loss of teams chat history

Question

I lost access to some of my teams history. Chat history has disappeared for some but not all of my contacts, some have lost complete history some only partial. I have also lost call history.

Answer 1

Hi,

Since signing out of Teams and signing back in did not restore the missing chat and call history, I'd recommend trying the following steps:

1/ Check Teams on the web:

First, please sign in to Teams on the web and see whether the missing history appears there.

• If the chats and call history are visible in the web version, this would suggest that your data is still available and that the issue is likely limited to the desktop client.
• On the other hand, if the history is also missing from the web and mobile versions of Teams, the cause may be related to your account, your organization's retention policies, or a service-side issue.

2/ Search for the missing conversations:

Next, try using the search bar at the top of Teams to look for an affected contact, message, or keyword. Additionally, it may be worth checking whether any of the conversations have been moved to the Hidden chats section.

3/ Make sure Teams is up to date:

Also, please verify that you're running the latest version of Teams. After updating, completely close the application and then restart it to ensure all changes are applied properly.

4/ Reset the new Teams app on Windows:

If the issue persists, you may want to reset the Teams client and clear its cache, as cached data can occasionally cause synchronization issues. Microsoft provides detailed instructions here: Clear the Teams client cache.

5/ If you're using a work or school account:

If this account is managed by your organization, I'd recommend reaching out to your Microsoft 365 administrator. They can help by:

• Reviewing any Microsoft Purview retention policies that may apply to Teams chats and call logs. These policies can be configured to retain or permanently remove Teams data.
• Checking whether the missing information is still available through the organization's compliance or eDiscovery tools.

Furthermore, if the history is missing across the desktop, web, and mobile clients, and no retention policy or service issue has been identified, your administrator may need to open a support case with Microsoft through the Microsoft 365 Admin Center by following this guide: Get support - Microsoft 365 admin | Microsoft Learn .  

If you’re unsure who your IT admin is, you can find guidance here: How do I find my Microsoft 365 admin? - Microsoft Support.  

I hope this helps clarify the situation and move things forward. Please feel free to share any updates or let me know if you need further assistance. I’ll be glad to help.

I look forward to your reply.

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