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. During this period, you can raise your capacity — either by upgrading your plan or by purchasing a UGC add-on pack — and release the content you want. 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 each month that has hidden content and how many items it holds, newest first — if more than six months have hidden content, the most recent six are shown and the rest are behind Show more. Unlocking spends your current month's allowance, whichever months you unlock from, and the window shows how much of your allowance the unlock will use and how much stays available for new content before you confirm. If your selection exceeds your remaining allowance, the newest months are unlocked first, and within each month the newest posts are released first — the window shows how many of the selected items will be released and how many will stay hidden, along with the add-on pack options and how much of your selection each one covers.
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 the pack options are shown without prices — 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.