream, a large download, or a browser set to Global mode.

Fixes, in order

  1. Compare the two counters. The tray shows Monthly data: x GB / y GB; the dashboard shows the same figure from the server. They sync regularly, so a small lag between them is normal. If neither moves while you browse a routed site, the traffic isn't going through Reach — see A site won't open for how to confirm routing.
  2. Find what's using the data. Streaming video and big downloads through a routed browser are the usual culprits. Use Rules mode with just the domains you need, and keep video and downloads direct — Domain rules and Proxy modes.
  3. Remember the reset date. Personal allowances reset on the 1st of each month and unused data doesn't roll over. Upgrading applies straight away.
  4. At the cap, top up or upgrade. Limited mode keeps the proxy on but stops routed traffic and sends you to reach.tyo.com.au/limit; after paying, click I've topped up — retry now in the tray. Full details in Data limits and limited mode.

Common questions

Why did I get a warning at 90% but no second warning?

The client sends one approaching your data limit notification around 90%; the next notification is Data limit reached when limited mode starts.

Does traffic on my phone count against the same allowance?

Yes — one account, one monthly allowance across all your devices.

Does the gateway see what I downloaded?

It meters bytes, not content. See Security for what is and isn't logged.

Still stuck?

Get in touch with the figures from the tray and the dashboard.