Delete your StepSafe account

Delete it in the app

1. Open the StepSafe app and go to Settings.
2. Tap Account details.
3. Scroll to Delete your account and tap Delete my account (for the account owner, Delete my account and my family).
4. Read what will happen, type DELETE and confirm.

If someone else on your account can change settings, the app first offers to make them the owner, so the family and its history stay with them. You can say no.

Before you delete, you can save a copy: Settings, Account details, Download my data.

If you can no longer open the app

Email support@stepsafetech.com from the email address you sign in with, and say “Delete my account”. We may ask you to confirm it is you. Only the account owner can ask us to delete a family; a caregiver can ask us to delete their own account. We answer within 30 days.

What is deleted

If you own the account, your whole family is deleted straight away:

• each person who wears a StepSafe, their type, and their “If someone finds them” card, including any medical notes or diagnosis;
• all location history, alerts, zones, arrival times and settings;
• the devices on the account, which are released (setting one up again needs a new activation code from support);
• caregivers' access, invitations, live location links and the activity log;
• your sign-in, profile, consents, alert choices and the phones registered for alerts.

Everyone else on your account loses access at once and stops getting alerts.

If you are a caregiver on someone else's account:

• your sign-in, profile, consents, memberships, alert choices, registered phones and the live links you made are deleted;
• the family, the people they look after and their history stay with the family.

A real photo of the person and your “What to tell 911” notes were only ever on your phone. Signing out or deleting the app removes them.

Your monthly plan

If you own the account and have a monthly plan, deleting your account cancels it. You will not be charged again. Service runs to the end of the month you have paid for, then stops. For refunds, see our Terms for refunds.

What we keep, and for how long

• Order and tax records from our shop (your name, email, address, what you bought and what you paid): as long as tax and product rules require, generally six years in Canada.
• The device record we made when your order shipped (the device number, the plan and the order reference, with no name or address): kept with the order records. Its activation code stops working.
• Backups: deleted data can stay in our database provider's backups for up to 7 days, until those backups are replaced.
• Delivery logs kept by the companies that deliver our alerts and emails (Expo, Apple, Google and Zoho Mail), under their own retention rules.
• A count that a deletion happened (what kind, how many rows, and when), with nothing that identifies you or your family.
• Anonymous usage counts, if you turned them on. They are not linked to your account, so they cannot be picked out; they are deleted after 13 months.

Deleting only some data

• Location history: Settings, How long we keep history. Delete all history now, or keep it for a shorter time.
• The “If someone finds them” card: clear every field and save.
• A caregiver: remove them from the account, or leave someone else's account yourself.