[23 April 2025] Updates to Carousell’s Chat history retention policy

We're making some updates to our chat history retention policy to improve system performance and ensure a seamless experience for all users. Here's what you need to know:

What's changing?

Starting 23 April 2025, we will only retain chat history for one year. This means:

• Initial Deletion: On 23 April 2025, all chat logs dated 31 December 2023, and earlier will be deleted.
• Annual Deletion: Going forward, chat history older than one year will be deleted annually
  Note: This change would include chats which have been archived. 

Why this change?

Storing large volumes of chat history indefinitely requires significant resources. This change allows us to optimize our system and allocate resources for a faster, more reliable experience for everyone.

How this affects you:

If you have important conversations you'd like to keep, please save them before 23 April 2025. We will not be able to recover deleted messages after this date.

Exemptions:

• CarouBiz Subscribers: Existing CarouBiz subscribers as of 22 April 2025, will continue to have full chat history access as part of their subscription benefits. New CarouBiz subscribers (after 23 April 2025) will only have chat history retention starting from their active subscription date. Learn more about CarouBiz subscriptions.
  Available only in SG, HK, TW, MY and PH
  
  
• Professional Sellers: Professional sellers (as of 22 April 2025) on Carousell will also retain full access to their chat history. New Professional sellers (after 23 April 2025) will only have chat history retention starting from their Professional seller status date. Learn more about professional accounts on Carousell.
  Available only in SG and HK

Subscribe to CarouBiz:

Subscribe to CarouBiz before 23 April 2025, to retain your full chat history and enjoy other benefits. Find out more here.

Frequently asked questions

1. What if I need to access my old conversations after they are deleted?

Unfortunately, we won't be able to recover deleted messages after the deletion dates. If you have important conversations you'd like to keep, please save them manually before 23 April, or consider subscribing to CarouBiz by 22 April 2025.

2. I'm a CarouBiz subscriber/Professional seller. Will my chat history be deleted?

No, as long as you remain a CarouBiz subscriber/Professional seller, you are exempt from this change and will continue to have full access to your chat history.

3. What if I subscribe to CarouBiz after 23 April 2025? Will I still have access to my older chat history?

Unfortunately, any chat history deleted before your CarouBiz subscription starts will not be recoverable. However, all chat history from the date of your subscription onwards will be retained.

4. Can I request to have my chat history deleted sooner?

No, the deletion dates are fixed, and we cannot perform individual deletions upon request.

5. Does this policy apply to all types of chats on Carousell?

Yes, this policy applies to all types of chats on the platform.

Any other questions?

If you have any questions or concerns, please don't hesitate to contact our support team. We're here to help!