Delete Your Aeternum Account

What We Delete

• Your own profile, with your connections, the connection requests you sent or received, and the circles and collections you made.
• The profiles you manage for others, such as a memorial profile you created, with everything in them, including what the people helping you added.
• Every photo, video, recording and document in your Archive, and in the Archives of the profiles you manage.
• Your memories, comments and replies, including comments you left on other people's memories, and your reactions.
• What you wrote in memories you were writing together with other people. The memories themselves stay with the people who started them.
• The direct messages you sent, and your place in every conversation you were part of.
• What you shared with other people, and your access to what they shared with you.
• Your place as a helper on profiles other people manage.
• Your notifications, and the notifications your activity created for other people.
• The index Memoria, our memory search, uses to find your memories.

What We Keep, and Why

Some records stay after your account is deleted. Unless an item below says otherwise, we haven't yet set a time limit for removing them, so for now we keep them with no end date.

• A closed record of your account, marked as deleted, that no one can sign in to. It holds only your email address, the dates you joined and asked to delete your account, and, if you ever added a card, entered billing details or started a plan with us, your customer number at Stripe. Your name and every other detail are erased, and your password is replaced with one that no one knows. We keep the record so that your email address can't be used to open a new Aeternum account. Your notification choices, the nicknames you gave your connections, the people you blocked and the memories you hid from your feed stay alongside it.
• A record of your request, with the date you asked, your name and email address, and any reason you gave, so we can show that you asked and that we did as you asked. If our team ever acted on your account through our staff tools, our security log keeps a record of that, which can't be changed, for at least 400 days.
• Requests between you and other people: invitations you sent, with the name and email address of each person you invited and any message you wrote; requests you made to claim or merge a profile, with any message you wrote; offers to hand a profile over, to you or from you, which are closed when your account is deleted; any family sharing group you set up or joined; and our history of what you and other people shared with each other.
• What you sent to us: Help & Support requests, feedback and reports, with any screenshot or file you attached, the app's recent technical log messages, and the page and the device or browser details that came with them. A screenshot shows whatever was on your screen at the time, which can include other people's memories and photos. Help & Support requests sent from earlier versions of the app were also copied, with your name and email address, any screenshot or file and those log messages, into Jira, the tool from Atlassian we use to track fixes. Reports you sent through Aela are emailed to our support inbox, where a copy stays with your name and email address. We keep any reports you made about a profile or memory, too.
• Billing records: our record of your plan and payments, and your customer record in our account with Stripe, which processes the payments you make to us directly (section 10.2 of our Privacy Policy). That record holds your name, email address, any billing address you gave, and the card on file, which only Stripe can see in full. If you paid through the App Store or Google Play, we keep our record of that plan too, and Apple or Google keeps its own record of your purchase under its own policies (section 10.5). We keep billing records to meet our legal, accounting and reporting duties, as section 16 (Data Retention) explains. If you told us why you cancelled a plan, the reason you chose still counts in our totals, but it's no longer linked to you, and anything you typed is deleted.
• What belongs to other people. Memories other people wrote stay with them, even if they mention you, though your profile's tag is removed from them. Photos and files you added to a profile someone else manages stay in that profile's Archive, because they belong to its owner. If you reported someone's passing, or disputed a report that you had passed away, that record stays, with the details you gave. Messages other people sent in conversations with you stay with them. Invitations other people sent you stay on their record, with your email address, and if someone blocked you, their block stays on their record too.
• Technical records that point to your account by an internal number, such as the record of duplicate files you removed from your Archive, and the counts we use to limit family tree suggestions.
• Backups. We keep backups to protect everyone's memories from loss. Your files stay in our file history for 30 days after they're deleted, and are then erased automatically. Our database backups and server snapshots, which can hold copies of your account, your memories and the details of your files, don't have a time limit yet, so for now we keep them with no end date.
• Copies held by the services we use. The companies that help us run Aeternum, such as our hosting, email, payment and support providers, may keep copies of what passed through them, under their own terms. You can read about them, and what each one receives, in section 10 of our Privacy Policy.