Zalo charges too much: Users complain 'it's bad to leave, but it's not good to stay'

Zalo – a pure Vietnamese messaging app once considered a national technology icon – is facing a wave of backlash from users after switching to a paid model. From a source of pride, Zalo is at risk of becoming a “disappointment” as it increasingly tightens the rights of free users, but fails to create a corresponding differentiated value in its paid package.

Limited – not transparent

With over 77.7 million monthly active users and 2 billion messages per day, Zalo is more than just a messaging app – it is the social, work, and even commercial infrastructure of Vietnamese people. But since 2022, Zalo has suddenly changed the game: charging nearly 200,000 VND/month for the Pro package, while drastically cutting down on features for free users.

Limiting friends, blocking responses to messages from strangers if they exceed 40 times/month, not allowing them to appear in searches... are measures that "stifle" users' experience. Many people describe the new policy as a trap: Zalo is free at first to attract users, but when users have "stayed" with thousands of contacts, they turn around and charge a fee. Users are upset and complain that "leaving is bad, staying is not good".

“This is a very annoying way of ‘taking advantage’ of users. It would be a shame to leave because of all the data and relationships in it; if you stay, the features will be cut off and you will be forced to pay,” commented one user.

So far, only the Pro package is applied, with a price of nearly 200,000 VND/month, putting pressure on ordinary users. (Photo: Khanh Huyen)

The fee of nearly 200,000 VND/month – higher than the mobile subscription fee – is considered unreasonable, especially for individual users, not for business. Simply put, if all users had to pay this fee, Zalo could earn thousands of billions of VND each month. The question is: Is Zalo innovating to improve its products, or is it simply making a profit?

The story does not stop at the fee. A series of reports show that Zalo limits friends to 3,000 people, but is not transparent in the calculation. Many people delete hundreds, even thousands of contacts, but still cannot add new friends. There is no clear notification, no tracking tool, and no idea when they will be "added back".

“I have deleted 500 people, but still cannot add anyone. Zalo does not warn me, and the limits are kept secret. How unfair!” – Ms. Ngo Phuong Ha (Hanoi) was upset.

It's not just a bad experience, it's a disturbing type of ambiguity that goes against the principle of transparency in digital services.

Despite contacting to clarify the feedback from users, up to now, VTC News reporters have not received any response from Zalo representatives.

Alone

According to Mr. Tuan Ha - Chairman of Vinalink, Zalo is "going it alone" when it does not open API to connect with Facebook, Google or international platforms. While Telegram and WhatsApp are increasingly developing with many utilities, Zalo is still struggling in a closed ecosystem.

Experts say that young people – the most potential user group – are gradually leaving Zalo. (Photo: Khanh Huyen)

“Zalo is like an oasis – difficult to integrate, not very flexible. If the paid package does not have outstanding features, users will leave,” said Mr. Tuan Ha.

Mr. Ha also warned: young people - the most potential user group - are gradually leaving Zalo to switch to platforms like Telegram and Discord.

Economically, Mr. Nguyen Tien Thoa - Chairman of the Vietnam Valuation Association said: "Enterprises have the right to collect fees, but they must be reasonable, transparent, and increase the value accordingly. Otherwise, users will turn their backs."

Mr. Thoa also emphasized the need to monitor fees to ensure transparency and reasonableness in the fee collection process: "If the fees are too high, beyond the affordability of consumers, Zalo will face losing market share to competitors."

Many users complain about using Zalo. (Photo: Khanh Huyen)

From a legal perspective, lawyer Nguyen The Truyen said: “Zalo is not wrong to charge fees. But if they charge fees without improving the service or explaining clearly, the risk of losing market share is very high.”

Sharing the same view, economic expert Huynh Thi My Nuong affirmed: “Zalo is collecting twice – both fees and user data. So at least it should be transparent: what are users paying for?”

Double-edged sword?

Once the pride of Vietnamese technology, Zalo has advantages in market share, loyal users and familiarity, but the application is putting itself in a difficult position.

If Zalo continues to charge non-transparent fees, cut basic features, and ignore user feedback, it may lose its own position.

Zalo is currently facing an important turning point in its development strategy. With the decision to charge fees, Zalo may have to change the way it operates to adapt to a fiercely competitive market. However, changing policies can be a double-edged sword, helping Zalo maintain its long-term operations while also creating risks when users look for alternatives.

Vietnamese people don't mind paying – but only if they feel respected.