HANOI – Zalo, Vietnam’s most dominant messaging platform, is facing a massive wave of backlash as users react with outrage to a mandatory update of its Terms of Service (ToS) regarding personal data collection.
The "Accept or Leave" Ultimatum
Starting December 26, Zalo users were greeted with a pop-up requiring them to agree to a new set of conditions to continue using the service. The update consists of 16 articles for general usage and 21 articles for its social networking features.
The core of the controversy lies in the "all-or-nothing" approach: users cannot opt-out of specific clauses. If they refuse to consent, their accounts face immediate restrictions and will be permanently deleted after 45 days. While Zalo frames this move as a step toward "transparency," the public sentiment is one of coercion.
Deep Data Harvesting and Ecosystem Sharing
The new terms significantly expand the scope of data Zalo can collect. Beyond basic information like phone numbers and names, the platform now seeks access to:
- Sensitive Data: National ID numbers (CMND/CCCD), precise geographical location, and interaction history.
- Family Links: Information regarding family relationships.
- Ecosystem Integration: The right to share and transfer user data across the entire VNG Corporation ecosystem, including subsidiaries and affiliates.
This means a user’s private interaction data on Zalo could potentially be used to fuel other VNG services, ranging from gaming to e-payments, raising significant privacy red flags.
A Race Against the Clock: The 2026 Legal Deadline
Industry analysts note that Zalo’s aggressive update is timed just days before Vietnam’s Personal Data Protection Law (PDPL) officially takes effect on January 1, 2026.
The new legal framework imposes strict penalties for data mishandling and requires explicit consent for data processing. By securing these "agreements" now, Zalo appears to be attempting to "legalize" its massive data repository before the new regulations tighten the noose on tech giants.
User Revolt: 1-Star Ratings and the "Exodus" Threat
The reaction has been swift and severe. Both the Apple App Store and Google Play Store have been flooded with 1-star reviews. Users are accusing the platform of "data kidnapping," with many influencers and professionals taking to social media to announce their migration to alternative encrypted apps like Telegram or Signal.
"It feels like an ultimatum, not a service update," wrote one disgruntled user on Facebook. "We are being forced to trade our entire digital identity for the convenience of a chat app."
With over 80 million users, Zalo remains the backbone of communication in Vietnam for both personal and governmental use. However, this PR crisis poses a significant challenge: can Zalo maintain its monopoly when trust the core currency of messaging is at an all-time low?