Delete Your Account and Data

How to delete your account

You can delete your account yourself, in the app or on the web:

• In the app: Profile → Privacy & Security → Delete account, then confirm.
• On the web: sign in, then Settings → Privacy & Account Control → Delete account, then confirm.
• If you can't sign in: email support@evernestmemories.com from the email address registered to your account and ask us to delete it. We will confirm your request and complete the deletion within 30 days.

Deleting an account cannot be undone. If you want a copy first, choose Download my data on the same screen.

What happens straight away

• You are signed out and the account can no longer be used.
• Your memories and any Echo (time-locked message) you scheduled but had not yet delivered become inaccessible to everyone, including your family, and the undelivered Echoes are canceled.
• Your subscription is canceled, and any unused Guest Passes are forfeited.
• Guest Memory Collections you created are removed, unless another collaborator is managing one with you. In that case it, its invitations and the guest contributions in it pass to that collaborator.

What is permanently deleted, and when

Our cleanup job runs once a day. At its next run, usually within 24 hours of your request, it permanently deletes:

• your account and profile, including your name, email address, phone number and photo;
• your memories, with their photos, videos, voice recordings, documents and transcripts, and anything else you uploaded, along with the thumbnails and other copies we made of them;
• your undelivered Echoes, your data exports, and your assistant conversations;
• your notifications and the push-notification tokens for your devices;
• your family memberships, and any Collections that were not handed to a collaborator;
• the sign-in identity (email and credentials) held by our authentication service.

We delete your stored files first and your records afterward. If any step cannot be completed, the account is left as it is and the job tries again the next day, until everything has been removed.

What we keep

• Echoes already delivered to someone. An Echo that had already been delivered to a family member stays available to them, together with the files attached to it. In that case we keep only an anonymous placeholder for the account. Your name, email address, phone number, bio and photo are removed from it.
• Payment records. Our payment processors keep their own transaction records for as long as tax and financial law requires; we do not control that. In the situation above, where an anonymous placeholder remains, we also keep an anonymized record of your subscription and Guest Pass transactions. Otherwise, the purchase records we hold ourselves are deleted with your account.
• Security and administrative records. Records that show an action took place (for example, that a collection was revoked or a refund was issued) are kept for fraud, abuse and security investigation. They contain no memory content, and your account is no longer linked to them.

Backups and older copies

• Database backups are retained for 7 days, so deleted records leave them within 7 days.
• Stored files are versioned for safety. After a file is deleted, the older versions are removed automatically within 30 days.
• Operational logs (they hold no memory content) are discarded after 14 days.

Before you delete: Family Circles

If you own a Family Circle that has other active members, you will be asked to transfer ownership to another member (or remove the others) before your account can be deleted. The Circle then stays with the remaining members and you are removed from it.

Deleting only some of your data

You can delete a single memory at any time. It moves to Recently Deleted (Settings → Privacy & Account Control → Recently Deleted) for 30 days, during which you can restore it, and is then permanently removed together with its files. Data exports you request expire on their own after 7 days.

Questions

Email support@evernestmemories.com. See also our Data Retention Policy and Privacy Policy.