User privacy: provide permanent account deletion

Let users delete their accounts permanently

This feature meets data privacy requirements such as GDPR's right to erasure.

Availability: all customers

When you enable the deletion request feature, it's available to admins and to users, across the portal.

Deleting an account is a multi-stage process, with a cooling-off period to make sure that deletion is absolutely required. Deleting an account is permanent. It includes deleting a user's training history. Once deleted, this history can't be retrieved.

When a user requests an account deletion, these stages include:

• 7-day cooling-off period: LearnUpon notifies a named admin about the request from the user. The account remains accessible in the portal by the user and by admins. During this period the user or admins can cancel the request through the interface. Support can cancel the request if required
• anonymizing data: after 7 days, all personally identifiable information (PII) is removed from the account. The account is no longer visible or accessible and the Support team can no longer restore the account
• permanent “hard” deletion: 6 months after the first deletion, all user-related data, anonymized and non-anonymized, is deleted permanently, following LearnUpon’s data retention policies

Note: Users deleting their accounts permanently is similar to the method of admins and managers deleting users' accounts. See Users: disable and delete user accounts in a portal.

Allow users to request account deletion

Set up users' accounts so they can request permanent deletion of their own records. This option applies across the portal.

1. From main navigation select Settings > Users > General Settings.
2. From User Privacy Options, select Allow users to request a permanent account deletion.
3. From the search field that appears, enter the name of the admin to notify about deletion requests.
4. Save to finish.

The following screenshot shows User Privacy Options with this feature turned on.

Note: if you don't select a single admin for deletion request notifications, by default all admins in the portal receive notifications of deletion requests.

When you turn on this feature, a Delete your profile option appears on the users' profile. It's accessible to users, and to admins. The following screenshot shows an example of a user profile, viewed by a learner.

Delete my profile: user and admin steps

1. From main navigation the user selects their initials or avatar to access My profile.
2. From My profile, a user selects Delete your profile.
3. In the dialog box, the notification states that the user has 7 days to change their mind. The user selects Delete profile to continue, or Cancel to stop the process.
4. LearnUpon displays a Deletion requested message, with the scheduled deletion date and Cancel deletion request available.
5. The admin who receives deletion request notifications sees a new banner on their dashboard, and receives an email notification.
6. If no one cancels the request within 7 days, LearnUpon anonymizes the account data. After 6 months,  all user-related data, anonymized and non-anonymized, is deleted permanently, following LearnUpon’s data retention policies.

The following screenshot shows the notification a user sees when they request deletion.

Cancel a deletion request as an admin

For user-led deletion requests, this option is available for 7 days only. After that 7-day cooling-off period, the account is no longer visible or accessible, and the Support team can no longer restore the account.

1. From main navigation go to Users > user name.
2. From the user's Info, select Cancel Deletion Request.
3. In the warning dialog box that opens, select Yes, cancel deletion to confirm the decision.

The following screenshot shows the confirmation dialog message. 

See:

• Users: set and reset passwords
• Disable a user account, or delete an account
• Portal setup: users' general settings
• Users: the basic profile