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Act-On Software

The Erase Contact Tool

When you need to delete a contact's data from your marketing database, the Erase Contact tool can quickly and easily help you remove all data associated with the contact’s email address.

In some cases, erasing a contact’s data can be a legal requirement, including under the European Union’s General Data Protection Regulation (GDPR) and the included Right to be Forgotten provision

The tool also provides you with a receipt of the processed request to use as proof of erasure

Please note: All Erased data cannot be recovered by you or by Act-On. The Erase Contact Tool will not prevent the reentry of erased contacts into Act-On via database sync, manual entry, list upload, or any other means.

Using the Erase Contact tool

Important:

  • If you are syncing data to/from Act-On, you must first erase the contact from your other database – otherwise, the contact could re-enter Act-On during a sync.
  • For the tool to work, all your lists must have their email address column properly identified as 'Contact's E-mail Address' under System Usage.

Admin users can follow these steps to use the tool:

  1. Navigate to Settings > Other Settings > Erase Contact
  2. Under Erase this contact:, enter the email address of the contact you wish to erase
    • If the contact has multiple email addresses, each must be submitted separately to ensure complete erasure
      GDPR_erasure1.png
  3. Under Send confirmation of erasure to:, enter an internal email address for your company that can receive receipts of contact erasure
    • This address will be saved in your account for future use
    • This email address should not be tied to an individual, in case that person leaves the company in the future
      GDPR_erasure2.png
  4. Press the Erase Contact button
  5. Read the warning and confirm that you have already erased the contact from any database synchronized with Act-On
  6. Click Erase to submit the erasure request
    GDPR_erasure3.png

Confirmation emails

A confirmation email is sent to the designated internal email address to provide you with a receipt of erasure for each contact erased from your Act-On account. This email contains both the email address submitted for erasure and the date and time the erasure was completed.

If we believe that erasure will take a longer than usual amount of time we will send an initial email as a receipt of request. Then, once the request has been processed and the contact erased, the internal email address will receive the receipt of erasure email.

Example Receipt of Request Email:

email confirmation of request.png

Example Confirmation of Erasure Email:

GDPR_erasure5.png

Erased Data

Following the use of the Erase Contact tool, the Act-On application will search all lists and segments and erase the contact from each. In addition, it will search for all associated behavioral data, opt-in status, subscription preferences, and other data in your Act-On account and remove or anonymize each individual behavior.

As a result, you may notice minor changes to report data which rely on behavioral data including but not limited to email click-through rates, form submission counts, or total message sends.

Please note: All Erased data cannot be recovered by you or by Act-On. The Erase Contact Tool will not prevent the reentry of erased contacts into Act-On via database sync, manual entry, list upload, or any other means.

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