MS teams Phone call disappearing from the MS teams Call log

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MS teams Phone call disappearing from the MS teams Call log

Ricco 20

Hi there,

I have some issues with my Call Logs in MS Teams... I can see missed calls or calls made in 2024 but then nothing between Jul 2024 and Feb 2026.. How is that possible?

Please let me know

[Moderator note: personal info removed]

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Answer 1

Dear @Ricco,

I understand how concerning it can be when important call history appears to be missing from your logs, and I am happy to help you sort this out.

There are a few clear, technical reasons why your Microsoft Teams call log might show a gap between July 2024 and February 2026 while still retaining some older data from early 2024. Here is a breakdown of the core issues and how to address them:

By design, the Microsoft Teams "Calls > History" tab typically only displays the most recent 100 calls rather than showing infinite history based on time.

If you make or receive calls frequently, your logs from late 2024 and 2025 have likely been pushed out of this 100-call window by your more recent activity in 2026.
Why can you see early 2024? If those specific contacts have not been interacted with since, or if there is a specific indexing behavior in your app cache, those standalone older entries can occasionally still appear at the very bottom of the list.

Your IT Administrator may have set up an automated M365 cleanup or retention policy.

Organizations often apply policies that automatically purge communication data after a certain period (like 30 days, 3 months, or 1 year) to comply with data privacy laws or reduce liability. Please refer to this document: Learn about retention for Teams | Microsoft Learn
If a policy was enabled or adjusted mid-2024, it would explain why data after that point was actively removed as it aged past the threshold.

To verify if your data is truly gone or just hidden by the app's display limits, please try these steps:

Check the Teams Web App: Log in to your account via teams.microsoft.com on a computer browser. This determines if the issue is just a display glitch in your local desktop application.
Clear the Teams Cache: Over time, a corrupted application cache can cause random gaps in visible history.
- Fully close Microsoft Teams.
- Press the Windows Key + R to open the Run dialog box.
- Type %appdata%\Microsoft\Teams (or %localappdata%\Packages\MSTeams_8wekyb3d8bbwe if you are on the newer Teams) and delete the files inside.
- Restart Teams. Please refer to this document: Clear the Teams client cache - Microsoft Teams | Microsoft Learn
If the calls are required for business or legal purposes, an IT Admin can still retrieve complete, detailed call history (up to past months) via the Admin Center > Microsoft Teams Admin Center or run an eDiscovery search in the Microsoft Purview compliance portal, even if it doesn't show in your app.

Please refer to this document: Create a search for a case in eDiscovery | Microsoft Learn

Please understand that as a forum moderator, I do not have direct access to your company's tenant or backend data to retrieve these logs for you.

If your IT Administrator checks Microsoft Teams Admin Center and still cannot find the missing call history, they can open a technical support ticket directly to Microsoft Support via the Microsoft 365 Admin Center. The Microsoft backend engineering team has the advanced tools required to check deep server logs and trace what happened to that specific data range.

I hope this information helps clarify the behavior of your call logs and guides you to the right solution.

If the answer is helpful, please click "Accept Answer" and kindly upvote it. If you have extra questions about this answer, please click "Comment".

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Ricco 20 Reputation points

2026-04-01T20:11:11.2366667+00:00

I just wished to add that in between 2024 and now I had a lot more conversation with my colleagues and some specific call logs have just dissapeared.. Any explanations behind that?
Sophie N 13,495 Reputation points Microsoft External Staff Moderator

2026-04-02T01:43:43.7633333+00:00

Dear @Ricco,

Thank you for sharing this additional detail. I understand how concerning it can be to see specific call logs disappear, especially when they’re important for reference.

There are a few common reasons why this can happen in Microsoft Teams, even if the calls did take place:

Teams only shows a limited number of recent calls in the Calls > History view. Once that limit is reached, older call entries are automatically pushed out of view as new calls are added. This can make it appear as though certain calls have disappeared, especially if you have frequent conversations.

Your organization may have retention or cleanup policies in place. Many companies configure Microsoft 365 retention policies that automatically remove call data after a certain period (for example, 30 days, 90 days, or 1 year) for compliance or data governance reasons.

App-related display or caching issues can also cause call logs to appear incomplete. In some cases, the data may still exist but isn’t properly displayed in the desktop app.

I hope this helps clarify why you’re seeing gaps in the call history. Please feel free to update me on what you find, and I will be happy to assist further.
Sophie N 13,495 Reputation points Microsoft External Staff Moderator

2026-04-05T23:20:34.1833333+00:00

Dear @Ricco,

I hope you’re doing well. I just wanted to check in and see how things are going with the steps I shared earlier. If you ran into any difficulties at any point or if something is unclear, please don’t hesitate to let me know. I completely understand that these processes can sometimes be tricky, and I’m here to make it as easy as possible for you.

Feel free to share any details or questions you might have, I’m ready to listen and assist you further.

Answer 2

In Teams, the call history shown under Calls > History is limited and can be affected by several factors, so gaps in what appears in the log are possible.

Key points based on how Teams call history works:

Call history is tied to Enterprise/Business Voice
The full call history feature (including missed, incoming, and outgoing PSTN calls) is available only if the account has an Enterprise Voice or Business Voice license as part of the Microsoft 365 subscription. If licensing or calling configuration changed during the missing period (for example, Enterprise Voice was removed or added later), calls from that time may not appear in the Teams call history.
What the Teams history actually shows
On desktop, Teams shows past calls (including missed calls) in the center of the Calls experience:
- Go to Calls > History.
- From any call, More actions lets you call back, chat, add to speed dial, or add to contacts. If calls are not present in this list for a given date range, Teams has no user‑visible entries to show for that period.
Removing calls from history only hides them for the user
Users can manually remove individual calls from view:
- Calls > History → hover a call → More actions > Remove from view.
  Once removed, the call disappears from the user’s history on all devices, but admins can still retrieve call data. If calls were removed (manually or via a script/tool acting as the user), they will not appear in the user-facing log even though backend data still exists.
Mobile and device‑specific behavior
On mobile, Calls shows outgoing, incoming, and missed calls associated with Teams and the Enterprise Voice phone number. If the account or device did not have the dial pad/voice capability during the missing period, those calls would not be logged in Teams.
On iOS specifically, if Show Teams calls in call log was turned off under Settings > Calling > Device call log, future calls would stop appearing in that device’s recent call log (though this setting affects the device’s call log, not the Teams in‑app history itself).
Admin visibility vs. user visibility
Even if calls are missing from the personal History view, tenant admins can still access call data through admin tools. The user interface does not expose a way to restore removed entries to the History list.

Given the above, a gap between July 2024 and February 2026 in the visible Teams call history most likely indicates one or more of the following during that period:

The account did not have Enterprise/Business Voice or was not using Teams telephony.
Calls were made/received via another system (mobile carrier, different app, or another account) rather than via Teams.
Entries were removed from view in Calls > History.
Different devices or profiles were used, and the current Teams profile is not the one that handled those calls.

To proceed:

Confirm with the Microsoft 365/Teams admin whether the account had Enterprise Voice/Business Voice and Teams Phone configured continuously from July 2024 to February 2026.
Verify that the same work account is signed in now as was used for calls before and after the gap.
If the calls must be audited, ask the admin to review call data in the admin tools, since removed or non‑visible entries can still be retrieved by admins even when they do not appear in the user’s History.

References:

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MS teams Phone call disappearing from the MS teams Call log

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