Deletion Requests
Respond and/or decline to requests
Last updated
Respond and/or decline to requests
Last updated
There are three data deletion processes:
: permanently removes all app data (logs and metadata) from your app, but your account remains.
: permanently removes your account (personal information), app data, and any identifiers.
Auto-deletion of . This is a platform configuration and may not apply to all accounts. If enabled, the user app accounts that have been inactive for 12 months or more, will automatically go through the process, but will have the option to retain their account by signing into/opening the app.
Any platform or app user can request that their data be deleted. An app user can delete all of their app data (any records of content interaction), or request the deletion of their entire account by submitting a request through the app.
It may take up to 7 days to delete a user's app data. It may take up to 14 days to delete a user's app and account/personal data.
As soon as all relevant data processors have completed the request, data will be deleted.
Platform users are notified. Any platform account/account administrator that has processed user data (accessed or downloaded) will be notified when a user submits a deletion request. Notifications are sent to platform account users assigned the Agent, Data Privacy, and/or Support roles.
Active An active user has signed into the app at least once within a period defined by the platform, e.g. 12 months.
Inactive An inactive user has not signed into the app within the period defined by the platform, e.g. 12 months, and will be auto-deleted from the platform. Inactive users receive an email and can prevent auto-deletion by signing into the app within 14 days.
Dormant A dormant user has not completed and/or activated their profile on any app, and/or has only interacted with apps that are no longer active (deleted apps). Dormant users will not receive a deletion notice.
Users are notified with a 14-day window to give them a chance to keep their account.
On the 14th day, backend (data processor) accounts are notified.
Backend accounts either respond to the deletion requests or the requests are automatically processed within 14 days.
The length of an auto-deletion cycle depends on how long backend accounts take to respond; the maximum for the entire auto-deletion cycle is 28 days.
Platform admins will also receive a deletion request notice and may reject the deletion request if/as required.
A platform account and its administrators process user data when:
A user signs up on an app.
User data is exported/downloaded in the form of logs, user lists, and/or profiles (digitally or manually recorded and/or stored).
User data is imported/uploaded.
API endpoints or webhooks that contain user data are used.
Data Privacy > Deletion Requests. Open Data Privacy and navigate to Deletion Requests. Here you will see past and current requests from users.
You must reply within 7-14 days. Reply to requests to delete all app data within 7 days; reply to requests to delete all app and account data within 14 days.
confirm that you have followed the correct data erasure processes based on your jurisdiction,
confirm whether or not you will retain some or all of the user's profile data (e.g. user's profile data is retained on a mailing list, CRM, etc.).
If your organisation does not manually respond to a deletion request within the allocated time, the user's app and/or account data will nevertheless be automatically deleted. The user will receive an email that lists your account/organisation name as having "Auto-Completed" deletion.
Data is permanently deleted and anonymised. The user's personal data is deleted from the platform/app and any remaining functional data (e.g. in historic analytics or logs) will be anonymised. Deleted data is irretrievable.
The user will receive an email that lists your account/organisation name as having "Completed" the deletion. The case number is retained as a reference to the erasure instance. The user may contact your organisation should they have any questions for you regarding the data deletion process.
Yes. All data processors will be listed in the emails sent to the user who has requested account/data deletion. Since data processors have a platform account/platform access, the contact information is pulled from the account details, prioritising website links over email addresses (if provided).
If you have a valid reason not to delete the user's app or account data, you may decline the request and submit reasoning. This will halt the data erasure process and the user's account will not be deleted.
The discussion of whether or not to delete the account will be handled between the platform account that declined the deletion, and the end-user who wants to delete their user account or data.
A request must be made from the app. To understand how an app data deletion or an app account and data deletion request is submitted, .
will automatically be removed on platforms that have enabled auto-deletion to occur after a predetermined period of time, e.g. after 12 months of inactivity.
will receive a deletion notice and will be automatically removed after the period predetermined by the platform, unless they sign into the app to re-activate their app account.
Unless there is a valid reason to , you can:
