Close your account

What closing does

• Your login is closed right away, and you are signed out. You cannot sign in again.
• Your phone number is deleted. For staff and providers the home address goes too.
• Records the centre or agency must keep stay with your name for the retention period, then are removed automatically. For staff and providers these are policy confirmations, training and screening dates. For a family member they are your children's records, which the centre or agency keeps for three years after a child leaves, or the longer period it has set, and the messages you wrote, which are kept for the retention period after each conversation's last message.
• Your email address and other details go with your login at the end of the retention period. To have your email address removed as well, a family member writes to [email protected].

Staff, providers and administrators

Owners, administrators, supervisors and office staff: open My account, find "Delete my account" and choose "Delete my account…".

Room staff and home providers: open My details, then "Leaving", then "Delete my account".

KeepCount asks "Delete your account?" and warns that you will be signed out and cannot sign in again. Type delete to confirm. The page then says "Account closed", and until when your name stays on the records you completed.

Owners

A centre or agency keeps at least one owner. If you are the only owner, make someone else an owner first, under "Logins and access", or ask KeepCount support to close the whole centre or agency.

To close the whole centre or agency, export the records first (Settings, then Your data). Then choose "Ask KeepCount support to close it", which opens an email to [email protected]. Support confirms it with you, then deletes the records, files and activity log on the later of 30 days after your request and the end of the retention period. Until then the records stay readable and can be exported. Once support has scheduled it, the page shows the date; to cancel, write to support. Deleted information can stay in encrypted backups for up to 30 days after that.

Families

On My account, choose "Close my account…". KeepCount asks "Close your account?" and warns that you will be signed out and will no longer see your children's day, messages or photos. Type close to confirm. The page then says "Account closed".

Closing your account does not change the centre's or agency's records of your children. To correct one of those, speak to the centre or agency. To use KeepCount again, the centre or agency invites you again.