How long data is kept
Retention periods for conversations, messages, logs, access records, analytics, billing records, data requests and backups.
Last updated · 26 Oct 2026Privacy & data
| Data | Kept for |
|---|---|
| Conversations (including any contact details given in the chat) | 14 days after the last message |
| Messages sent through the contact form, and follow-up requests left in the chat | 30 days once emailed (90 days if they weren't emailed or the email failed) |
| Server logs | 15 days |
| Access records (no names, contact details or messages) | 12 months |
| Analytics counts (chats, handoffs, adds to cart, topics) | 13 months; after that, adds to cart only as monthly totals |
| Cart codes for counting orders after a chat add-to-cart | 8 days |
| Orders counted after a chat add-to-cart (coded order reference, payment time, total) | 13 months |
| Copy prepared for a data request (encrypted) | 30 days, or until the shopper's data is erased |
| Record of a handled data request (no contact details) | 3 years |
| Billing records (plans, billing periods, charges, discount codes) | 6 years after they end |
| Free trial record | 3 years after you last uninstall |
| Counted conversations and records of billing emails | 13 months |
| Database backups (encrypted) | 14 days |
Deleted data can stay in backups for up to 14 days before it's gone completely.
When you uninstall
About 48 hours after you uninstall PixelChat, Shopify sends us a request to erase your store's data. We then delete your store's conversations, knowledge entries, messages, analytics and settings. If the store reinstalls PixelChat before then, its data is kept and PixelChat keeps providing the service; it is deleted the same way after a later uninstall. We keep only a minimal record that the erasure happened, and your billing records until they expire. They contain no shopper data.