Deleting your Handled account

This page explains how to delete your Handled account or your entire organization, what is removed, what Handled keeps and why, and how long it takes. You do not need to be signed in to read it.

Two different things you can delete

These are separate actions with different consequences, and it is worth being clear which one you want.

• Your account (your membership). Removes your personal login and profile. The organization and its data continue to exist for everyone else on the team.
• Your organization (the business). Removes the business and the operational data belonging to it, for every member. This is the one that deletes customer conversations, call history and bookings.

If you are the owner of an organization, Handled will refuse to delete your account while that organization still exists, and will tell you so. Delete the organization first, or hand ownership to another member and let them take it on. This exists so an organization cannot be left with data and no one able to administer it — which, for an owner who is the only member, would mean nobody could ever reach or delete that data again.

How to request deletion

• In the Handled web app. Sign in and go to Settings. Both deleting your own account and deleting the organization are available there, and each asks you to confirm before anything happens.
• By email. Write to support@handleddesk.com from the email address on the account. Handled will verify that you control the account, and for an organization deletion that you are entitled to make that decision for the business, before acting.

What is deleted

Deleting your account removes:

• your sign-in credentials, sessions and any linked sign-in providers;
• your multi-factor authentication factors and any passkeys registered to your account;
• your Handled profile, including your name, email address and notification settings.

Deleting the organization additionally removes the business's operational data:

• conversations and messages across every channel, including call transcripts, email threads and their attachments, and Handled's record of each voicemail;
• voicemail audio is different: it is held by our telephony provider, not by Handled. When the organization is deleted, each recording is queued for deletion at the provider, and it is treated as deleted only once the provider confirms it has been removed;
• call records, voice sessions and the usage those calls generated;
• customer contact records, appointments, bookings and scheduling settings;
• phone numbers and telephony configuration, messaging registration records, automations and AI assistant configuration;
• team member records, pending invitations, website configuration and any marketing or follow-up campaign data;
• billing records held inside Handled, and stored usage counters.

Connected mailboxes and calendars

If your organization connected a Gmail or Microsoft 365 mailbox, or a Google or Outlook calendar, there are two separate things you can do and they have different effects.

• Disconnecting stops Handled reading anything further. Handled revokes its access token with the provider first, then removes the stored credentials and stops synchronizing. You can do this from Settings in the web app, and you can do it independently from your Google Account or your Microsoft account at any time. Either route revokes access immediately.
• Disconnecting does not delete mail that was already imported. Those messages, their attachments and the contacts derived from them stay in your organization's inbox, because that conversation history is the business's own record of its customers. Deleting the organization deletes them. If you want the imported mailbox data removed without deleting the whole organization, write to support@handleddesk.com and ask for it specifically.
• Your mail stays in your mailbox. Handled never asks for permission to modify or delete mail, so nothing Handled does — disconnecting, deleting your organization, or deleting your account — removes anything from Gmail or Outlook itself.

What Handled keeps, and why

Some information is not removed by a deletion. Handled keeps only what it needs for the reasons below, and the list is deliberately specific rather than a general reservation of rights.

• Administrative audit records. When a member of Handled's staff takes an administrative action on an account, that action is written to an audit log which is not deleted. It records what was done and by which staff member, and exists so privileged access remains reviewable.
• Records of actions on shared objects. Where you approved, created or changed something that outlives your account — a support ticket, an invitation you sent, an approval you gave — the record remains and your identity is detached from it.
• Sales and prospecting records held by Handled. If your business was contacted by Handled before you signed up, that record belongs to Handled rather than to your organization, and the link between it and your account is removed rather than the record itself.
• Promotional code redemptions. Kept so a one-time offer cannot be claimed repeatedly, with the organization link removed.
• Payment, tax and accounting records. Invoices, payments and refunds are held by Handled's payment processor and are retained to meet tax, accounting, chargeback and anti-fraud obligations. Deleting your Handled account does not delete them.
• Telecommunications records held by carriers. Calls and text messages are carried by regulated telecommunications providers, which keep their own records of message and call delivery for compliance and billing. Handled cannot delete those on your behalf.
• Records that someone asked you to stop contacting them. If one of your customers replied STOP, unsubscribed or made a complaint, the record that they did so is kept after your organization is deleted. That record is about them, not about you, and destroying it would remove the only proof their instruction was ever given. It is reduced to the minimum first: their phone number and email address are replaced with an irreversible code, and their name, your messages and your conversations are deleted with everything else. What is left cannot be used to contact anyone and is not visible to you or to anyone else once your organization is gone.
• Security and abuse-prevention logs. Diagnostic and security logs may retain technical identifiers for a limited period, and information may be retained where it is needed to resolve a dispute, investigate abuse or meet a legal obligation.

Where information is retained for one of these reasons, it is kept for the period needed for that purpose and is not used to keep providing you the Service. See our Privacy Policy for how retained information is handled generally.

How long it takes

• Deletions you confirm in the app are performed immediately. Your session ends and the data is gone at that point.
• Deletions requested by email are completed within 30 days of Handled verifying your request, and usually far sooner. We will confirm by email when it is done.
• Backups. Routine encrypted backups may still contain the data for a short period after deletion. They are not used to restore deleted accounts and age out on their normal schedule.

If you change your mind

Because deletion is carried out immediately and is not reversible, there is nothing to cancel once it has happened, and signing back in will not restore anything. If you have emailed a request and have not yet received confirmation that it is complete, reply to that email or write to support@handleddesk.com and ask us to stop — if the deletion has not yet been carried out, we will.

Signing in again after deleting your account does not reactivate it. Creating a new account with the same email address creates a genuinely new, empty account.

Contacting us

Questions about deletion, or about what is held on your account, can be sent to support@handleddesk.com.