Hidden content is kept for at least 12 months from the month it entered Archive, then permanently deleted. Deletion runs on month boundaries, so content that entered in May 2026 is removed in June 2027 rather than on the anniversary itself. After that it cannot be recovered. During this period, you can raise your capacity — either by upgrading your plan or by purchasing a UGC add-on pack — to unlock it. After that, hidden content is permanently deleted and cannot be recovered.
Hidden content does not automatically become visible when a new month starts — it can only be unlocked by raising your capacity.
How unlocking works: nothing is unlocked automatically. Buying an add-on pack or upgrading your plan raises your allowance — neither releases hidden content on its own. To release it, open the hidden content card in Social Listening and click Review & unlock. The Unlock hidden UGC window lists how much is hidden in each month, and you choose the months you want. Unlocking spends your current month's allowance, whichever month you unlock from, and if that allowance does not cover everything you selected, the newest content in each month is released first. Whatever you do not spend stays available for new content this month. Below the month list, Archive shows the add-on pack options and how much of your selection they cover. If you have several months hidden, scroll down to see it — one pack may not cover everything you picked.
The retention window is counted from the month content entered Archive (its ingest month), not the month it was originally posted. Historical pulls count against the month they enter Archive.
📋 Note: You can unlock hidden content yourself from Social Listening. On Startup and Growth plans you can also buy UGC add-on packs directly in the app, up to five at a time. On Enterprise, Agency, and Custom plans your Customer Success Manager handles packs and plan changes — get in touch with them, or contact us and we will connect you.
To unlock content from a previous month, you need both the allowance and the release: raise your capacity if you need to, then release the months you want from Review & unlock. Reach out to your Customer Success Manager (CSM) to discuss the right option for your account.