Deleting & Deactivating Users
- Sophie Cooper
- Natalie Menzies
In this article, you will learn the difference between deleting a user’s account and deactivating it, and how to action each of these.
Contents:
What’s the difference between user deletion and deactivation?
Deleting a user is a permanent action that completely removes all their data from the Equiem system and prevents them from logging into your platform again.
Deactivating a user, on the other hand, is less final. Although the user will be unable to log in, their data will still be retained in the Equiem system. A Property Manager can easily reactivate their status to provide access to the platform if needed in the future.
Users have the option to delete their own account, permanently removing their data, but they don’t have the option to deactivate their account. However, a Property Manager or Workplace Manager can deactivate an account on behalf of a user, if required, but not delete their account.
User Deletion
Summary
Deleting a user’s account will:
Remove them from your platform
Delete the data associated with their profile
Remove historic data for that user in Reporting
Step-by-step
This action can only be taken by the user. A Property Manager can not delete an account on behalf of a user.
To delete a user’s account, the user will need to follow these steps:
Web
Log into their platform account and head to My Account
Select the Delete Account button at the bottom of the Details page
Confirm deletion when prompted
App
Open the app and select their profile icon in the top right hand corner
Select Preferences
Select the Delete Account button
Confirm deletion when prompted
Privacy Contact Approval
To maintain GDPR compliance in the EU, Equiem is not authorised to process user deletion requests on behalf of our customers, as we serve as the Data Processor, not the Data Controller, however, we follow the below approval process for all customers globally.
When a user deletion request is received, the Equiem Support Team will be notified and will contact the account's nominated privacy contact (acting on behalf of the Data Controller) to seek approval for processing the erasure request.
The erasure request will only be processed once approval has been granted by the designated privacy contact.
Some of our customers have provided blanket permission for us to process these requests, in which case the erasure request will be processed straight away.
A user’s account will remain active until we have received approval to process the deletion
Re-accessing
If a deleted user wants to log back into your platform, they will need to register for a new platform account.
User Deactivation
Summary
Deactivating a user’s account will:
Switch the user’s status to Deactivated
Block the user from logging into your platform
Not remove them from your user settings list
Not remove their historic data
Step-by-step
To deactivate a user’s account:
Re-accessing
If a deactivated user tries to log back into your platform, they will receive an error message which reads:
“Your account has not been activated or is blocked”
If they have been deactivated in error, in order for them to access your platform you will need to reactivate their account:
Locate the user by searching for them in Settings > User Settings
Switch their status from Deactivated > Active
Inform the user they should now be able to log in using their previous platform credentials
FAQs
Q: If I delete a company, will that delete or deactivate the user’s associated with that company?
A: Deleting a company will deactivate all the users associated with that company providing they only have access to your platform.
If any users have access to multiple Equiem platforms, their account will be unticked from your platform but not deactivated. This will prevent them accessing your platform but not any other Equiem platforms they may have access to.
Q: Can I delete another user’s account?
No, however you can request this from our Support Team if required.
Q: How does this relate to the automatic removal of inactive users feature?
Please read our guide on this functionality here.
Q: A user has asked me how to delete their account, is there a step-by-step I can share?
A: You can send them this guide.